Airbnb Doesn’t Care About its Hosts

What a joke! Airbnb offers hosts a “house manual”, but I recently discovered that once a guest has paid, they can do, say, or wear anything they wish. I put everything in my house rules – which the guest apparently chose not to read – and he got cozy with the neighbors (after I asked him not to), didn’t clean up after himself, did about 20 loads of laundry (in 12 days), took three showers a day, and bitched that I didn’t have sports on my TV. In addition, he told me stories about his crazy ex-girlfriend. He finally had to go, but I found damage to my computer desk (I took photos beforehand showing no damage), my house reeks of cheap cologne, and my neighbors know things about me that I didn’t share.

Biased Help Center, Two-Faced Host

I cancelled my airbnb account because I was disappointed with the way the help center dealt with my issues with a host. Ironically, airbnb claims to value freedom of speech but could not accept me saying that my friend and i felt “unfairly treated”. Afterall, feelings are subjective isn’t it? When the host left a bad review saying that she had a “hard time”, i accepted it. However, what i couldn’t accept is the lack of professionalism on the host’s part and the service person who responded to my complaint. First of all, I had contacted several airbnb hosts before booking with, let’s call the host S. As we had plans to visit a local theme park on the first day, i asked S if it would be alright for us to leave our luggage before check-in time. And she said ok. This was the deciding factor for booking with S. 5 days prior to my trip, i contacted S again to remind her of my early arrival but there was no reply from her. Her room was PIN-coded and she was supposed to let us know what the PIN is, before our trip. When we arrived, we tried calling her but she did not pick up our calls. We were locked outside for almost an hour. Thankfully, there was a cafe downstairs which had free wifi and we planted ourselves there to message her. Though she gave us the PIN in the end, the room was still occupied and i decided not to waste anymore time but to leave our luggage at the lockers in the train station so that we could head over to the theme park, which was quite a long journey away. We retrieved our luggage from the locker at 10+ pm at the cost of 16,000 won each. When we finally got in, we found used towels in the washing machine that were left behind by the previous guests. The towels gave off a damp stench. We contacted S on Whatsapp Call and found out that the laundry lady had forgotten to remove them. However S said that the laundry lady would clean up the towels the next day and do the laundry for us. When we returned, the towels were still untouched and i texted S about it. She then said that we had misunderstood her and that we did not pay for laundry. Then she said that they are not a hotel, which was quite uncalled for and said that she would accept a bad review from us (which i had preempted her should things not improve). Also, the clothing rack in the bathroom collapsed suddenly and i informed her about it, so that she could get it fixed before the next guest checks in. When i got back, she left a bad review of me, saying that we had given her unclear complaints, while i left a factual review. In my review, i mentioned the convenient location and cosy room which met our basic needs. Of course, i also mentioned how there was no breakfast provided, even though it was stated in her amenities description, but wasn’t a problem as the neighborhood has plenty of cafes. I also cited the hiccups which we experienced. She then replied saying that she accepts my honest feedback and included a few smiley faces 🙂 in her public reply. I then texted her after the review was published to tell her that we were indeed not mistaken about the breakfast as she had posted that under her descriptions. She then replied saying that we had disturbed her privacy by contacting her day and night and added on by saying that we are childish. Seeing how things got personal, i contacted airbnb help center. The personnel defended the host and overlooked the points that i pointed out. He even said that i should resolve matters by talking to the host and not threatening to leave a bad review. Airbnb has access to our private messages with the host, in which he selectively quoted words that supported his claim. He brushed off the fact that S’s remark of calling us childish is not covered under the guidelines. So it seems like guests’ safety in private conversations aren’t protected? But he protected S based on her private messages with me. From this harrowing experience (albeit being my first with airbnb), i’ve decided to discontinue with airbnb as it seems to protect hosts more than guests. Probably so since guests are the ones who give them business. It also disturbs me that guests are rather powerless when issues arise and this will of course pose problems to mutual trust. Of course, my experience is a unique one but i will certainly not return to airbnb in the near future.