Author Archives: Julie

Burned in Mexico: Airbnb Bait and Switch

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This trip to Mexico was intended to be a fun get away for myself and two other girlfriends. One of my friends did all of the reservation making at least a month in advance. About three weeks before our trip, the owner of our Airbnb in El Pescadero wrote us saying that after his last renter he wasn’t going to rent the upstairs master bedroom and bathroom anymore. My friend just thought that since there were only three of us, we could make due.

The owner, however, never mentioned that all of the views were upstairs where we weren’t welcome. My friend also asked him specifically about the condition of the dirt road from the main road to the house. He said, “oh, it’ll be fine in a rental car!”

A couple days before the trip, he sent a text saying that the refrigerator had a problem but his neighbor went over and fixed it. A few days before the trip, our friend who made the reservations now couldn’t go since her husband was in the hospital with pneumonia. The two of us headed to Mexico alone for our vacation. We rented our car and drove an hour to the town. When we turned on to the dirt road it was a 20-minute drive on the most potted-pitted road from hell to the house. We had a hand drawn map that the host had sent but none of the landmarks he used existed. We had to drive 20 minutes back up to ask for help with finding the house. On our way down the RFH we kept seeing men weaving in and out of a pathway through bushes. That was a little unnerving, to say the least.

We finally found the house. We opened the door and the first thing we noticed was the place smelled bad. We looked around and saw it was dirty and grimy. The TV room had an old microfiber sofa that was lumpy and darkened, and the glass coffee table was disgustingly filmy and grimy. There was a blow-up mattress up against the wall, and the area rug was old and stained. We looked in the kitchen and the front of the fridge was gross. We opened the fridge to find it full of the host’s items with a small amount of room on two shelves for our eight-day stay. The worst part was the fridge stunk and was tepid in temperature. There was a spoiled, rancid odor.

The half bathroom was dirty with bugs in old candles and personal crap around. We were in a cell dead zone and neither of us could sign on to the wifi. We had no way of communicating with anyone. The ocean looked much closer on his website pictures. We felt stuck in some disgusting filthy house in a desolate part of Mexico with no way of asking for help if we needed it. We sent the host a text telling him his house wasn’t represented well and unacceptable. Therefore, we weren’t staying there. We then headed out to find a place to sleep. We were exhausted, frustrated, stressed and extremely disappointed.

We wound up spending a fortune to stay at a nice place and try to salvage our vacation. We have been denied a refund by Airbnb who sided with the host. This house was clearly a bait and switch. The host said we should have called so he could have had his neighbor come over and fix all of the problems. As a host, he should have had all of the problems fixed before we arrived. We are still trying to dispute the charges. $175.00 a night in that part of Mexico is really expensive, especially for a hovel like this property. I will never travel outside of the country and trust Airbnb. I see no integrity with the customer service agent assigned to our case. She won’t listen to reason or extenuating circumstances. 

Fair Warning? Who’s to Blame for this Airbnb Accident?

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My husband and wanted to return to the New Forest for a weekend 23 years after we had our honeymoon there. I found a beautiful barn conversion on Airbnb. We arrived around 8:00 PM on the Friday evening and was treated by our host’s son, a student. He said the door was unlocked and the key was inside. We went in and made ourselves at home. I cooked a meal and we lit the fire log burner. We sat and tried to access the internet; I had to ask him for the password. He said it was in the manual on the fridge. I looked and there was nothing but a bread board. I located the book (which was a completely unmarked ring binder in a small bookshelf), we found the code and I started to read through the book. There were lots of pages to read, but I read them all. There was a little note at the end, almost an afterthought, saying that the towel rail gets hot.

We then watched some TV and went to bed around 11:00 PM. When we woke on Saturday morning my husband wanted a shower. It was a great shower. However, when my husband got out and bent over to pick the towel off the floor, he burnt his buttocks on the towel rail. He screamed so loud, I ran to him and thought he was messing around at first. Then he turned around and he had the most horrific burns I had ever seen. It had removed several layers of skin and seeping raw flesh was in welts across his buttocks. He was in agony.

The worst part of this was that we had arrived on our Victory motorcycle, and the thought of travelling 3-4 hours home on Sunday was worrying to say the least. I wanted him to go to the hospital, but without knowing the area we opted for the nearest chemist. I asked the host where that was; he asked if everything was ok and my husband replied: “No, it bloody isn’t! I’ve just burnt my arse on your f%&#g towel rail!”

He was in so much pain. We set off tentatively to the chemist where he did not want to come in out of embarrassment. I went in, described the symptoms, and got the largest wound dressings they could find and some burn gel. Returning to the barn, I dressed the wound. However, the gel he’d given us was hurting it even more, so I carefully washed that off and tried to keep as much of the skin I could around the wound.

Later the same day, my husband went off to find his friend to take his mind off the pain as much as he could. At this stage we still had not seen or heard from the host’s son. I was sitting in the sun when a friend of hers came by, saying she was just popping in to see the host’s son. She was there for some time so I gathered he was in. I thought this extremely rude, especially under the circumstances. We stayed until early Sunday and left.

There was another surprise when we returned home as the host had written a report that I was pleasant, but my partner was rude and had shouted at her son about the towel rail. She also stated that we had left black marks all over her white rug which she said we had made from our dirty boots from the motorcycle we arrived on. Instantly I realised she was completely prejudiced against bikers and would blame anything she could on us. We took our boots off at the door (as we always do) and the marks were already on her rug; I thought they had probably come from the log burner. I thought nothing of them when we entered the property.

As you can imagine, we were both livid with her response. We decided to make a claim against the host and got our solicitor onto it as soon as we could. However we seem to have many problems with that, as the host has not responded to any email and our solicitor wants another address we can contact her by. This I realised was more difficult than I thought as trying to contact Airbnb is almost impossible.

College Graduation Weekend Best Not Entrusted to Airbnb

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My first time using Airbnb was horrible. We were late to the table for booking a hotel room for a college graduation weekend. A friend recommended I try Airbnb. After looking at a few possibilities, I decided on a king-size condo for six people close to campus that looked nice. I asked the hosts a few questions and decided to book the property. After I committed, I asked a few more questions, but never heard back from the host. “Oh well,” I figured.

Upon arrival at the “condo”, I was shocked to find a rundown student house that had been converted to hold four small rooms. Our room was about 300 square feet. The parking spot in the back of the home was a gravel mess and there was no sidewalk to the front of the house; we had to use the steep, uneven driveway (that was shared by many other houses and businesses) to get to the front of the house. There was a long uneven staircase up to the house that didn’t even have a hand rail up to the top.

In the evening there were no lights in the parking area or even the front of the house. I had paid extra for another person, yet there was no bed, sheets, blanket, pillow, or towels for the third person. Even though the three photos of this “condo” looked nice, the floor was filthy. I called and complained to the host. The following morning I used the microwave and blew the main circuit. We had to go to the graduation sopping wet. After three hours the host finally responded and told me to go flip the switch myself.

We decided to vacate the property because we felt unsafe. I contacted Airbnb when we returned, and they sent us through a silly process that accomplished nothing. To make matters more interesting, I did a Google search of the property and found that it is owned by a guy in Chicago; he had created a fictitious name to be a host. Airbnb told me that hosts often do that for privacy. They pretend to be someone else, and have all of my information? It’s kind of scary if you ask me. After all I went through they did not even post my review, which is wrong on their part. I believe Airbnb is all about the host, and have little hope for the guests. I will never use Airbnb again.

Unsafe and Dirty Apartment in London, Still no Refund

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Last month, my boyfriend and I booked an Airbnb in the Shoreditch neighborhood of London for three nights. The experience was unpleasant from the beginning. We picked up the keys from a coffee shop and the baristas were short with us and unfriendly. We then entered the apartment, which was advertised as a studio, but was completely misrepresented. The apartment did not have the amenities of a studio (it was nine square meters in total with only a microwave and small fridge, making it technically count as a studio). It was dirty, and had towels left in it that were already used and falling apart. The worst part was that the apartment was completely unsafe.

When I say unsafe, I mean that when we entered, the front doors to the apartment had been left wide open. It was easy for anyone to walk directly into this apartment building, go upstairs, and break into the rooms. The front doors were left open every single time that we entered and exited the apartment building. Our personal apartment door did not have a lock on it that was very secure, so we were completely vulnerable to any intrusion. It had the lock of a bedroom door, and a dent in the wall seemed to indicate that it had already been easily kicked in in the past.

We decided to call Airbnb customer service. Our customer service representative took down all of the information and ensured us that safety is the number one priority of Airbnb. We had to wait on the phone for 40 minutes (and this was an international call since we were not calling from our home country) and then explained the situation and how we felt extremely unsafe in the apartment for another 30 minutes. She told us to take videos of all of the extreme noise, dirtiness, and the unsafe and opened doors so that we could send them to her later. She also said that she would call us back within five minutes so that we could proceed with the case by sending all of these videos, and that most likely Airbnb would change our apartment for us that night.

The problem is that we never received a call back from Airbnb, and after a horrible night of sleep (the bed was caving in, there was noise directly outside the door, and someone even banged on the door in the middle of the night) we decided to check out in the morning. I am still shocked that there was absolutely no response from Airbnb when we had stated that we were experiencing huge safety issues. We tried to explain the situation to the host, but she was just rude and told us to deal directly with Airbnb, as the person kicking in the door was probably just drunk (this was clearly because this apartment scam has probably been going on for a while).

I had to look for another nearby hotel and spend extra money just so that we could sleep in a safe place, with no guarantee of a refund and no response from Airbnb at this point. When I arrived back home, I again called Airbnb and sent all of our receipts from the new hotel, all of our information (the videos I took, the photos, and the communications we had with the host and Airbnb), and spent approximately ten hours of my time going back and forth explaining this situation and sending all of my documented information. It is clear that we deserved a full refund, and even something extra, considering all of our time spent documenting, talking on the phone, and sending details over emails. It is clear that this shouldn’t even be a question as we were left with no response in an unsafe apartment.

However, first Airbnb offered us no refund (even though over a phone call, which customer service said had been recorded, they agreed that we should have a refund). After I insisted to have a second and third opinion on the case, we were offered only a one-night refund and a $100 Airbnb credit. This is the worst example of customer service I have experienced in my life. Our main contact told me over and over again that she had no decision making power over our case and that I was not able to speak with someone with decision making power. As stated before, she even agreed that we deserved a refund, but she was not the one deciding. How can it be explained that I could not even speak with an official decision maker?

It seemed like I spent hours playing a cat and mouse chase with no real winner and no clear answers. Why were we never given an explanation of how this refund was calculated? Customer service told me that we met all of the requisites for a refund, however in the end this randomized refund was offered to us with no real explanation of how it was calculated. It is clear that it is just in their interest to give no refunds to customers, as I had to even insist to get this partial refund; their first offer was no refund for no valid reason. I asked in various emails how this was calculated with no response.

I was also even told at one point that only my boyfriend could be in contact with Airbnb since the reservation was made on his account. So are only the guests that make the reservation valid guests? Do they discount all other members of the reservation in times of disagreement? This was also clearly a way of just trying to not deal with me, as I am a native English speaker and my boyfriend is Italian, so of course it was easier for me to be the one to explain this situation in my native tongue. I found this response one that just tried to avoid dealing with my level of discontent as no real answers could be provided.

This offer of a partial refund took almost a month to resolve. This is extremely slow, and as of today it still is not even listed as refunded in my boyfriend’s account. How can they explain that a company that is supposed to be prided on efficient service takes so long to answer a customer service query? I have never experienced such a terrible example of a company solely asserting their market power without caring at all about their customers’ experience. Clearly I won’t be using their services again and hope that this example makes others think twice before paying them for a service without any guarantee of true care for their customers.

How Airbnb Refused to Protect Basic Human Rights

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Note from Airbnb Hell editor: this post contains strong language

I would like to tell you a story about how Airbnb has treated me when I was faced with homophobic abuse at my own house by one of Airbnb guests. Let’s start from the beginning: I am renting my spare room via Airbnb in Amsterdam, and I had a guest from Texas.

Upon arrival, the guest started making comments about me and my friend: that we were wearing faggoty clothing and have faggoty hair. Once he came into his room, he started screaming that he needed a door with a lock because there are faggots with him in the house and we would rape him at night. I choose not to have a confrontation and decided to leave the apartment for the night altogether. I left him alone there, so he wouldn’t be afraid of “rape.”

I would like to mention that when he arrived, I carried his six huge bags upstairs because I was trying to be polite. I also offered him the choice of cold water, tea, and coffee. After I left the apartment, the guest ran away with his bags and my keys. He wrote me a message stating exactly the same. When I returned home, I called the police and reported the verbal abuse. I also had to change the locks, which cost an additional 100 euro. I obviously have submitted a complaint against this guest to Airbnb, but naturally they haven’t done anything (what can I expect?).

Today I received a message that this guest filed a complaint against me, stating that I didn’t give him enough privacy and respect and he had to leave. In my reply to Airbnb, I explained the entire situation one more time and offered the following documents as proof: a police report; photos of the rented room to show that there was enough privacy; invoice for changing the locks; witness statement from my flat mate who was present during this event; witness statement from the neighbors, who heard all the commotion and to whom my guest spoke upon departure, claiming that “dirty AIDS faggots” lived here.

What do you think Airbnb did? They charged me the price the guest paid for the room plus extra charges from Airbnb. Obviously they refunded him all the money, because the poor homophobe was upset. Apparently I didn’t argue with him in the messages. I am shocked about the very fact Airbnb once again completely ignored the gay community and returned money to an abuser. Please feel free to contact me for more details. Let me know what exactly you want to do; I’d be happy to provide more information.

Airbnb Does Not Guarantee Your Room or Rate

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This is the letter I sent to Aisling Hassell and Brian Chesky and received no response.

Dear Airbnb,

Over this past Memorial Day Weekend, my wife and I had the displeasure of finding out just how well (rather, poorly) Airbnb takes care of its guests in unfortunate situations. I have had so many wonderful successes with Airbnb in the past that I am convinced this is a result of mismanagement coming from the supervisor of the customer service member who was handling my case. This is a formal complaint about the supervisor. My customer service representative, Brian, did everything in his power to help me out and I do believe he tried his hardest to resolve the problem.

Three hours before my wife and I were going to check into our Airbnb rental in San Antonio, our host canceled on us. This is a booking I had made almost two weeks in advance. I found out our host had canceled when Brian from your customer service department called us asap to help resolve the issue. I was a little freaked out as this was for my wife’s birthday; we are on a fixed budget as we are expecting a child in three months. I had searched hard to find a nice Airbnb within our budget that was close to the city center so we could get around easily. Brian and I looked at all the available rentals leftover for Memorial Day weekend and the least expensive option was $612 for two nights in a neighborhood I was not familiar with. The rental we had reserved was $270 for two nights in a nice apartment building with plenty of security.

I was reluctant to opt for a bungalow house in a strange neighborhood but it looked nice enough. Brian then informed me that Airbnb would only cover the cancellation refund plus 10%. This was not even close to us being able to afford the higher priced rental – I told Brian that was unacceptable.

How could Airbnb not guarantee our stay? It’s not our fault this host canceled. How can we be expected to pay more money for our vacation than we already agreed to pay? I told him that if the $612 airbnb rental, which was the cheapest one available is too expensive then Airbnb needs to put us up in an adequate hotel. We looked online and found that the Weston had a special rate $570 for the two nights. Brian said he would have to check with his supervisor and get back to me in an hour.

An hour went by and sure enough, Brian called me back. This time the refund had gone up by $100 and I told Brian that was not good enough: it was still not enough to make us whole. It would mean we would have to spend an extra $242 in order to afford the only available Airbnb rental left. He said he would call us back in an hour. Another hour went by. We were now in San Antonio without a place to stay. Brian called us back and told us the refund has gone up to $200. Once again, I explained to him we did not have an extra $142 dollars to spend on lodging for this vacation.

At this point, I requested to speak to his supervisor. Brian said his supervisor was unavailable and will – yes, that’s right – call me in an hour. Another two hours go by. I sent an email to Brian explaining no one called us. Three hours go by (that’s a total of six hours since the cancellation). At this point, my pregnant wife and I had to change into our dinner attire in the bathrooms of the restaurant where we were celebrating her birthday. Brian called me back in the middle of our dinner. I had to step away from this lovely celebration so I could yet again discuss where we were staying that evening.

Brian apologized about his supervisor not calling and once again said there was nothing more he could do. At this point, I told Brian that we were not going to be able to afford our vacation. He still couldn’t help. So my wife and I had a lovely dinner and drove back to Austin.

Yes, we got a $200 credit for a future Airbnb but that’s poor compensation for ruining our long weekend. I just don’t understand how this happened. How could it possibly be the case that if a host cancels on you hours before arrival that Airbnb won’t guarantee a place to stay that is as good or better than what was reserved? How can I trust Airbnb with my larger trips from this point forward? Thank god we only had to drive home, but what if we were stuck in a foreign country? What would happen in London or Japan where the next cheapest room might be many hundreds of dollars or thousands by the end of a vacation? Must I take that risk every time I book with your company?

This can’t possibly be. If the world found out this was the case, no one would use your service. I would imagine Airbnb would want to protect a traveler’s room guarantee at all costs. This is why I think this was not an Airbnb policy issue but a manager’s poor judgment. A poor judgment that cost a family their hard-earned vacation. At this point, we didn’t spend any more money because we ended the vacation almost before it began so I am not writing this letter asking for more reimbursement.

Airbnb Disaster Avoided: Almost Homeless in Seville

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A month ago I reserved this house in the Jewish quarter of Seville, happy with the price and the location and reassured by more than 30 positive reviews. The host was quick to reply and easy to contact, at the beginning. Five days before the beginning of my journey, I wrote him a message on Airbnb to ask him about some facilities and the check-in procedure. After more than 24 hours of waiting for news from him, I tried to call him on the “verified” number, which turned out to be wrong. As a consequence, I called Airbnb customer service to inform them of what was going on.

The guy from Airbnb told me that he would try to get in contact with the host, who – according to the reviews and to his profile – used to be quite active on the platform. After 36 hours, the host eventually replied to my questions about the facilities, but he eluded the question about the check-in time. I asked again about checking in, and also demanded he provide a proper working mobile number. After some hours, he gave me a new number and told me that he would contact me via WhatsApp straight away (but of course, he didn’t).

Late in the evening, Airbnb customer service called me, saying that they had finally reached the host over the phone, and that he intended to cancel my reservation. Obviously I didn’t know a thing about his intentions, and that happened three days before I was supposed to arrive. When things started to sound weird after contacting customer service for the first time, I reserved another place (not the house of my dreams… but what can you expect with a very last-minute booking?) with flexible terms, in order not to find myself homeless in Sevilla.

Since the host just “announced” his intentions to Airbnb’s staff, but didn’t really cancel the reservation, customer service did it in his place. I got a full refund from Airbnb. I don’t know what this guy had in mind… if he wanted to scam me, or if he is just an awful person who for whatsoever reasons wanted to leave me without a place to stay, ruining my holiday in Seville.

Unable to Cancel After Reading Fresh Bad Reviews

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My wife and I booked a nice property in Pattaya, Thailand back in April this year for a holiday we planned for June. We saw the nice pictures and read the nice reviews, so we decided to book this property. Reviews have always been one of the main factors in our decisions for booking a property. Everything was fine until we saw three bad reviews on that property that occurred in May. Some of these reviews were quite bad, as some guests had bad experiences and shared them for all to read. We were really concerned about the prospect of having a similar experience, especially with my four year old with us. I attached the reviews above.

We no longer wanted to stay at this property. If we had read such reviews, we would not have booked that property. Our only problem was we had booked it two months ago in April. Our problems started when we contacted Airbnb, and an agent who said she was our case manager basically told us that there was nothing she could do for us as there was a company policy regarding refunds. Since the reviews are written by hosts and guests and not by Airbnb, bad reviews were not a reason to cancel bookings; there was going to be a 50% cancellation fee.

She made me feel that were creating trouble when in fact we felt like we were being victimized and forced to commit to a property that appears to be okay, but was in fact not. Would anyone who read these reviews even consider staying there? This is not right. Airbnb was trying to be polite and claimed to want to help us but just came across as condescending. It’s ironic that she said the reviews could be fake and Airbnb doesn’t recognize reviews as reason for cancellation, when reviews are the company’s bedrock for sales. We would really prefer to stay at a different accommodation and be given a full refund or to have the charges applied to a different property asap. We are running out of time.

Malibu Nonsense Leaves Wedding Party Stranded

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Stay away from Airbnb when you plan to travel to Malibu. An Airbnb host in Malibu cancelled on our bridal party of eight twenty minutes before the check-in time. The wedding was two hours later. Below is a transcript of my message to the Airbnb case manager, along with the whole conversation with the host; this guy said I was “not a good person” while I was scrambling before a wedding due to the Airbnb fiasco.

Hello Jhoe, I regret to inform you of a devastating experience that our party had with Airbnb over the weekend. I had the responsibility of hosting eight guests, some of whom flew internationally to attend a wedding in Malibu, CA. We were looking for accommodations for June 3rd, 2017. The first bad experience was my reservation for a property in Malibu with Francine, who cancelled immediately upon my reservation request, citing that there had been a death in the family, which may or may not have been true.

She gave multiple other excuses at first that did not make logical sense (from “going away for a week” to “it’s already been rented”). The good part at least was that she did indeed cancel, only after I had tried multiple times to contact her to no avail. However, shortly after this, I had confirmed a reservation with Airbnb at a nearby property hosted by a person named Shawn. I thought it was odd that a Malibu property would be available for just one night, because this is typically not characteristic of available properties in this area. I attempted to contact Shawn several times with no response, but relied upon the assurance that there was a reservation by Airbnb. I then coordinated amongst my party of eight to all meet at the property, where we would prepare for a wedding at 4:30 PM.

On the day of the reservation, half an hour before we were to check in, Shawn contacted me finally through Airbnb (somehow the messaging system magically started to work right before our check-in time). He stated that the property was not available and that Airbnb had made a mistake. He stated that Airbnb had a glitch or bug in the system. He then flippantly dismissed the case and blamed Airbnb, and was quite rude to me as a host. As it was now about 3:00 PM, we now suddenly had nowhere to go to prepare for the wedding, and nowhere for our party to stay. On top of this, Shawn’s ridiculously rude demeanor was adding salt to fresh wounds caused by this disaster. Our recorded interaction is here below, and you will see the kind of threatening language this individual uses.

The ultimate result of this “glitch” was that we had to scramble at the last moment to find alternate accommodations that were significantly more expensive, and also not sufficient for our party… not to mention an excessive amount of emotional distress on this special wedding day. As you will see from the conversation below, Shawn had contacted Airbnb the day before the reservation, and I was able to confirm this with a call center representative on the afternoon of June 3rd that there was in fact an escalation that took place internally at Airbnb. The problem is that Airbnb did not take action to contact me, as the guest with a confirmed reservation, when there was still ample time to make alternate reservations – not until twenty minutes before the check-in time.

There is clear evidence of this failure to perform on Airbnb’s part, unless Airbnb can prove this to the contrary. We find that Airbnb is at fault for negligence and allowing the consumer to rely upon false information to create plans and take specific actions. There are specific damages that were incurred as a result of Airbnb’s error. We will be demanding an equal amount of the reservation cost in compensation ($3555), although the actual and proximate damages are in fact much larger than this. This week, our attorney will be initiating legal action if this matter is not resolved in a satisfactory manner. Needless to say, there will also be significant fallout and I will initiate a massive social media marketing campaign to ensure that any other potential customers are aware of Airbnb’s negligent business practices. I have a relentless resolve about this kind of injustice and will ensure others do not have this kind of miserable experience in the future. Thank you for your swift action.

Regards,
Peter

Transcript of messages exchanged between Shawn and Peter:

Peter: Hello Shawn, Hope all is well! We are Santa Monica locals who are attending a wedding in Malibu. We are a clean, professional bunch who are just looking for a place to sleep on Saturday evening rather than driving back down the PCH at night. Thanks for your consideration!

Peter: Hello Shawn! How are you doing?

Peter: Thanks for accepting our reservation. I’d like to just confirm that you’re good with our group staying at the property tomorrow evening.

Peter: By the way, this estate is magnificent. We’re really looking forward to our stay.

Peter: We had one question – do you think it might be possible to check out at noon instead of 10:00 AM on Sunday? Please let us know, thanks.

Peter: Hello Shawn, are there any particulars about how we can enter the property today? Like a lockbox or a hidden key somewhere?

Shawn: I contacted them a day ago and they were supposed to reach out to you yesterday. Airbnb has made a mistake. The days are not available and there was some sort of bug in their system.

Peter: We are hours away from a wedding! Oh my goodness, there is going to be a huge problem.

Shawn: I have spoken with them and they were supposed to contact you.

Peter: This isn’t cool, man.

Shawn: I totally understand and it totally sucks and I am sorry that they messed up. The dates were blocked out on my end. I didn’t have anything to do with this reservation and it should not have been made. Airbnb was notified immediately and they are responsible for this mistake. I’ve been trying to reach out to you since we made this reservation.

Peter: You couldn’t tell me this yesterday.

Shawn: Dude what are you not understanding? There is a serious glitch in their system. I sometimes see your reservation on my app and then it’s gone the next time I log in. The dates were never available. And when I saw it I tried tapping your listing and it would crash. I’m surprised it’s working now cause all yesterday afternoon it wasn’t. Chill on me please. This is not my fault nor yours.

Peter: Just so you know, we had eight international guests for a wedding today. The wedding has been completely ruined thanks to this fiasco. It may not have been your fault Shawn, but your response to the situation sucked. If you had had my contact info sooner you could have let me know.

Shawn: I tried to let you know and every time I tried the app crashed on me. I tried to open the reservation and it crashed. I tried to get your direct contact info and it crashed. I checked on my phone and it crashed. I checked on my computer and it crashed. Up until this afternoon I couldn’t even respond to these messages. I don’t know what the hell you want from me at this point and you are being quite rude. I think based on your assumptions and behavior you are clearly upset (and I am very sorry about that, and wish I could have done more) but you should probably look to direct your anger to those responsible. I went above and beyond on this and can show you my email to and from Airbnb with my complaints. I told them that I could not reach you yesterday five minutes after you made the booking. Please do not contact me again. You are rude and I don’t think you are a good person. How dare you use profanity at me and act as if I am responsible. You are the victim here. You did nothing wrong and I empathize as to how terrible it must have been for you and those coming in for the wedding. But you have no right to come at me. Again, please do not contact me ever again.