On January 10th, 2017 I contacted Airbnb customer service. I am in the process of filing my taxes and found that my 1099-K for 2014 was missing. I do have the 1099-K for 2015. I have logged eight hours talking on the phone with customer service representatives and have been referred to their “Tax Team” who haven’t yet responded. Each time I call I get a different explanation as to why in 2014 they withheld 28% of my payouts and why I may not have received a 1099 for that year. My request to the Tax Team has been made urgent and yet forty days later I have not heard from anyone. This raises the question for me whether the 28% they withheld went into their own pockets, what kind of organization they run that they can get away with not responding for over forty days, and why is there no other recourse? Do I need to contact a lawyer? We are talking about $4000 that they withheld and told me but won’t provide documentation that they may or may not have paid it to the IRS.
Author Archives: riemke brakema
You be the judge: Who is at fault, the host or guest?
My experience with Lane & Elizabeth was absolutely awful. As I reached out to Lane attempting to meet at the house at 3:00 PM to check in, he could not make it at that time and it wasn’t convenient enough for him; he pushed it to 4:00. The second I walked into Lane’s place there was an overwhelming smell of chemicals. Lane spoke to me as if I were a child being given a lesson, as he barely showed me around, handed me the key rudely, and left. I already felt uncomfortable. As I began cooking dinner I could hear the neighbors walking around above me and clearly hear conversations from the hallway, outside and through each of the walls of Lane’s place. It was already an issue that the walls were so thin and if I would have known they would so easily let sound pass through I never would have rented the place.
I continued my evening with a few friends. I made sure they kept their voices down to avoid any noise complaints and sure enough after Lane responded to my question about how to set up the television he mentioned a noise complaint. At first he explained how clearly the neighbors would hear anything happening on the balcony so I warned my guests. Soon afterwards I received another text demanding “the party be shut down”, labeling my gathering as a crazy party Lane was stressing over. He said the neighbors were angry and he didn’t want to have to drive over and leave his pregnant wife at home. This is Airbnb, an official business under a professional transaction. Although I understand Lane’s complaint about having to deal with his nine-month pregnant wife it was very unprofessional and did not concern me as the cause of the stress he was experiencing. He continued to text me that the “Party needs to end now. The party needs to end.”
Receiving these texts was beyond annoying because there was no party happening. On a Friday night at 10:00 PM I was being told to send my few guests home and make me feel like we were being extremely loud when it was truthfully not loud at all. Next an Airbnb manager called and spoke to me about the complaint purely being about loud voices on the balcony and nothing else. By this time I had completely silenced the music and had minimal friends over who were all just talking and eating. It was extremely frustrating to be yelled at by Lane over text when I had followed all his instructions and kept the noise to a minimum. This still wasn’t enough. At this point we were over the night and extremely disappointed to have been bothered multiple times, complained about when I had been responsive, and in communication with Lane and the Airbnb manager who had called twice. The Airbnb manager was very polite and understanding and completely willing to accept a compromise in the end.
Five people did sleep over, which I honestly had not known would cost extra or be an issue, but I did agree to pay an extra $25 per person. This was my fault and I just wanted to compromise in some way. This $705 will not be paid to Lane because my experience was just as unenjoyable as his. He complained that there was a balloon stuck in the fan which would cost $100 to fix. We had meant to remove it but no one was tall enough to reach. It was not tied in or stuck at all, it was simply wrapped around and an easy fix for any of us. It is crazy how angry Lane was the next day. He texted me saying his place was trashed which was completely not true. We had taken out all the trash, washed all of our used dishes and cleaned all the trash and food. Anything we had brought was removed from his unit.
I paid a $45 cleaning fee and all we left for Lane’s cleaning crew – himself and his nine-month pregnant wife – to clean was the floor which had chip crumbs on it. Lane also complained that we had left a phone and bullets, which was innocent enough. A friend of ours came from the army and left them with his phone, there was nothing more going on with them. I do understand how this was probably scary but I assured them it was an innocently mistake and we could provide any proof if necessary. My friend was not able to retrieve his phone right away because Elizabeth held it hostage in exchange for her blanket, which we mistakingly took because I thought my friend had left it. She sarcastically responded to us finding it saying: “Oh, all of a sudden you now have the blanket”. She was extremely rude, and harshly accused my friends of trying to steal it.
The last complaint Lane left was regarding burns on the sofas and carpet. These burns were there when I had first come into his unit. I saw them myself and asked Lane about them because I clearly read that one of their few rules was no smoking whatsoever. There was no one smoking at my gathering and I can assure you that I am being wrongfully accused and attacked. I do not feel it is right to charge me $705 and unprofessionally handle this situation due to the anger and rage Elizabeth held towards us, someone to whom she had never spoken.
Host Pet Allergy Problem: Awful Airbnb Guests
I have had several problems with Airbnb in the past and I am a Superhost. This time was so crushing. I specifically stated I have a no pet policy because my oldest is extremely asthmatic to dogs and cats. I came home to find the guests brought a dog into my home and it defecated all over the house. It was disgusting. After 40 emails and pictures, Airbnb would not refund the carpet and house cleaning bill. Sadly, this is not the first time Airbnb has sided with a guest over a Superhost. I had a guest cancel on me at the last minute and I have a strict cancelation policy; Airbnb refunded the guest in full. Airbnb customer service is perhaps the worst I’ve encountered. You cannot actually speak to Trust and Safety and when you call the help desk they claim they have no way of getting a hold of the team. What is the point of a security deposit if a guest can break house rules and not be held accountable?
Lost Over $7,000 Due to Airbnb Check In Policies
My experience with Airbnb has been unfavorable to say the least. For starters, I had helped some work associates book a property as they had to be in Los Angeles to work on a construction project. Since these are close personal associates, I offered to book through my account since the guys had never used Airbnb before. These men are also aware that I am a licensed realtor, so they trusted that I was more than capable to set us up with something that was safe and secure. Since I hadn’t been there at the time the guys showed up, and the owner decided to drop in, the situation turned ugly. Frank Grande, who is by far the biggest scammer I’ve come across, kicked everyone out, and reported the incident to Airbnb. Considering that I was going to be joining the men during the duration of their trip, it should have been noted and considered when it came to Airbnb’s terms and conditions, which clearly indicate that you must be present at the booking. However since I wasn’t there at the very same moment, I was penalized and lost over $7,000 due to Airbnb’s “judgement” on the situation.
The entire situation was ridiculous. I lost thousands to the owner who kept all of the money, and Airbnb who pocketed their share. Considering this, how can Airbnb be considered a neutral party to pass judgement on the situation? Isn’t it fair to say that since they stand to profit off my loss it would have been an easy decision for them in spite of my reasoning? Wouldn’t it be fair so say that a licensed realtor would never want to compromise their license over a booking for strangers? Considering the fact that I explained the entire situation to them and received no remorse and no compromise, I’d say their scales are highly tipped toward everyone’s pockets being filled versus moral ethics and compromise considered by a neutral party that doesn’t profit.
I have recently come to discover that someone had recently placed a listing on my account, allowing people to request and book through my account. I received no verification, emails, or any kind of authorization for the creation of this listing, the acceptance of bookings, and any notice until after the fact. How is this even possible? When I called Airbnb, I had to wait 25 minutes to speak to someone who merely apologized and told me they would have someone contact me. Here was their response: Change your password (in a nutshell) and then close the report. What kind of service is this? I will forever discourage people from using the site and being very careful about any bookings they place and payment sent considering this was easily done and Airbnb has done nothing about it… what a pitiful company.
Reflections from a Guest: Airbnb is Going Downhill Fast
As long term Airbnb users, we can say it that is starting to go south and management doesn’t care. Firstly the currency conversion fees: when I book in a location with a different currency I am forced to use Airbnb’s woeful rates (more profit to Airbnb). I’d rather use my bank’s rates, but can’t do that anymore. Next we have awful hosts (looking at you NYC). What happens here is you enquire about a booking for given dates at the advertised price. The host comes back with a ‘special offer’ which is much higher than the advertised rate and may or may not include a ‘please pay me XXX on arrival in cash as well’. Nope, the calendar price is what we will pay. Suddenly, ‘I’m sorry the house is no longer available’. A bit of a grey area, but customer support doesn’t really care as there has not yet been a confirmed booking. Although a confirmed booking does not seem to matter either, as my next and last gripe will explain.
This has happened twice now. We make a booking, it is accepted, paid and confirmed, and we are all happy. Then sometime before the arrival date, the host decides to increase the price. We refuse, and ask Airbnb for advice. In the meantime, the host contacts Airbnb and they cancel on the host’s behalf. There are no penalties to the host, who is also a Superhost. We are left to find alternative accommodation and Airbnb doesn’t even follow their own terms and conditions.
Airbnb Guest Destroyed Flooring Amounting to $1,000
My very first guest stayed at my condo for two weeks. Needless to say, I was quite ecstatic since it was my first time hosting. I thoroughly cleaned the place, stocked up up the kitchen, provided clean linen and extra towels, the works. Throughout his stay I was kind of worried because whenever I texted him he would not respond. I trusted him enough to let him have a late check out time and self check out. To my demise I walked in the unit a few hours later after I finished work and my laminated floors were all damaged from moisture. There was a huge puddle under the split-type air conditioner. I messaged the guest several times (he was on his way back to California) and got a response two days later; he admitted that he saw the leak, just simply cleaned it up with the towels, and declined to pay the measly $300 that I was asking for a cheap band aid solution. I got in touch with Airbnb and it was only then that they said I should get a proper documented estimate. I got in touch with our building’s supplier which naturally cost more. I gave Airbnb two options: one for $1,000 and another for about $1,600. They got back to me just now (I filed the complaint on February 12th, after the guest left) and the emails state that they will issue me a check for $1,000. I’m really looking forward to getting the check and having the repairs done but sufficed to say, I’ve unlisted my space for good. Just a tip: never list your space on Airbnb if you are not ready for damages and the stressful process of it all.
Airbnb Owners Traumatise Neighboring Family
We have attempted to communicate with our neighbours for the last three years to find some sort of resolution to the constant intrusion to our family life. Our communication has been up and down to say the least but we are now blocked. In summary they have countered, ignored and deferred our desperate pleas for action for three years. I guess if they are earning $600 a night for a heavily booked hotel with no consequences, it’s not in their best interest to acknowledge our concerns. Insulating the house and putting up a decorative privacy screen does nothing to mitigate the foul behaviour and assaults that emanate from an openly advertised party venue. The owners are running the business next door and they are responsible for what happens there. I believe that as an owner of the property they should be held accountable for what happens. We have been verbally and physically abused and my children now have to ask if it’s ok to play in our back yard. Airbnb have ignored our multiple reports and phone calls. I was hit by flying beer and wine bottles last week. What does it take?
Constant Noise from Airbnb Guests Annoys Neighbors
My next door neighbour owns 15 properties in Dublin, and unfortunately we happen to live next to one of them. The listing says up to six people are allowed (for a two-bedroom apartment), which effectively allows big groups of friends to rent it. As a results, every other weekend we suffer from loud music and noises coming from this apartment. Our efforts to speak to the visitors is nothing more than a short-term solution. They might listen and somewhat calm down but there are new people every few days. We’ve never seen the owner, and we unable to discuss this matter with him. We’ve been forced to file a complaint with Airbnb, but still have yet to receive a reply.
Airbnb Won’t Take Responsibility For Fraud
I was unfortunately the victim of fraud from an Airbnb listing. Yes – I know, I’m stupid – I should have known better. I was new to Airbnb and had no idea that what I was proceeding with was not standard protocol. Ultimately I found a listing on Airbnb with a description that requested I email the provider to make the booking. He then used a very elaborate scheme to make me believe I had returned to Airbnb to submit payment for the listing. Now my money is gone and Airbnb is insisting that because I went outside of the platform I was 100% liable for what had happened. What really crushes me the most is that Airbnb allowed this user to make a listing with a description that gave detailed directions to email them outside of the platform. Airbnb did not properly vet this account and did not ensure that they were posting accurate information. I naively found this listing on Airbnb’s trusted site and thought that because it was posted in the description, it would be ok. After that I was quite foolish and fell for the rest of his scheme. I lost a good amount of money and it is devastating to my family but I’m sure big corporate Airbnb doesn’t care at all what they’ve accomplished; after all, this is pennies to them. The investigative “trust and safety” department issued a resolution with bias and untrue grounds that just so happened to benefit the company. Now they are refusing to speak with me any further and insist that there is no way to communicate with the investigative team. I’m just so thrilled to hear that their own investigation went so well for them without any of my cooperation. My point is that Airbnb did not properly vet this posting and fully allowed the listing to get published with detailed directions that resulted in me being the victim of fraud. They are partly responsible for this incident and refuse to accept that in any capacity. I don’t know what else to do to get their attention but they have been completely uncooperative with me.
Worst Valentine Getaway: No Help from Airbnb
I know a listing that must be taken off Airbnb. Customer support has not helped. Fay’s place was a nightmare. It’s unsafe – three dogs, broken guardrails – and has dirty floors, couch, kitchen and bathroom. It is not a private home, but rather a shared upstairs living room. She and others live there with three large dogs separated by a curtain with no door. It is a dirty studio with a view of her garage (guest house conversion) and three large German Shepherds which go outside and inside freely with no separation between them and your private space. Before arriving I contacted her several times with no response. The house was dirty and clearly thrown together at the last minute before we came in. The location would be ok if it was not the worst house on the block and an eyesore. Having three large dogs in the back yard barking at us was not ok and inviting them into the house without consulting us was also not ok because they bark at you aggressively. Also having Fay yell shut the hell up aggressively did not help us feel comfortable in this situation.
Airbnb was not helpful in resolving these issues and did not care about our safety and comfort. Instead they only asked us to take pictures of these issues at night in an unsafe house and conditions. Jolanda, our customer support case manager, answered the phone several times without responding for minutes while we were forced to listen to the room full of side conversations until she decided to answer the phone out loud (clearly someone was in training and rude side conversations dominated the actual support). After getting Jolanda on the phone and explaining these issues she said there was nothing Airbnb could do and they said that they wanted to contact the host and resolve the issue while we were there, without considering our safety and comfort in this terrible situation.
If a listing is unsafe and uncomfortable, then Airbnb should refund the cost of the rental and take the unit off of the market until the issues listed in the reviews have been resolved and reviewed by an Airbnb agent. They did not facilitate finding another location to stay even though they said they would and they would not acknowledge that several others have had these same issues (which we later found in other reviews). Also, after Jolanda said that she would find us a place to stay in 5-10 minutes she did not get back to us at all. So after waiting for 40 minutes I called Airbnb and stayed in contact with their team for over four hours with zero helpful customer support and no access to a customer support manager or supervisor. There is no excuse for this level of service.
Other important notes: if the outside railing of the second floor is rotting and spilling over to the bottom floor then this unit should not be listed as safe. If it is not a private home then it should not be listed as such. If it is not a penthouse then it should not be listed as such. If the host cannot fix these complaints and cannot prepare her home properly then she should not be a host. Also, Airbnb provided zero follow up with me now 15 hours after the event; customer support was rude and provided no conflict resolution for the four hours I was on the phone with them. After traveling with Airbnb for years and having many positive experiences I can only imagine that this was a freak event at a freak location. I would like to hear a response from Fay and Airbnb explaining the resolution to these issues.