Author Archives: Robert Chew

Currency Nightmare: Complete Denial of their Problems

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I made a booking on the Airbnb website. It showed me the total was SGD $877 (Singapore dollars) and said it would be billed in SGD. I paid using a credit card issued in Singapore, with the default currency in SGD. My card got charged in USD instead, and there were hefty currency conversion fees from the bank. As usual, you can never find any number to call Airbnb for help. So after a long time navigating their “help” pages, I finally sent them an email to describe the problem. Someone actually replied, sounded polite, and earnestly tried to resolve the problem, but after a couple of email exchanges, you could already smell their dirty tactics on handling complaints. I can summarize their dirty tactics in just one sentence: blatantly lying, refusing to admit their mistakes, and then shifting the blame to others. They replied that the problem was that I was using a US credit card even after I emailed them evidence that my card’s default currency was SGD. They just kept insisting otherwise. They insisted that my credit card wanted to be charged in USD, which was never the case (I even called my bank to question them if such a thing was even possible). When I pushed for a more explicit explanation, they asked me to contact my bank and then simply stopped replying, both on Facebook and through email. The whole time they just gave template replies and sent me links back to their help page, which is obviously useless.

My First Airbnb Experience: A Mentally Unstable Host

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I’m an incurable optimist, so I’ll start this write-up with the prelude that I’ve been treated incredibly well by so many people here in London. I’ve been treated to a free meal, drinks, bus rides and a gym visit; people have consistently lavished me with admiration and kindness here. Everybody except for my Airbnb host, that is. I had to submit a more concise version of this review through the website, but I had so much more to say about the nightmare than 500 words. This is the unedited version.

There should be a 0 stars option. When I stayed with the host, he must have gone off his meds. From the start, he overstepped his bounds and was obnoxious. By the end of my stay, it was obvious that he’s mentally unstable. I witnessed him being a decent person to the gay couple who left the day after I arrived, so I know he can sometimes be personable. I booked because he had good reviews. He’s chatty, and so appears friendly on first meeting, but I think maybe he’s bipolar and I got the unhinged version. Even his chattiness is telling and catty though: often it’s negative put downs of his previous and pending renters (mostly women), which tells me more about him than it does about them. Maybe if you’re a gay couple, he’d treat you well. However, my experience was atrocious and the host went out of his way to inconvenience me.

First, after my booking, he asked me to bring a “small” parcel to him from my country to avoid duty fees. I agreed to his request but the package turned out not to be small and was the size of half my carry-on suitcase. It was fragile as well, and I was liable for its protection. He was not empathetic to what an imposition that was, having the nerve to tell me how much luggage he brings on a trip as a justification that I should have the space to spare. As lip service to putting me out like that, he promised to make me a meal during my stay but of course that didn’t happen. In the flat on the morning after my first night there, the host asked me if I needed the shower as he wanted to do household washing in the tub. I said I didn’t need it then, but that I would after I came back from the gym later in the afternoon. A few hours later (after the other renters had checked out and I was left alone with him), the host had continued to commandeer the bathtub and wouldn’t allow me to have a shower after I’d returned from the gym. He wanted me to wait for an hour and 45 minutes. It was really inconvenient, as I had a scheduled event I wanted to go to.

He then argued that I was miffed I couldn’t access the shower when I needed it because I wasn’t familiar enough with the principals of Airbnb. We ended up bickering about it. “This is not a hotel, this is my house,” he said, as if expecting to get to the shower when I’m paying him for the rental is some diva-like demand, even after giving him several hours notice that I’d be showering in the afternoon. I ended up having to leave without one as I was running very late and he still hadn’t made the shower available. If showers are only allowed in the morning, then the ad should state as much. Coincidentally, at that event I went to, I met a lady who also did Airbnb hosting, so naturally I talked to her about what I’d been experiencing with the host where I was staying. She assured me that his behavior is very atypical and she suggested that I cancel. I actually didn’t have to, though, because the situation got even worse.

I got back late that night. Shortly thereafter I got to hear him having loud sex in the room next door. The next morning, I was rudely awakened by him, yelling and accusing me of putting a pink dye (as some kind of sabotage to a duvet) into his dryer, which I never touched. Truth be told, I wasn’t even aware of where the dryer was (nor do I travel with pink dye). He raged that he’d contacted Airbnb about this fabricated act and that I would have to leave the rental immediately, even though I had another night left on my stay and two nights booked on future reservations later in my trip. It seemed a ruse to get the rental cancelled so that I wouldn’t have a chance to poorly review him for the previous grievances. “Wow” is all have have to say; it was completely crazy and unethical. So of course I had no problem leaving his vortex of insanity.

The stress of packing up to leave unexpectedly and finding a new place to stay on the fly was not something I bargained for; it was actually the opposite of why I booked an Airbnb in the first place. To top it all off, he spent the next couple of hours yelling at me through the door (whilst I packed and tried to sort things out with Airbnb customer service over the phone), threatening to call the police on me if I didn’t get out faster. He has the lack of empathy and calculation of a sociopath. I’m not sure he has the ability to cognitively understand the ways he inconvenienced me; he’s unstable. It was a horrible nightmare of a first experience with Airbnb. As he’s shown no qualms about making things up about me, I expect him to continue his lies on his review of me, potentially jeopardizing my stay with other hosts in the future. But it may not matter as he’s soured me on room rental through the site, so much so that I write this from a hotel; I’d prefer not to be suddenly thrust into living with a obnoxious and crazy stranger who I would not have otherwise chosen. But for their part, I will say Airbnb customer service was gracious and empathetic about his treatment of me, and they took my side, giving me a partial refund on the nights I already spent there, and a full refund (despite the host’s strict cancellation policy) for the remaining bookings with him. The long and short of it is: save yourself the hassle and steer clear of this nutjob.

Airbnb’s Policy with Children Leaves Much to be Desired

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Upon arriving to a home which was promised to be cleaned and ready for use, we found many items that could have potentially hospitalized or kids or worse. Prescription drugs (EpiPen in paper box) were left on an open shelf on a nightstand and picked up by my three year old. Used razors in the shower were also easily accessible by a toddler, along with melted bars of soap to add to the grotesqueness. Open containers of alcohol were in the refrigerator on the bottom shelf. Used tissues were stuffed into a seemingly new box, discovered by my 13 year old who needed a tissue and discovered a box full of dirty used tissue trash. Expired food (some from October) was in the fridge we were supposed to be able to use. The oven was greasy with stains that looked like they hadn’t been cleaned in years. Snow and fog prevented us from leaving the same night since we arrived late and discovered these issues late. Upon requesting resolution from Airbnb, they said the host had a strict cancellation policy and everyone has different opinions of what is considered safe/dangerous and clean. So they were suggesting we pay for something that we didn’t use and could have killed my kids. Airbnb needs to know their contracts should include verbiage that covers basic child safety requirements when hosts offer homes to families with children. Their staff should be instructed how to read and understand their own cancelation policy, which states if a home is unclean and unsafe that is concerned a legitimate reason for initiating a refund. How that is pushed as a matter of opinion or open for interpretation I don’t understand.

Canadian Nightmare: Complaints Treated as Joke

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This is an ongoing story. We received no help from our hosts, Alex and Julie, who treated our complaints as a joke, and no help from Airbnb who made it very difficult to make contact. We arrived at the apartment in Montreal’s Plateau neighbourhood during a snow storm. The apartment was obviously not ready to receive guests: no wardrobe space (closets full of Alex and Julie’s clothes, no provision for our clothing), no drawer space in the dressers (again full of Alex and Julie’s personal belongings), no space for our effects in the bathroom as the shelves and cabinets were full of toiletries belonging to the hosts. No allowance at all was made to receive guests. After everything we had heard about Airbnb we wondered if we were even supposed to be in the apartment. We took photos of the bathroom, the wardrobes, and the filthy oven in the kitchen and posted them. We contacted Alex and Julie about the problems with the apartment and our complaints were treated as a joke. We left the apartment early the next morning, leaving the keys in the mailbox. Airbnb has thanked us for our feedback.

Little White Lies Lead to Big Bad Airbnb

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I booked my very first (and very last) Airbnb reservation in October 2016 and have had one problem after another with it. When I was first charged, the Airbnb system calculated the total amount and applied it to my credit card. Soon after that I was contacted by the host, John, and was told that the amount was not enough since there would be three adults staying in two rooms. I pointed out to him that I paid the amount that I was given as per Airbnb’s calculations, that I had entered all information correctly, and if there was a mistake in his listing then it was his mistake, not mine. He kept coming back and saying that it hadn’t been listed correctly and he was losing money over it. I finally agreed to pay him an additional $135 for the 7-night stay and that I would give it to him in cash when I arrived on December 3rd. I didn’t know at the time that this isn’t allowed by Airbnb. He contacted them and tried unsuccessfully to fix his listing.

Four days before my sons and I were expected to arrive he texted me and said that Airbnb needed to speak to me; he gave me a phone number to call. I spoke to a representative and was told John wanted an extra $135 and an additional $100 cleaning fee. I declined, saying I had made a deal with him for $135 and was not going to pay another $100 to clean one bedroom. He finally accepted that and I thought we were good to go. My sons and I arrived at the property around 7:00 PM on the 3rd and were greeted by John and another man by the name of Tom. So far so good. The next morning we also met another man by the name of Emilio. It shouldn’t have been a problem but I had been told that my sons and I were going to be the only guests during our stay; it turned out the other two people were long-term guests.

In all fairness, the home was as described in the listing, and fairly clean. John even gave us a healthy fresh continental breakfast each morning. However, when I booked he told me we would have a queen bed and a king with ensuite bath. What we ended up with was two queen beds, one per room. Of course my sons were adamant about not sharing a bed with their mother or each other. Two grown men will not share a queen bed, brothers or not. So my oldest son, who is 46, ended up sleeping on the floor with a comforter and a pillow. On the third morning my youngest who was using the bed came to me and showed me a bug he had found on the comforter that my oldest had used on the floor the night before and had thrown back up on the bed. It was a live bed bug!

I took the bug and showed it to the host and he acted and stated that he was totally shocked that we had found a bug. After getting down on hands and knees and searching both rooms we found solid indications that there was a bed bug problem in the house that had been previously treated. So we went to talk to John and his response was to suggest that my sons and I had brought them in on our suitcases. My oldest son pointed out that since there were so many dead bugs in the rooms around the baseboards it was impossible for them to “fall” out of our suitcases and stick themselves to the baseboards. John then proceeded to blame the bed bugs on his previous guests. The gall of the man knew no bounds.

It later came out in conversations that included Tom, that the house had indeed been treated for the bugs and that Terminex had said the infestation was under control. This had happened two days before we arrived. John had never said one word to me in all of our conversations in the previous month about having bugs in his home. This was the biggest lie of omission of all. Just an aside: we also found other irregularities during our bug hunt. There was marijuana in one of the drawers in one bedroom and a container on the dresser that contained multiple brands of a large number of condoms. We spent the remainder of our day spraying our suitcases with spray that Terminex had left at the house and several hours washing and drying our entire vacation wardrobe.

In the small amount of fairness that I feel I can give, John did contact Airbnb and they refunded every dollar I had been charged. John paid a local resort for accommodations for the remainder of our stay. The downside to all of this is that Airbnb listed the reservation as cancelled by me. Hence I have no way to leave a review of my experience. I would have been fair about it, most likely would not have mentioned all the times John lied, and definitely would have given him credit for paying for our hotel. I don’t feel it is fair that Airbnb didn’t give me the opportunity to leave any kind of review at all. I guess that’s their attempt to protect their business name. I will never use them again as I feel they have no oversight on the condition of their guests’ homes or rooms and really don’t seem to care.

Guest from Hell’s Complaints Neverending

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I accepted an instant book for six nights starting in a few days time. I have hosted on Airbnb for nearly two years with great reviews (even from other hosts). My mobile home is based in Florida and is offered for sole use. Recently a guest brought in some bugs not native to the US and we had the unit treated several time to kill them. The guest that arrived started complaining the moment they walked in the door: “It’s dirty, the locks didn’t work, there were hairs on the sheets, the light bulbs weren’t working, the sink was blocked.” The list went on and on. However, as soon as we “corrected” an issue, even if there wasn’t one, suddenly there was another. We then got an email from Airbnb saying the guest wanted a refund! That’s when the resolution center came into the picture. I requested the guest leave, with Airbnb’s permission (she said). It took two days to get her out. I still have not been paid and now I have to deal with a case manager who has no supervisor to whom I can speak. I am so disappointed that Airbnb is so bad at customer service. I am thinking of cancelling all future bookings, telling the guests why, and getting them to contact Airbnb.

Dangerous Area And No Jacuzzi Means No Romance

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The rude host started by sending me an SMS at 5:00 AM with a string of texts about whom we should contact to get into the property. He offered an “apology” about the time by saying he was a surgeon on call 24/7… so, of course, that makes it okay to wake me up early on holiday. Then I had to use my UK phone to call this guy and arrange everything. I am originally from South Africa and decided to treat my partner to a romantic night with a jacuzzi overlooking Hout Bay. What we got was a block of flats by the bad part of the harbour with electric fencing, two armed guards and a jacuzzi that could be reached by a narrow fire escape. But wait, there’s more. The guy didn’t switch on the jacuzzi, so we were told to wait five hours, until 10:00 PM. In the meantime, I would have been too terrified to leave the premises at night for fear of being hijacked or robbed. It is miles away from the town of Hout Bay and just look up because if you look down or around you realise you have a cannery and are in a very poor area. Not that there is anything wrong with that, but you become a target for crime. I had a rather rude awakening to Airbnb policies and wondered why the host continued to be so arrogant – if you don’t stay there you can’t leave a review. Because of his cancellation policy, I couldn’t get a refund. So the fact that it was unsafe and misrepresented cannot be published. Good luck to any unsuspecting tourist because sooner or later there will be a crime reported.

Slandered and Threatened at Airbnb in Mexico

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I am now rounding out my sixth week at an Airbnb in San Miguel de Allende, Mexico. I am in total shock over how I have been treated and if the advice I’m about to give saves even one person the psychological pain I have suffered, it will have been worth it. Somewhere within the Airbnb contract, it says that a host ask a guest to leave for any reason. That, in and of itself, is insanity. And in the state of Guanajuato, it is completely untrue. In my case, the “hostess” saw me smoking a cigarette in her “casita”. That was a no-no. I apologized but her response was, “I am changing the locks and will throw all your belongings onto the street.” My response was to call my Mexican attorney. Yes, I have one. He advised me to tell her to back all the way off. Which, I did. Instead of her backing off I starting receiving daily Airbnb emails from her and from Airbnb itself. Her emails included the following flowery phrases she used to describe me: “pissed off addict”, “worst person I have ever met”, “you are beneath me”, “unethical”, “shame on you” and endless references to this one cigarette. She repeatedly told me to “GET OUT”. So after more than five weeks into this drama, I asked my lawyer to write her a letter.

Here is the real deal about renting in Mexico, through Airbnb or just directly with a landlord. Harassment of a tenant in Mexico is a criminal offense. Any attempt to evict a tenant outside the court is a criminal offense. Airbnb has no jurisdiction here and therefore, the tenant holds all the cards. Did I want to leave? Of course. But nothing was available that was not quadruple what I had already paid the hostess so I had to stay put. Do not knuckle under if you find yourself in a similar situation. You are being abused, you are the victim. There is nothing Airbnb can do to remove you. In fact, if any attempt had been made to remove me, that person would be subject to arrest. I hope this helps someone.