Author Archives: RICARDO

Black Mold is Considered Clean and Sanitary to Airbnb

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This was my first experience with Airbnb and it went terribly. I really wish I had researched the company a little more before committing to a four-night stay in Myrtle Beach. I thought I had found a great deal and was excited about my trip. Unfortunately, the condo reserved was covered in mold and filth. There was black mold on the curtains, shower curtain, the walls, and the baseboards along with just general filth and stains everywhere else. I went to take a shower and the shower liner was covered in mold and the most disgusting part is that there were pubic hairs on the walls of the shower. There were random stains on the floor that didn’t even look like they had been attempted to be cleaned.

I contacted the owner who said that they would send someone to clean it. The longer I was in the room, the more I realized that this wasn’t a “cleaning lady” job and that someone needed to come in to remove this mold as it was a health and safety risk. I was also wasting precious vacation time on a long weekend away. I waited two hours for a cleaning person to show up. When no one had come, I reserved a room elsewhere assuming that once Airbnb saw my pictures, they would completely be on my side (that’s how dirty the room was) and would feel the same level of disgust. I followed the online steps and submitted a request through the resolution center within the 24 hours stated. Unfortunately, Airbnb restricts the number of characters that you can put in your request so I just tried to give the general run down and attached the pictures of the filth.

When I hadn’t heard anything the next day, I wanted to contact Airbnb directly. It was difficult to find the contact number but I eventually found it and spent quite some time on hold. When I finally spoke with a representative, the woman stated that we needed to give the owner time to respond and that she thought a refund wouldn’t be a problem… she was wrong. Airbnb denied my request for a refund and only provided me with a $200 credit (why would I be interested in using Airbnb again?), not the $475 that I paid on the room. The response from the resolution center claimed that I didn’t give the owner time to have someone come and clean. When I reminded them that I waited two hours and then sent additional pictures of the mold stating that my short stay wasn’t adequate time for them to take care of this issue, the representative then told me that I didn’t follow the proper procedure.

I not only contacted the resolution department within 24 hours but the next day, I called and spoke to a representative who gave me the feeling that I wouldn’t have any issues. As a reminder, their policy states, “at the start of a guests reservation, the accommodation: (i) is not generally clean and sanitary (ii) contains safety or health hazards that would be reasonably expected to adversely affect the Guest’s stay at the Accommodation.” At the start of the reservation… so, at the start of a reservation, the room should be clean. Also, I would think that black mold would be covered under both statements (i) and (ii) considering how dangerous it can be. Apparently not. The room is still up for rent. Airbnb and the host are still collecting their money.

I honestly cannot describe what I’m feeling right now; it is enough to want to cry. $475 is a lot of money to me and this falls in the midst of me trying to save every penny for a wedding. Not only am I out the money for the Airbnb but also the money for a safe hotel that wasn’t covered in mold and stranger’s pubic hairs. I feel like the money was stolen from me. They falsely represented a clean and SAFE room. They didn’t deliver and are keeping my money anyway, even though I didn’t stay at the accommodation. It is so unethical on the host’s side as well as Airbnb and is such a hard thing for me to accept about a company that appeared to be reputable. I have many more pictures but only attached the number of photos that the system allowed. The attached photos are what Airbnb and the host consider to be “generally clean and sanitary” and with no safety to health hazards. They “reasonably expect” the condition of this room not to affect my stay. They are crooks.

Airbnb Charged Me Twice, Still No Reservation

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I was trying to make a reservation for three nights at a location that would have cost me $35/night. I started working on this around August 26th. My ID couldn’t be verified as it wouldn’t link to my Facebook account, despite the fact that I’m very active on it. I have 339 friends which they said is enough (besides, I’m particular about who I allow to see my personal information). At first, despite it being super annoying, I tried to get my ID verified but I just couldn’t do it. The second I told them that I was done trying to get involved with their company, my ID was suddenly verified and I was told I should go back on Airbnb and make a reservation… which I did. BIG MISTAKE. They charged me $101 on September 2nd and then the next day sent me an email saying that my reservation was cancelled because I wasn’t verified. On September 5th, my money was refunded so I just thought I would leave it at that. They kept sending me emails saying that I needed to verify my ID, which I didn’t bother doing.

On September 8th, I went to go use my debit card and I was overdrawn! I checked my account and due to another $101 withdrawal Airbnb made, I was now overdrawn my 28 cents. I called Airbnb and they refused to connect me to a supervisor. I probably had to ask at least eight times. Then I spoke to a representative who accused me of lying and saying that they only charged me once. That’s right… the supervisor pretty much called me a liar. She said that she would email accounting but since then I haven’t heard from her. She was there on Friday and left without calling me back. Today one employee ended up hanging up on me, but not before refusing to let me talk to a supervisor. Then another at first told me the supervisor was busy, then said the supervisor wasn’t there, then when I asked him for the address so I could use it for my BBB complaint, he told me that I could look it up on the Internet and it wasn’t his job to give me that information. I think that in order to block them, I will have to cancel my debit card and maybe change my email address.

Not My Blood on that Airbnb Host’s Duvet

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I needed a break. I had work on a business plan that needed to be done but I was distracted and my apartment (and the city) were loud; I wanted silence. A friend recommended a cabin in the woods and the idea took hold. With somewhat limited time – an earlier planned vacation fell through and I was scrambling – the need for a location with wifi, and budget constraints, I decided to join Airbnb after recommendations from friends. The host I found was in one of my favorite spots in British Columbia and in my budget for a four-night stay. I could cook, visit local trails, watch deer on the large property, and walk a pleasant 40 minutes to the nearest town center. I thought it was perfect, and the host agreed it was a great spot for writing especially after I specified I wanted peace and quiet. I thought it was only going to be a retired couple in the adjacent home so I wasn’t worried about loud parties.

When I got there and the host showed me the place, he casually mentioned I might hear the odd noise from the person renting the suite next to mine. I brushed it off, thinking it couldn’t be that bad. The home was older, made of wood, and the walls were very thin. The neighbors woke me up in the morning and kept me up at night (they went to bed later). It sounded like they were constantly renovating or building something. Then the neighboring property had a loud party that went on quite late. I had to leave each day just to get the peace and quiet I went there for. It was disappointing and I didn’t get any work done. Before I left, I made sure my dishes were done and put away. I used the carpet sweeper on the rugs, cleaned the bathroom and made the bed. Things you do when you stay at someone else’s place.

When I got home that evening I opened up my email to find a ranting message from the host saying I had left a bloody mess on the duvet, tried to clean it, and then made the bed to “hide the now wet and bloody mess.” She wanted money for the damages. I was stunned. First off, it was a very hot week (mid-August) and temperatures were in the low 20s C even at night. I pushed the duvet off to the side along with the wool blanket covering it and used only the top sheet, none of which had any stains. I made the bed as a courtesy, and didn’t notice any stains. I was not menstruating and had no wounds that would have bled. If that stain on top of the duvet was blood, it most definitely was not mine.

I explained this to the host along with my surprise at the tone of her accusatory message and asked for more detail about the stain. She provided pictures of an orangey stain she was adamant was blood. After hearing my side of things, she agreed one of her cats could have brought something in and left it at that with the hope I would write a nice review. I was so stunned I didn’t know what to say. Not wanting to leave a bad review, I said nothing hoping this was a one time misunderstanding. Airbnb closed the claim and labeled it resolved. I should note they have a 48-hour window once a reservation ends to file a claim. I was relieved.

Three weeks later (too late for either party to leave a review) I received another message stating she wanted money because she couldn’t remove the stain. I declined responsibility, citing the earlier resolved claim. Two days later Airbnb reviewed all the facts and documentation and sided with the host, charging my credit card the security deposit. Since Airbnb’s head office outside of the US is in Ireland, I would have to attempt to reach someone at 2:00 AM, which is when I was receiving messages from them. They are not in the business of hospitality; they are there to “handle the money so you don’t have to.” Successful hosts and guests have been lucky. Please use due diligence and do your research as there is no recourse for you should something go wrong. Better yet, don’t use Airbnb.

My NYC Nightmare: Building Doesn’t Allow Airbnb

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My daughter and I booked an apartment on the Upper West Side of New York City several months in advance of our September 1st visit. I was in touch with the host via text several days in advance, who told me to tell her when I was landing, and she would give me directions on how to get to her apartment. Upon my arrival at the airport from Nashville and on the way to the apartment, I called her, at which time I was told that she was changing the location to her son’s apartment on the Upper East Side. I was also told not to tell the doorman that I was an Airbnb guest, but “a friend of her son’s girlfriend Zoe.” I was very upset and told her to cancel the reservation and I requested a refund of by $1,345. So far, in spite of repeated attempts to reach her and Airbnb, I have not received a refund. Help!

Outright Theft by Airbnb Discovered in Chile

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So, my story begins when I showed up to the door of what was supposed to be my Airbnb in Santiago, Chile. I called and emailed my host several times until I finally got a response. Her response was shocking to say the least. She told me she never accepted the booking and, in fact, she wasn’t even based in Santiago. Well, needless to say, I was pissed and panicked. I called Airbnb only to be put on hold for an inordinate amount of time. I was told that this was classified as an emergency and I would be contacted very shortly. Three weeks later… I still haven’t heard from them and I’m still being charged for the stay. That incident made me decide me to research my account. I saw a charge from Airbnb for $454. I never stayed  anywhere that they would need to charge me for that amount. I called and told them so and, again, was told this would be an emergency response. That made me concerned, so I started digging through my bank statements to find that Airbnb has stolen $5500 out of my account over the past year. Now I can’t get anybody on the phone to talk to me about it. But, it’s good to know that it is a priority for them to get this resolved.

Elderly Airbnb Guest in Germany Kicks Cat, Steals Keys

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This is my story of hosting a Spanish woman; I offer tips on avoiding weird guests on Airbnb and alternatives to Airbnb:

1. Use Wimdu instead. It’s a German platform. I have switched to Wimdu and like it.

2. Don’ t ever assume Airbnb customer service will help. They are a bunch of useless employees.

Made no mistake, those two points are equally important.

3. Avoid taking bookings from this guest.

4. The guest asked to stay in my flat for a month. She told me she was visiting to improve her English, and used a picture of a lovely flower as her profile picture. I assumed (big mistake) that I was going to host a young, open minded student… never ever take bookings from people who are not verified and who hide their real photos using pictures of flowers, cats, dogs, etc. I did not know that I was going to host a narrow minded 70 year old from Spain who was expecting me to be her maid.

5. On the arrival day, I saw her: a 70-year-old lady who struggled to find my place, wearing heels, with her lovely toenails painted red. She was the kind of person who thinks “you are my maid because I am renting a room in your house.” She wanted me to take her to the shop (LIDL) to buy food. Because she was quite old I tried to be nice so I took her to LIDL in my car, she did her shopping, and she called me on the phone to pick her up when she was finished (like I was a taxi service)

6. The second day, she pushed us to have dinner together because she had to improve her English. I said, “Well, I am not starving; I will have dinner later.” She replied, “Okay, then I will wait and I will have dinner with you.”

7. On the third day, she woke up in the morning “fresh like a flower” after she had been snoring the whole night (I got no sleep…) and she asked me about breakfast. I simply said: “No, I’m not cooking breakfast for you.” I never offered breakfast in my listing; it was just the room with ensuite bathroom, fresh towels and linen, and free use of the kitchen.

8. Day 4: she realized she had no travel adapter. I told her that there is a shop close by that sells them, and she replied, “You have more than one so you have to give me one of yours.” I just said “No…”

9. Day 5: she started using the washing machines (I’m not talking about one but multiple washing machines and driers) at 7:00 AM… on a lovely Saturday morning… the fact that I was still in bed and the washing machine was bloody noisy did not even bother the “princess.”

10. Day 6: I went out, came back, and caught her hitting my poor kitty cat. Finally, this was too much. I called Airbnb, told them I wanted to her out of my flat. Airbnb contacted her, so the fresh flower came to me and said, “Okay, I can leave… but you have to find me some new accommodation.”

11. I gave her the phone number of a 4-star hotel where she could be treated like a real lady, a fresh flower. However, I doubt that even in a 4-star hotel someone would have given her a travel adapter.

12. Finally, when she checked out at 9:30 AM, I stopped her and asked for the keys. She replied: “I am going downstairs to the car and then I am coming back to get my second suitcase.” I waited and waited and waited…. but she did not come back. I called her and she hung up on me. I texted her and told her to come back, take her suitcase, and give me the keys. No reply. Basically, I had her suitcase and she had my keys. I didn’t know where she was, and she could enter my flat anytime she wanted. I contacted Airbnb immediately. They replied: “She can’t give you the keys because she is busy finding new accommodations.”

At 4:00 PM I went to a locksmith to change the locks at my flat (120 euros). I called Airbnb and they said the same thing again – “she is busy looking for a new place” – so I told them: “Okay, it seems that you are not helping at all. I do not know what’s in this suitcase so I am going to the police station to hand the suitcase to a police officer.” An Airbnb representative called me back after five minutes (the case manager of my original contact) and begged me not to involve the police. He asked me to go the the hotel where she was staying – I thought that she had been looking for accommodations…? – and to give her the suitcase. I told him to tell the fresh flower to go to the police station to collect her suitcase because I had no intention of going to her hotel. Finally at 5:00 PM I managed to get my keys back thanks to the police.

When the adventure with the fresh flower was finally over, I asked Airbnb for compensation because I had had to replace the locks in my flat. Obviously, there was no compensation and they have not paid me for the six nights the “fresh flower” stayed in my flat. I had never had a cancellation before and I won’t have cancellations again; I am not using Airbnb anymore.

Arrived safely, but no one was home?

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We had a horrible host who did not prepare for our check in even when we confirmed the arrival time weeks in advance. We were supposed to have a nice stay and a nice place. What we were met with was absolutely nothing. Check in was set for 12:00 PM, so we were there at 11:40 AM. We waited until just after 1:00 PM without a sign of the key or the host to greet us. We knocked on the door and got no answer; we called – no answer. What could we have done but leave such a situation? All he had to do was leave a note on what to do with the front desk or the key. This is unacceptable behavior for a host. Saying someone will eventually show up at an uncertain time in the future is absolutely disrespectful. Leaving a paying guest waiting and exposed to uncertainty is unprofessional and, on top of that, trying to say we were a no show or late is insulting. Trying to shift the blame to the guest is a slap to the face. We are demanding a full refund and suggesting that he be removed from Airbnb before he leaves another guest rushing to find suitable accommodation in a foreign country soaked from the rain waiting on him to eventually show up. This is the most embarrassing experience in my professional 40-year career in front of friends and colleagues for us to experience such disastrous service and ridiculing responses. I’m expecting a full refund by the next working day.

New Discrimination Policy: Instant Book

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I’m happy to see Airbnb beginning to address this. However, as a former host, I hope that the ability of hosts to screen customers does not take a backseat to guest satisfaction. Keep in mind you are profiting from people hosting strangers in their personal space – that involves a great deal of trust from a host.  My husband and I found a number of new Airbnb users were approaching booking our home as a hotel rather than a private residence. This included property damage, leaving our home a pig pen, leaving kids unattended, and rendezvous putting us in awkward situations with unhappy spouses. These incidents caused us to hesitate when booking new Airbnb users who did not have any reviews. The increase in promotions on airlines and the number of first time travelers resulted in requests from people looking for a cheap place to stay rather than a home stay experience. I would find it imposing to restrict the ability to screen just for the sake of a few hurt feelings, especially when our booking history showed we welcomed all races, genders, and sexuality into our home.  The problem with “instant book” is that it removes the initial communication between hosts and guests.  Please do not penalize your hosts who are hesitant to allow just anyone into their homes. We are not prejudiced – we are protecting our family and our belongings from those who do not understand the culture of Airbnb. Thank you for your consideration to those who make your business possible.