Author Archives: Salil Manga

Racist Host Cancelled Over Holiday Weekend

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What was supposed to be a peaceful, relaxing weekend away with some of our closest friends for Thanksgiving weekend turned out to be a nightmare. Our group consisted of a total of six individuals, ethnically diverse (east Indian and Korean) professionals, a mix of women and men. One might wonder why is it important to mention a description of our ethnic background — why does that need to be stated on an Airbnb review?

With everything happening in the United States, racial profiling and discrimination is something I felt free of in Canada, especially in British Columbia where our communities are multicultural. However, we were all victims of discriminatory behaviour by the host.

We booked accommodations at Campbell River about a month prior to our arrival. The intent of our stay was to have a weekend away with our friends and enjoy what we named “friendsgiving.” We were all excited to share a meal around a table, play some board games and enjoy nature. Upon our search we came across a “luxurious log cabin” and the six of us decided the cabin was to our liking and suited our needs and interests for the weekend. We proceeded to book the accommodation, and the host and hostess accepted our payment.

We started planning. We are all honest individuals and have immense respect for others’ homes. We did not want to bring or do anything which was not okay with the host so we took the liberty to be honest and asked the host if it would be okay if we cooked dinner for thanksgiving at the cabin. In addition to this, we asked if it would be okay if we brought our lovely Luna (our dog) with us. The host was quick and kind to reply that the kitchen is fully stocked for cooking purposes and we are more than welcome to host our dinner. However, she was not okay with our pet.

We respected her wishes and decided to let our dog stay with family and were very thankful that she was okay with us using the kitchen. It does state on the listing that the kitchen is available for use and we do have proof of the host’s messages agreeing to the use of the kitchen.

Two days before we were to leave for the weekend, we got a message from the host asking to change our cabin and to consider making changes to our accommodation. They send us pictures of a different cabin, which looks absolutely nothing like the log cabin we had originally booked — not nearly as nice. We kindly asked the host if we could continue to keep our original log cabin accommodation as the entire group is more comfortable with our initial choice. We promised her our dog is not coming with us and that we are all professionals and will leave the place with no damage. The host agreed to allow us to continue our stay at the originally booked log cabin.

All of our ducks were in a row. Ferries from horseshoe bay were booked. It was the day of departure and the six of us make the six-hour commute to Campbell River. During the drive in the morning, we got bombarded with messages from the host saying we could not stay at the log cabin. She was going to cancel our booking unless we agreed to stay at the other cabin.

We took the liberty of calling Airbnb customer support and explained the entire situation to them. They mentioned that the host is in the wrong and should not be changing accommodations without getting approval from the booking customer. The hostess was strong arming us to stay somewhere we didn’t book. Considering we had already commuted almost four hours at this point and it was a long thanksgiving weekend with no other place to stay that could accommodate six people, we had to agree to changing the cabin. However, our condition was that we wanted to see the cabin first upon our arrival.

Once the first half of our group arrived, the host refused to open the gate and let them in. We called her and messaged her to let us in — we paid for the accommodation and travelled a long way to be here. At first, she refused until we called Airbnb and agreed to cancel our original booking and accepted the new cabin. We politely told her that we would like to see the cabin she was recommending before agreeing to her request.

This is where it gets really ugly. When she finally came out to open the gate and take the group to the new cabin, we noticed that the cabin had not been cleaned at all. There was dirt and leaves everywhere, the sheets looked slept in, there were coffee stains on the tables, and a horrible smell. The cabin looked completely lived in and had not been cleaned at all.

Immediately the group refused to stay there — this was not what we paid for and this was not what we travelled six hours to stay at. When asked why we could not stay at the log cabin we originally booked her words to us were: “People like you stayed there last time and the people like you all burned the stovetop.”

At first we were taken aback by the phrase “people like you” and then expressed to her we had no intention of damaging the place. She could take a larger cash deposit from us and hold onto it until our stay was over and return it once she was content that there was indeed no damage.

Her response? “No, I cant trust people like you, you asked about bringing a dog.”

We reassured her there was no dog. We left her back home. She could have checked our car, but she continued to accuse us of lying about hiding the dog. Repeatedly she used the phrase “people like you.” She never once addressed us by our names. She called us violent people when a friend of ours tried to walk towards the other cabin and threatened to call the police.

Eventually we noticed that there was someone already staying at the log cabin we had originally booked. She accepted our payment but gave the accommodation to a family member of hers to stay at for the weekend and was forcing us to stay at another cabin so she wouldn’t have to return our payment. The host then admitted that she gave the log cabin to a family member to stay at and that she forgot to tell us earlier.

We as a group have never been so humiliated, insulted, discriminated, and racially profiled before. We have never had someone threaten to call the police on us, to be treated so inhumanely and to be referred to as “people like you.”

My advice to anyone of ethnic origin or of colour: please save yourself the long journey and headache and do not book accommodations unless you are okay with your weekend being sabotaged. The six of us had to resort to booking a one-bedroom place which slept three people. 600 square feet for the weekend because there was no other place to stay due to the long weekend. We tried to make the most of our weekend, but the horrendous behaviour from the host and hostess was unforgettable.

No Compromise For Changing Dates Whatsoever

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Over the last three years I have stayed in 19 Airbnbs. I would consider myself to be a loyal Airbnb customer. I made a reservation for the Thanksgiving holiday for 10 days in San Diego because it was not only a vacation, it was also an attempt to support Airbnb during these difficult times. I know that Airbnb hosts are probably suffering from lower than normal occupancy rates.

A couple of weeks ago I started having growing concerns because the number of COVID-19 cases was starting to rise. I contacted the host, who in this case was represented by a vacation rental company in La Jolla. I mentioned to them that I was concerned about the situation and wanted to know what my options were. I never mentioned the idea of requesting a refund. Rather, I asked if I could modify the dates until the time when the virus started abating. Their response was that they would not allow any modifications.

A few days later the State of California raised the level of COVID restrictions from Code Red to Code Purple. It is the highest level that they have, effectively closing all restaurants to indoor seating, closing all non-essential businesses, and closing all theme parks (if they weren’t closed before). In addition, a stay-at-home recommendation had been issued for the area. I also mentioned the fact that state officials were recommending a 14-day quarantine if one traveled to California.

I brought this to the attention of the vacation rental company and they refused to accept an official modification request for the dates. After pleading with them about being upset that my entire $4,900 deposit was in jeopardy, they said that, if I canceled my reservation, they would attempt resale and issue credit for what they could resell. On the outside that sounded reasonable until I realized that they would sell it for a greatly reduced rate and that if they were unable to sell any of it, I would receive no credit.

I want to also include here that, if you go to the availability chart for this property, with the exception of one week over Christmas, this home is completely unavailable until Sept. 4, 2021 — good luck to those renters if they decide not to go. I decided not to accept their offer. It’s not like they would be refunding me and losing this income; all I wanted was a modification of dates. I went to the Better Business Bureau (BBB) website and noted that this company is not held in high regard. I also noted that Airbnb has an “F” rating. The BBB apparently is looking into this issue and we’ll see what they come up with.

I have also written the Governor’s office. Airbnb has been essentially worthless. They sure know how to support their hosts, but the customer is screwed. I have written 4 emails to the CEO of Airbnb and have heard nothing in response. The management company constantly refers to the fact that they are going to follow the letter of the contract I signed. That, to me, is laughable.

I signed a contract a month earlier for a home in Truckee or the month of June next year. It was accepted and I got the “you’re going to Truckee!“ message. That to me is confirmation of a contract and I got the receipt for the full payment. Five days later I got a message from the owner asking me if I could change the dates of my stay in order to accommodate other clients. These clients turned out to be people he referred to as friends. To make a long story short, Airbnb customer support — instead of defending me and supporting my contract — cancelled my reservation.

I am feeling incredibly frustrated. I am not seeking a refund in this issue with the house in San Diego. I am just wanting to change the dates until the Code Purple restrictions are relaxed and it’s safe to travel again. I would appreciate any assistance in my issue with Airbnb. It’s getting to the point where a lawsuit appears the only thing that will get their attention.

Strong Arm Robbery, Never Stepped Foot in Airbnb

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I made an Airbnb reservation a couple days in advance in Oakland for a work-related stay that the host was aware of. I cancelled within the 48-hour timeframe due to a job termination. The stay was for Sept. 21 to Oct. 19 for $1281.27. I waited the 15-day grace period for my refund and it never arrived.

I wrote to the host inquiring where my refund was and she never responded. I never stepped foot in her home and she pocketed my $1281.27. I am a single mother with four kids that are still dependent on me. The Airbnb help center was of no help — they do not hold their hosts accountable.

I would never recommend Airbnb to friends or family; it’s been a terrible experience. Unfortunately common courtesy and hospitality are not in this host’s nature.

Money Lost After Host Lied and Airbnb Didn’t Care

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I booked an apartment and thought the host was flexible… how wrong I was. Now COVID is everywhere and I had a headache, but it was not a good reason enough for a cancellation.

Airbnb let the host keep the money. I tried about everything I could. I tried to change the day of arrival for later but the host lied. He promised I could change the day then disappeared. When the host came back he told me it was not possible to change days. He booked days for new guests and left the calendar open for anyone else. I had good reviews and felt I didn’t deserve that.

The host got paid twice and also got a new payment from other guests. Airbnb let the host keep the money from both. I booked multiple apartments through Airbnb before but they don’t have any kind of service or respect for guests anymore. I used to book multiple apartments with very expensive service fees (compared to one night in a hotel). They didn’t care to help.

I can’t trust booking through the page anymore. Airbnb service centre sent me only some automatic messages about its cancellation policy, rules, etc. Nothing necessary and not helpful. As a guest I felt like I was not important. For them it’s the same if I end up outside as long as they get the money and also the service fee. Nothing else matters anymore.

All of them took advantage of the COVID crisis but it was me who felt sick and had to cancel — nobody cared. I used to book through Airbnb because it was cheaper than hotels but with money lost it is really more expensive. Now I feel like many others better not to book anything. If they do book, they should choose other platforms and ask for better offers.

Not Sure Which Was Worse: the Robber or Airbnb

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This got a bit complicated when I was robbed at gunpoint where I lost everything, even my pair of heels. They got away with my phone that had my email address and the number I used so I couldn’t access my Airbnb account. I hoped to reach a past host who told me to create another account and get a hold of customer support, which I did and explained my story. I was told to go ahead.

I made a booking. After Airbnb verified my account, they took the sum of $3,786. Then the app told me I needed to verify it myself. This is after they took money from an account which has the same name as my profile. Then about two hours later when I was checking for instructions I found that the booking had been cancelled.

I tried to get hold of support for leaving me stranded. I had to use my week’s food budget just to book a place for the night thinking this would be sorted and I would be accommodated by the next day. This was while Airbnb still had my money.

During the early hours on Saturday I got an email stating that I had been refunded but it would take seven days for the funds to show. The day before I had to pawn my laptop, iPad, and jewelry so I could book alternative accommodations and I still haven’t heard a word from them.

My accommodation in the meantime has cost me $540 in money I borrowed against my valuables. I’m trapped in Capetown due to COVID-19 and get money from family abroad. I can’t Skype with my kids or FaceTime all because I trusted Airbnb. I emailed the CEO, but nothing. Not even an automated message. I swear that I’m holding them responsible for my losses. This is a load of BS, taking people’s money and then ignoring them. I’m very disappointed.

Airbnb Horror with Cockroach Infestation

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We booked an Airbnb for a few weeks in Florida. It cost over $2,000 total. On the first day we found one dead cockroach; we didn’t panic, but contacted the host to let her know.

The second day there were multiple live cockroaches. We contacted the host again, which is when we found out she lives in Europe, and is six hours ahead. She admitted she was late on her monthly exterminatory spray for vermin.

After finding the live cockroaches, we realized we may be in bigger trouble than we thought on the first day. We begin to search around the house more in depth to see dozens of dead cockroaches, cockroach poop, cockroach limbs and antennas in the bedrooms, bathrooms, and living spaces.

We found old garbage from the previous owner, a carton of ice cream, old water bottles, used tissues underneath the bed (so now we realize what attracted all the cockroaches). The old garbage and ice cream, combined with the great irresponsibility of our negligent and absentee and mentally unwell host forgetting to book her monthly exterminatory sprays on time, ended up with a cockroach infestation.

The host completely stopped talking to us at that point, and in her review later on claimed I was “rude” and “confrontational” when I told her the severity of the issue. I suppose I should’ve been nicer and more polite that she had $2,300 of my money, didn’t answer my messages, had old garbage and an unclean residence, a cockroach infestation, and cockroach poop in the bedrooms.

It was the final straw when I went to brush my teeth at 7:00 AM and a cockroach and four baby cockroaches came out of the drain in the sink. I really loved having cockroaches three inches from my face first thing in the morning. We had to leave the place two weeks before our departure date.

Of course Airbnb did nothing to help us and got us a grand total of $0 in refunds for the time we spent there. Every Airbnb “specialist” just sent generic responses, sending me the same link ten different times to its Guest Refund Policy that I already cited to them in the initial messages. They also said “We want to get your side of the story” — three messages in a row after I repeatedly and clearly shared my story with them.

It’s a total waste of time; they don’t care about people at all and just want money. I am so glad I will never have to use Airbnb again. Just cut your losses and stay at a hotel. I would share the link of the listing, but I am incredibly confident this host and her condo are so incompetent, disgusting, and terrible that they will run their business to the ground on their own.

Airbnb Review Rejected After Negative Experience

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I found out the hard way that Airbnb does not post negative reviews. I had a horrible experience in Almaden California where my coworker and I had an Airbnb for two weeks.

The place had roaches. There were noisy construction workers that got up at 4:00 AM and tromped on wooden floors waking us every morning. There were disgusting cigarette butts, construction materials and litter outside the unit – all these items were not reflected in the photos.

The host was also hostile. Not only did she not respond to problems but she refused to do anything about them or even communicate. It was a horrible experience and when I posted the information it never appeared on Airbnb. This is fraud and highly unfair to potential guests.

Airbnb is a Scam and Supports Thieves

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I have to share my nightmare story with Airbnb supporting theft via their site via a man in Santa Cruz, Tenerife. One evening a couple of weeks ago, we booked a place via Airbnb. A few minutes after we called to check in, we were told we needed to pay €30 extra for a late check in. This cash requirement late at night seemed dodgy and we immediately cancelled the booking.

Surprise, surprise: the host had a ‘no cancellation refund’ policy. In the meantime, I contacted the host to explain that we had booked for three days and it was a mistake. The host agreed to repay some small part of the amount I paid. I paid £143 and he agreed to repay €125 minus taxes; all in all, a big amount lost for nothing.

Then he kept making excuses that I should ask for the money back via Airbnb, which was the first thing I did. He kept claiming he could not see the request, which was clearly a lie. Then I realized that he kept leading me on so I didn’t have the time to write a bad review. Instead, I cut my losses and wrote a very expensive bad review for the host.

Airbnb has been on his side not compensating me in any shape or form. Therefore, the host, with Airbnb’s blessing and full support, stole £143 from my account. Please beware of these thieves. I was also a host on Airbnb. Needless to say, they have lost me with this support for thieves.

Beware of these scammers; do not book their place. Use Booking.com — what you see is what you get with no hidden fees and theft of money from accounts with lack of service provision.

Airbnb Returns Payment 17 Days After Stay

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Airbnb support wrote to me:

Good morning and thank you so much for patiently waiting regarding on this matter for that payout adjustment. I regret to inform you that it was certainly a reservation that is illegitimate and did not pass the verification process and for security purposes the guest was not able to contact you about it. Please understand that this was all about your safety too regarding on your property and because of that adjustment has been made and that payment was returned to that guest. We apologize for the inconvenience, I know that it makes you feel unfair on your part since it was a past reservation but there were also information on that case that were too sensitive and cannot be disclosed as well but in general it was about your security and safety too. I hope you would understand and thank you so much for that.

My response:

Nonsense, Airbnb permitted that guest to make that reservation; that means he was properly vetted by you. Neither the guest nor Airbnb contacted us whatsoever with so much as a cancellation or otherwise (refund of the guest’s money 17 days after the last day of rental) and for no specific reason Airbnb refunded his money, unannounced nor approved by us. Nor did Airbnb properly notify us. For these reasons both parties failed and refused to abide by our cancellation policy, failed and neglected to follow the terms and conditions and are failing and refusing to provide adequate reasoning behind the return of the guest’s money.

This is wrong and Airbnb should pay this guest’s stay for mistakenly returning the guest’s money long after the stay ended. After all, we could have re-rented our property, but, as a result of Airbnb and the guest’s actions we were not notified and nor did Airbnb clear the calendar for the days the guest did not show up. I am not satisfied with the resolution to this matter. Please contact me. Furthermore, Airbnb stole $189.15 that did not belong to them. That was the cancelled guest’s money and Airbnb took it without authorization.

Airbnb Support:

Thank you for taking the time to share your perspective and again we sincerely apologize for the inconvenience. After gathering and carefully reviewing all related documentation, we decided to close out this case, and we are not able to provide that payout back to you since it was just refunded back to the guest, and we did not keep that. Since we have provided all related information and explanation about this case, we will be closing out this ticket for the time being. We consider this decision final. Thank you very much.

Superhost Status is a Joke for Cancellations

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I had booked an Airbnb in Sydney well in advance for my wife’s significant birthday in April. Exactly two months before check in, we made the difficult decision to postpone our trip from New Zealand due to the Australian bush fires (smoke which was polluting Sydney’s air) and the worsening worldwide COVID-19 pandemic.

We advised our Superhost, believing that we were doing the decent thing by letting them know well in advance. Because we had passed the free cancellation period, the Superhost refused to refund any of our money (we’d paid for half the stay), saying she’d refund us if she secured a replacement booking for the same dates. Despite our pleas, she was immovable and wouldn’t listen to reason.

By the time Easter arrived, Australia and New Zealand were in lockdown so we wouldn’t have been able to travel anyway. We contacted Airbnb to get their help but initially there was confusion as both parties (Airbnb and the Superhost) said it was the other’s decision whether to refund me. Neither wanted to make a decision. As I had no luck with the Superhost, I turned my attention to Airbnb Support to try to have them refund me from Airbnb’s not insignificant funds.

They’ve so far refused to, citing in email after email their Extenuating Circumstances policy and that I was not covered by this (since I’d had the decency and foresight to cancel before the policy was introduced). I’ve also emailed senior management at Airbnb to ask them to help but no one has replied to my emails, preferring to pass my request onto the Airbnb Support team, who keep giving me the corporate line about not being able to help. They do apologize each time though.

The senior Airbnb staff I’ve contacted repeatedly — most recently on all correspondence with all the different “Support Ambassadors” assigned to my emails — have included Brian Chesky (CEO and Founder); Susan Wheeldon (Australia & New Zealand Country Manager); Tara Bunch (Global Head of Operations) and Derek Nolan (Head of Public Policy, Australia and New Zealand). But. Not. One. Response.

I’m not sure where to go from here. Guess I’ll keep emailing them so they have to assign another Support Ambassador to me. Or maybe by some miracle Brian or Susan or Tara or Derek will get in touch. Or I’ll get that refund I asked for months ago.