Author Archives: Isabelle Corchia

Fraudulent Post on Airbnb… No Resolution Obviously

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I reserved this apartment in Switzerland from a posting on the Airbnb site, and had contact with the host a few times. All seemed well until I made a payment through an external link (though the Airbnb posting indicated this was the way to go), which turned out to be fraudulent (as well as the posting). The address I was given once I made the payment (which is customary practice) did not exist but it was too late at that point anyway.

Over 1200 euros later, I reached out to Airbnb and — surprise — they couldn’t help me and were quick to deny any responsibility to do anything even if the ad was on their website with all the Airbnb logos. I proceeded to file a police report and contest the transaction, but they all say it’s Airbnb’s responsibility — which it is. We all know that Airbnb has the absolute worst customer service on god’s green earth, so I guess I’ll be boycotting them from now on. It’s just too bad they just dismiss clients like that without any recourse.

Unfair Treatment by Airbnb Over Honolulu Booking

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On Jan. 3, we booked an apartment in Honolulu for five days and paid the requested 50% payment, 1451.45 NZD. When COVID arrived, we assessed the situation on this booking for May 13-18 but as the airline we had booked on was no longer flying, we cancelled the booking with the hostess on March 19 assuming we would get at least the 50% back — 725.70 NZD, as stated on the booking rules.

Sadly the host only refunded 43.39 NZD… why? There was no explanation at all. What I cannot understand is that she would not even refund the cleaning fees of 372.68 NZD as we had never been there. On top of all that, the service fee of 341.69 NZD will be a coupon waiting to be used. The CEO Brian Chesky also sent a letter to say that Airbnb would repay the hosts the full amount that they would lose, so why would the host not pay us back?

Suddenly Unable to Book After Three Years

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I am a three-year guest of Airbnb and have never had a problem until last week. I went to book a room. After getting to the confirmation page, I clicked on it and a page popped up saying I needed to verify my ID card. The cards do not scan. I have spent hours and hours on the phone and online. I received three different emails from Airbnb saying all three cards are confirmed. My government ID has a green check and verified next to it on my personal info page, and I still can’t not sign in. I was told an ambassador would contact me, along with a few other who never did contact me. Now the latest online support told me my account is going through through verification process, but they have no idea how long that will take. I’m not sure I even believe them anymore. I have been led around and lied to. The phones lines are not available now, and even the support team is not getting back to me. I have spent over $3,000 with Airbnb, and now I cannot book a room. There is no problem on my end; I even went to my banks and checked all my cards were clear. None of them have ever had a problem.

Thanksgiving Not Happening at This Airbnb

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I’m grateful to find this site to post on and I hope that it is read and saves others from being put in an unsafe environment.

I made my reservation in Austin, Texas for my family to spend Thanksgiving together. The host’s home sleeps 16, has a pool, and is in walking distance to great restaurants and shops downtown. He just left out that the home is surrounded by homeless people, tents, trash and the walk might be one of a life time. This is devastating to see and a horrible situation for many reasons. I don’t think it’s right be able to have an Airbnb surrounded by this issue without stating it somehow.

I recently moved to Austin and was going to be downtown. I was excited to look up the address disclosed after I reserved it, to check it out. When I was getting close I’m not sure if my eyes or mouth were opened bigger from the shock of what I was going into. The pictures were taken in the daytime (couldn’t imagine it at night) I also felt horrible taking these pictures; they aren’t great because I was driving by but explain why I cancelled with no refund.

The host kept $1,000 with over three months’ notice for canceling because I didn’t want my family to be uncomfortable and be safe surrounded by the homeless situation. All I could think about was my nieces and nephews and putting them in such a devastating environment for the holidays. Great way to introduce them to my new hometown Austin so they look forward to visiting Aunt Angela never again.

Cancellations During Pandemic Mean No Refund

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In January we booked an Airbnb in Bath for two nights. The venue was booked so family and friends could celebrate an uncle’s 70th birthday. We paid £1,960.85 including an exorbitant service fee of £262.85 (for what we have no idea).

Due to circumstances beyond our control, i.e. COVID-19, we had to cancel the booking and did so in May. The guest of honour who lives in Ireland was not able to fly to England for the party due to flight restrictions caused by the virus. Consequently, we cancelled when we did in order not to lose the full amount. Had the coronavirus not happened, our party would have carried on with the booking as planned.

We received a refund of only £849 from Airbnb (50% minus the service charge). Our party of 10 had hoped under these unusual circumstances, the host would have given us a full refund. The owners did say that if their Airbnb was rented during the weekend we booked, then a refund would be issued. No surprise that this did not happen so we didn’t receive the other 50%.

Losing this amount of money through no fault of our own was devastating for our financial situation which, because of the lockdown, is precarious at best. We appealed twice to the owner’s sense of fairness and compassion by asking them to send the other 50% refund (£849) realising that the hefty service charge Airbnb charges is likely beyond their control. This did not happen nor did we ever hear from them. Consequently, they have £849 of our money for doing absolutely nothing at a time they couldn’t have rented their place anyway.

We also appealed to Airbnb but they were useless in resolving this issue. This Airbnb in Bath did not act in good faith and if you are looking to book this venue in the future, buyer beware — the owners have no scruples and will take your money and run if given the opportunity. Our advice is not to book this place now or ever.

Nine Months of Holiday Plans Ruined by Host

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Our host cancelled our nine month pre-booked reservation just two weeks prior to our arrival. Although our planned stay met all of the many restrictions this host listed as conditions for occupancy and without acceptable communications, this person abruptly terminated our long-awaited vacation plans stating she was uncomfortable with our plans due to COVID-19.

Our travel plans met all health guidelines and moral practices of this pandemic. As a volunteer leader of an organization of medical professionals providing humanitarian assistance to people around the world, I of course fully endorse and practice the most strict standards in response to the current pandemic and our anticipated travel plans did not in any capacity conflict with regional health guidelines or rules.

As a courtesy I informed the host that our upcoming plans would include my spouse and I occupying the three-bedroom (maximum of six guests allowed) home with friends, a family of four joining us for three nights of our week-long vacation and upon their departure another family of four would join us for three nights, never exceeding the six-person maximum.

Upon notification of our plans the host responded with, “she had concerns of the large group of people” even though we would never exceed the host’s maximum six-person restriction. Without any further allowance to communicate to discuss concerns and a resolution just 20 minutes after the host’s initial message of concern, she abruptly and arbitrarily cancelled our reservation. This host displayed a lack of compassion and understanding of the impact of such an action.

We of course have made many plans in anticipation of our once-a-year summer vacation. We had paid for ferry reservations and other financial commitments based on this nine-month commitment.

There has been a complete absence of support by Airbnb. As a former Airbnb host, we understand the rights a property owner requires to operate their rentals. However, there is a moral obligation to meet your commitments to guests when they are willing to follow regional rules and Airbnb guidelines and the host’s very own restrictions. There is also an expectation with such important life plans, especially during these challenging times, to communicate honestly and provide an opportunity to resolve any issues that can sometimes arise.

Absolutely zero allowance or opportunity was given by this host to responsibly discuss a concern that arose so close to a long awaited vacation. We and our friends are now scrambling to find alternative plans. Shame on you for your insensitivity.

Airbnb Doesn’t Care About Mice, Apparently

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My child and I were supposed to stay June 21-22 at this Airbnb property for  a bit over $1100, the price of a 5-star hotel. The first night we woke up at 4:00 AM from mice crawling on us. My child screamed and threw a mouse on the floor from his bedsheets. Mice in Colorado carry the deadly Hantavirus.

We packed immediately and left. While I was putting the luggage in the car a mouse jumped out of my suitcase and landed on the ground. I was able to take a picture of it. When we  got to an area where there was cell phone coverage I contacted the owner. She started screaming at me that I was crazy and that there were no mice. She expressed no concern about our safety and well being.

I cancelled our reservation online and sent an email to Airbnb. I called them immediately and stayed on hold for several hours without them answering. I tried to call them for the next several days as well to no avail. We slept in a hotel. The host refused to give me any kind of refund.

After a month I complained to the Better Business Bureau and finally Airbnb replied. They pretended to the take the matter seriously and looked at the mouse picture and the receipt from the hotel . They said that the host did not want to issue a refund and there was nothing they could do. They sent me $50 back out of the $1500 that I paid, a “refund of the cleaning fee.”

I asked them if this meant I had to stay with my child at the Airbnb property with mice crawling on us and they said we had to leave but they would not issue any refund.

Host Violated My Privacy, Had Access to Room

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On July 31, I spent one night in Provincetown, MA. The host reeked of cigarette smoke. The room was dirty, there was hair on the pillow, and there were locks on the bathroom and bedroom doors that did not work. I didn’t feel comfortable taking a shower and I couldn’t lock my door when I left to go back downtown for the night.

I always put my zipper on my backpack or suitcase in a certain position. It had moved. He didn’t take anything, because I took all my valuables with me in a second backpack. But that’s a huge violation. The only lock that worked on the bedroom door was a keypad lock that he said didn’t work, but I didn’t know if he could put in a battery from the outside and try to get in. When I came in the doorknob was loose and I couldn’t turn it to get back into my room. I kept turning until it tightened and I was able to get in. Because of the lock, I had to put a table against the door and sleep in my clothes, all packed in case I had to leave in a moment’s notice.

I have PTSD to begin with and then to experience this compounded it. I wrote Airbnb on Aug. 2. I’m still waiting. I also filed a report with both Attorney Generals in MA and CA and a dispute with Paypal.

Airbnb Guests Get Away with Everything but Murder

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I’ll try and keep this as short as I can. We have been 5-star Superhosts (and guests) for years. We hosted in Truckee, CA and in Grants Pass, OR on the Rogue River. We took a chance, by allowing someone who had no reviews to book our place.

When we arrived home (after they checked themselves out), they left the door wide open, and all of the lights on in the apartment. There was trash and crumbs and dirty dishes everywhere. One of our screens was taken off, so they could burn incense on the window ledge (right over our roof) and they broke our washing machine; it was full of dark brown water, that would not drain. The repair man said it was due to them overfilling the washing machine.

We only charged a $250 deposit on Airbnb, which didn’t cover the cost of the damage they had done. Airbnb makes you resolve the issue yourself, with the guest — “Yes, talk to the guest about it. They will agree that they trashed the place and agree to give you compensation for it, no problem!”

Then the guests denied it (when we had photographic proof of everything, including text messages). The guests did not pay the deposit, and got away with everything. What’s the point of having a deposit, if the guests don’t have to pay it?

I surely did not think that Airbnb would let a person you were in a dispute with write a review about you. VRBO does not allow persons you are in a dispute with, write a review on your profile, because they know that it will be false and biased. But Airbnb allowed them to post a review on our account that was false and disgusting when we have a five-year history on Airbnb of being Superhosts and super guests (with 40 reviews).

We are shutting down our Airbnb account as of today, because of Airbnb’s awful and negligent handling of this entire situation. We have been amazing hosts (and guests) of Airbnb for years and the fact that Airbnb allows and practically invites this type of behavior from guests is outrageous. A guest can come into someone’s home, trash the place, break things, deny it and never pay the deposit (that they should) and leave the host a false and horrible review. We will only use other companies for hosting and traveling from this day forward. We will highly recommend all of our friends, families and guests to use anything but Airbnb. We will never recommend Airbnb to anyone.

Are Some Host Reviews an Invasion of Privacy?

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We spent a few nights in Kelowna in an Airbnb accommodation. We are a couple with some dietary restrictions, so we were specifically looking for a unit with a kitchen.

Our tw0-day stay at this unit was okay. We didn’t have any problem except that we had to deal with cheap dollar store pans, pots and utensils, which we kind of ignored because we were there for just two nights. Upon finishing the trip, we were unpleasantly surprised to see the host posted a review that among other things said “the guests spent whole two nights cooking in the unit kitchen provided.”

I personally took it as invasion of privacy as it is none of the host’s business to see what we were doing. I found it creepy as it also raised questions on whether the host was keeping an eye on what we were doing. I reached out to Airbnb with this concern and they brought the review down first. Upon pushing further, they assigned someone to this case who claimed that they had spoken to the host and that the hosts had assured them that they were not spying on us and checking out what we were doing.

To my utter anguish Airbnb decided to bring back the review and publish it again for some reason best known to them. Upon following up, they said that the review had been taken down due to some error earlier. This all begets the question — how seriously does Airbnb take privacy-related complaints?

In my case, I still do not know why someone would care what guests were doing in their basement unit, proudly boast about it in their reviews, and Airbnb would still not take it down. Any host could tell the whole world what you have been doing during your stay and Airbnb doesn’t think it’s inappropriate to post such personal stuff. No issues with breach of privacy.