Author Archives: Susan Bezuidenhout

Airbnb Experience Before Even Checking in

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We have an upcoming booking through Airbnb here in South Africa. Our initial deposit was processed successfully in May this year and the remaining fees are supposed to be processed on the 13th of September 2019. Since May 2019, the visa card that was loaded as the payment method has since been replaced with another card.

I have been struggling for a week now to change the card number that has been saved as our payment method. The customer service consultant could not sort out the issue and eventually raised it with the web development department. I now get daily “updates” that she is still waiting for feedback from the web development team.

Earlier this week I asked to be provided/assisted with making the payment through an alternative method like EFT or PayPal as these options are not given when I want to change the payment method. Each time I indicate to the customer service consultant that I am unable to add a different payment method, the response is that they understand my frustration, but I should rather try a different payment method.

Is that not what I indicated I am unable to do? We have been going round and round in circles for a week now and the payment is due within the next two days. This is the first time that I used Airbnb and I am not sure that I will again if this is the experience prior to even checking in.

Airbnb Customer Disservice Leads to Threats

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I actually have never had any problems with Airbnb. I’ve been a host for a couple of years, and thus far, I’ve had great guests, and great experiences. I just had a guest who wrecked something so I mentioned it in the review. She was shocked and went above and beyond to remedy the situation (her husband had used our white towels to clean his muddy shoes, but she ordered a new towel set from Amazon and had it sent to us).

Because she did this, I wanted to go and either delete the review or mention that she fixed the problem… just to be fair. So this is all great, but then I landed on a customer service guy who was the antithesis of anything customer service oriented. Here is our conversation. Remember, this is a customer service / resolution representative.

“It appears what I have told you so far hasn’t made it to you. So here it is again – shorthand. I’d like to change a review I made of a guest, as they left a significant mess but they remedied the situation and I don’t think it’s fair to leave that review up about them without also sharing the actual outcome, as she went above and beyond expectations to fix the problem.”

“Unfortunately, I’m unable to resolve your case so I’m forwarding you to a team that can better assist you. While response times may vary, we do our best to respond within 24 hours. Thank you for your patience.”

“Will they call me or how does it work? I’m not waiting on here for 24 hours am I? Are you still there? Hello? Anybody out there?”

“Relax, my colleague said within 24 hours and it’s been three minutes. I’m from Airbnb’s resolutions team, please let me have a look right now.”

“I wasn’t sure if I was supposed to wait here for 24 hours or what. Thank you for your kind communication and your efforts to help.”

“Wow. FYI the difference between 9:34 and 9:40 is six minutes, not three.”

“Relax? This communication is definitely going to head office.”

“So you are already threatening me? That’s not very nice of you.”

“I have just been assigned to your case. It’s not a threat. I’m telling you about accountability. I’m trying to do a good thing on here, and you’re telling me to relax? That’s very resolutiony of you. You were assigned to my case and came on and told me to relax? For real? You’re acting like you’re an anonymous Twitter user, and you’re not. You’re representing a company that is global, and makes a lot of money. I will absolutely be sending this communication for accountability. You hold your hosts and your guests accountable for their behaviour, so I think it’s only fair to do the same with the so called ‘customer service’ representatives.”

I particularly like how he says “You’re already threatening me?” showing us all that he perceives that gets threatened regularly and it’s just a matter of time. I’m guessing if one pulls up his other communications, there will be a lot of anger and animosity. This is not a guy who should be representing any company in a customer service way, and he might want to go back to his Twitter troll ways.

The great thing is that he’s not anonymous, and we do know where he works and who he’s representing with his toxic aggression. I will also be sending a hard copy of this communication to the address Airbnb Hell has supplied. Just because. If we’re all held accountable for our behaviour, so too should the jerks representing Airbnb.

The Worst Airbnb Experience (so far) in Jersey City

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Let’s start from the beginning. I needed to check-in about an hour or so earlier than noted on Airbnb. The host instructions were to contact the hosts’ representative if I had any questions. When I called them, the lady (offshore call center with struggling English) said to contact the host. Hence, I called the host number directly and I think the host picked up and agreed to check me in early.

He sent me the largest text message I’ve ever received (I had to swipe an entire mobile phone screens worth of text at least five times), with redundant check-in instructions that were entirely out of order, and largely useless. Towards the bottom were the keycodes to get in, which worked fine.

However, once inside and settled, a lot of issues were noticed that became red flags: the rooms upstairs were extremely hot, regardless of if the temperature controlling the central A/C was set at the lowest setting of 68. I advised the host of the problem, and made the following suggestions to remedy: install a portable A/C unit, install a window A/C unit, or program the thermostat to go lower than 68 (if possible).

The response received was literally a screenshot of some computer screen showing the temperature setting of 68 and stating to me it was comfortable. For me: stop right there, cardinal sin, game over, I’m cancelling. I don’t book reservations with gaslighting, pretentious idiots.

The bed top was a cheap, extremely uncomfortable memory foam. If you sleep on it, you will wake up with a back ache. In addition, either a guest, or some random guy was smoking low quality marijuana downstairs, stinking up the entire home. While in New Jersey it is medically legal, and there are no explicit house rules forbidding this, it is should be stated up front on the listing folks are allowed to do this. I likely would not have booked if I knew.

There is a dog next door that barks loudly and incessantly at all hours of the day and night. The host needs to contact the local animal control and police department about a noise complaint. He refused to do so.

As mentioned earlier, the host has a attitude of being dismissive of guest complaints, insulting their intelligence with nonsensical responses, gaslights, etc. The location is in the worst neighborhood of Jersey City (right on the border of JC and Bayonne). There is a lot of ‘hooping and hollaring’ outside at all hours of the night.

The cancellation policy is strict. Hence, regardless of the problems reported to the host, he will respond with some non-answer response, wasting your time, and refusing a refund. If you cancel, he will give you nothing no matter what. The only way to get a reasonable partial refund is to contact Airbnb.

In conclusion, I will be avoiding this clown, and all of his listings going forward. Avoid this guy like the plague unless you are a sadomasochist and love one-star experiences on Airbnb.

Airbnb Hosts Aren’t Allowed to be Offline

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I put my house on Airbnb a few months ago. I’ve stated in my rules that the house is a self check in house and I have stated the codes to enter the house, as well as, of course, the name of the street and also the number of the door. I’ve called my house “Beach&bike”, because I have two bikes and the house is near the beach. My house is located in a small plaza with eight other houses. It sits on top of a hill and it has a bike nailed to the upper floor.

My first guest was unable to find the house, and canceled the reservation, with Airbnb’s permission, and no refund. As if I’m obliged to be the guests GPS. I could go on for hours criticizing Airbnb for trying to enslave hosts. For instance: you’ve missed a text message at 4:00 AM? You’ll get rated as a person of “slow responses” because you, as a host, are not allowed to sleep.

However, it was what happened next that I found surprising. Airbnb allowed a guest that was never in my house to comment on it. And so, the guest give me one-star ratings for everything. The guest rated the house as very dirty – without ever being inside. The guest commented the house was a “scam”, thus implying that I – the host – am a dishonest person.

I’ve contacted Airbnb several times, explaining that a lie is a lie and that if the guest admittedly was never inside the house then the guest could not comment, at least not on that subject. I’ve told them time and again the house was no scam – as proven by dozens of happy guests. Airbnb cares as much about the truth as Trump.

It’s a rule Airbnb has: a person can rate the cleaning of a place without entering it. It’s an Airbnb rule that a person can rate an area as terrible where he was sitting for an hour, and knows nothing about it. It is an Airbnb rule that a person who was not ever your guest and doesn’t know you can commit libel and lie about you, imply that you are dishonest, and leave these comments forever on the Airbnb site for everyone to see.

Why? Airbnb cares only about one thing: earning money. If that includes lying, cheating, and having no respect for morality, so be it. They call themselves a “community”. Don’t be fooled. They are just like Uber, another money-seeking giant trying to squeeze you.

Airbnb Decides it’s Okay for Guests to Stay for Free

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I was a host with Airbnb for almost three years. I own a beautiful villa on the island of Phuket and I’m not greedy so for a 5-bedroom, 5-bathroom villa. I charge $300 a night, while nearby hotels are charging that for one room per night, so I’m fair.

Airbnb had some people stay at my villa during a violent storm. I warned these people that the Thai weather commission had issued violent weather warnings for the south of Thailand. During the night, around 2:00 AM, the power went out in the south of the island. The guests called me to complain at 2:00 in the morning, I informed them that my power was also out and I could not come over to fix anything.

The following day I called back to be yelled at for all the money to be refunded in full. I informed them that I am not allowed to do an off-site transaction as Airbnb will hold me responsible. I spoke with Airbnb and was told that storms are not my fault and nothing would be held against me.

After these guests complained that the power went out Airbnb canceled my listing and told me that any guests who have booked already will be allowed to stay at my property as I have agreed to do so. I contacted Airbnb to inform them to take their customers and put them where the sun don’t shine. All in all, Airbnb is a rubbish company and needs to change their ways. As you can see, my villa is a complete dump according to this company.

Host Guarantee Means Nothing to Airbnb

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I will be talking about the devastating and very much time consuming that I have been through since August 1st until today. Almost 40 tiring days have passed with no result but that feeling of being very much ignored with many saved responses by the case manager from the resolution center remain.

I had a guest who robbed my apartment, taking an expensive Canon camera 50mm f/1.2 lens and an ironing machine. I overlooked the ironing machine and the fact that she had left permanent stains on the bed cover which I bought new right and I considered them collateral damage after the one-month reservation.

However, the 50mm lens was $1,472. Thus I have reported this incident to Airbnb support center on the phone and by messaging from August 1st until the 10th. I talked with tens of agents and case managers and I sent them all the photos and documents that they needed. They told me they would contact me soon.

Anyway, this was a lie from all of them and my first experience with such an incident. On the 11th of August I called again and a case manager told me that I had to request a refund from the guest who robbed my property. I have done so and she denied it, so I got the resolution center involved.

They automatically send you an email that it should take seven days to have your case resolved. It took until today, which is 25 days. This required all the patience that I had. I sent all the documents that they requested with every tiny detail and I waited and waited. Then they requested a police report which was a very strange thing to ask for after 25 days (I had four guests in my apartment since then). Why didn’t they request it when I called, messaged, and reported this incident?

I managed to go the police station and told them every tiny detail. They gave me the police report. By the end of that day I thought Airbnb would honor their Host Guarantee. I then resent all the photos, conversations, and documents.

Since then the case manager took five days to respond to my emails. He emailed me very strangely as if he knew nothing about my case. He said – and I’m quoting from his mail – “Thanks for your response. In order for an incident to be eligible for Airbnb assistance, the reported damages must have been caused by a guest or an invitee of the guest. You are free to pursue reimbursement from your guest directly. However, per this requirement, this case is not eligible for reimbursement. You may review the Host Guarantee terms here. If you have other questions about the Host Guarantee and what is covered feel free to respond.”

As if I didn’t involve them after I requested the refund from the guest directly. I emailed him back and he didn’t answer of course. Then I called Airbnb and after a very long conversation – thirty minutes – in which I had to tell the whole story from the first detail, I requested that they change the case manager who is investigating my case. He responded shortly by email: “After a thorough review, we have decided to uphold our original decision. We determined that a payout could not be processed in this instance. We consider this decision final.”

I will unfortunately be un-listing my Airbnb apartment. Although I met with many great guests, I would never have done this if I hadn’t been that ignored.

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Additional Fees Make Prices Difficult to Determine

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This site is a scam and they take no action into making their clients happy and making things right with both hosts and guests. They’re always on the hosts’ side, trying to make excuses because of their “terms and conditions”. There is no reimbursement whatsoever for any reason.

When I reserved a property, Airbnb had given me a time to check in between 1:00-3:00 PM. When I arrived to check in at 1:00, I was pretty much yelled at by one of the hosts about the fact that “check-in was only to be made after 3:00 only” not before. When I mentioned it to the host, I was given the offer to cancel my reservation without any charges but I wasn’t going to be able to find anything else at the last minute. I decided not to cancel since I had nowhere else to go.

It looks like charges are wrongfully made the minute you make that reservation, which is not supposed to be done that way. I made a request for a one bedroom with two beds. Anybody would think that that would include at least two people, especially when I mentioned to the host that it was for me and my father. The host never mentioned anything about the fact that if it wasn’t just for one person that the price would change and told me to immediately change my reservation to two, not just one.

The minute I was told about that rule, I decided to just leave my father there due to his health. I decided not to change the reservation and just leave it for one person. I came back the next morning to pick him up and just cancel the deal. I handed in the key to the host and made it clear to his knowledge that I would no longer be staying.

Another thing I also now see on the receipt: the cost for the night, according to their advertising on Airbnb, was changed from $29 to $34.75 for my reservation for four nights. Was the extra $5.75 charge because of it being for two people or what?

When I contacted Airbnb about the issue, I was supposedly going to be helped with my terrible experience by requesting the host to accept the refund and keep me aware of the results, which a welcoming and reasonable host would do to an unsatisfied client. I was later informed that they had denied my request of being refunded for the nights I would no longer be staying at the property and using their service, as if it was only according to them.

As I was being informed, all they did was show signs of being on the hosts’ side and not caring in regards to the issues I had encountered. I considered myself being legally robbed because of my agreement to their terms and conditions.

I was also emailed about an extra $20 by the host because of the reservation having to be made for two people. I denied this because only one person had resided that night. I wondered what the outcome on that would be.

Do not use Airbnb. There is always a catch for cheap affairs. My irrational and insubordinate hosts have great reviews maybe only because of the fact that Airbnb doesn’t even give the unsatisfied the opportunity to write a bad review or a complaint.

I included a picture of the location to be rented by the hosts. Other signs of this site to be a scam is their cheap night stay without including fake charges like “service and cleaning fees” obviously not counted until the end, which makes it no better than a slightly smaller price paid at a simple motel. That makes it not much of a better deal than a motel if all you need is a roof to sleep under for one night or more.

Six-hour drive and no property access in due time

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Let me begin first by saying that I sincerely value what the Airbnb company provides and the opportunities it offers for people to choose their home away from home. Airbnb is my go-to choice when I want to find a unique and personal accommodation when I’m not home. The additional welcoming hospitality from the hosts makes my stays even more memorable. However, that is not always the case and sometime the host fails to deliver.

Unfortunately, this is what happened during my last trip. This complaint is against Airbnb for not vetting their hosts sufficiently enough and not being able to resolve an issue knowing that a host was unprofessional and unable to provide the access for a guest to check in. This complaint is also against Airbnb for assigning a resolutions specialist who deliberately used pivot tactics to misconstrue presented facts and avoided providing the answers, who demonstrated a lack of action and unwillingness to comply with the Airbnb Guest Refund policy, and who were not able to manage a host and act as a mediator to enforce the company policy and the terms of agreement between the host and the client.

This complaint is also against Airbnb for their unwillingness to accept the corporate responsibility and not resolving the matter in due time, consequentially causing an additional cost to its client in a form of two calendar days of vacation until the matter had to be escalated to a banking institution. Finally, the complaint is against Airbnb for not providing me a full refund for services not delivered. I strongly advised the case manager to resolve this matter amicably before I have to contact the bank. The case manager was also advised that further escalation could also lead to respective requests and reviews on BBB, CFPB, FTC, other affiliated agencies, Yelp, FB and other social media platforms.

My wife, our dog and I were returning back to our home from our ten-day vacation. Our dog is subject to anxiety attacks and has to take his calming medication during travelling. Our last stop was going to be a one-night stay in Dallas on August 29-30, 2019. The drive to Dallas was approximately six hours to reach our Airbnb destination. The reservation was paid in full on August 4th and all required documentation submitted and approved in advance.

The terms of agreement explicitly stated the check-in was at 4:00 PM onwards as our normal check-in time. That means the access should have been readily available any time after 4:00 PM. There was no additional agreement outside of the confirmed reservation. I complied with the terms of the agreement. The host did not.

The host also requested a minimum of 45-minute advance notice in order to meet us at the property when we arrive. I complied. The host did not. I sent the host a text message at 13:54 with a precise ETA between 18:30 and 19:00. This advance notice was sent well before the 45-minute requirement set by the host. They had plenty of time to prepare and provide access. Please note that the original terms of agreement did not include a provision for a delay. Late check-in was not discussed in advance. Late check-in would have been declined and a different host would have been chosen instead. However, a 10-15 minute delay would have been tolerated.

We arrived at 18:25. That was only five minutes earlier than the advised ETA of 18:30. The key wasn’t available. The host representative was also not present. We advised in advance our arrival time as requested by the host. The host was not ready. The access was not available.

This is a clear discrepancy and a deviation from the original terms of the agreement. The host demonstrated a gross negligence and lack of professionalism. The failure to provide the key in due time is a clear violation of terms of agreement. The provided ETA was within five minutes after six hours of driving. This is precise and more than sufficient to enable prompt access as per terms of agreement. The key was initially provided and placed in the lock box.

This situation and the delay would not have happened if the key was not removed by the host for an unknown reason. The key was removed from the lockbox without notifying me in advance. The delay was not advised in advance.

I immediately called the host once the key was found to be missing. A host representative promised the key would be delivered within 15 minutes. This was already the breach of terms of agreement, but I agreed to wait. By this time our dog started to exhibit the first signs of the anxiety attack after the six-hour drive.

I called back 15 minutes later and was told by the host it would be another additional 15 minutes. Her statement had no merit based on her first promised time of delivery. By that time my dog’s anxiety attack was fully developed and we had to leave. This was a wise decision also because otherwise the total delay time would have been 47 minutes.

The host representative did not supply the key until 7:13 PM. By that time we were long gone. We had to find accommodations elsewhere. We could not wait because we were on the road for six hours and our dog had an anxiety attack. The dog takes anti-anxiety medication. Staying to wait for the key would have jeopardized the safety and the well-being of our dog. A 47-minute delay is unacceptable.

We did not stay also because the host demonstrated gross negligence and did not comply with the terms of agreement. Frankly speaking, we could not stay because the host did not provide access as promised and explicitly stated in the terms of the agreement. Additionally, the host representative chose to send additional information via text messaging while I was driving. This could have been done in advance to avoid unnecessary safety hazards.

The barrage of text messages carried a significant risk. They disrupted my Google maps and my driving safety. This is unacceptable. This is a clear pattern of behavior that can get your clients killed while driving. Also, the host representatives were clearly not aligned between themselves on the proof of identification. Hence, they ensued in a conversation in a group text message while I was driving. This demonstrated a blatant lack of professionalism and communication between the host representatives.

After my two attempts to contact the host and remedy the situation amicably in due time I immediately contacted Airbnb on August 29 at 19:08 CST and had the dispute case started to investigate this matter. The case was assigned to the case manager. I asked him to read through all the communication between the host and myself to get a sense of what really happened. I provided him with all the call history and the screenshots for reference. He got involved and called the host.

Unfortunately, the host offered to refund only 20% of the reservation cost. It is reasonable to presume that the offered 20% from the host proves the host accepted the liability for not following through with the original terms of the agreement. I’d like to think that the case manager’s role is not to simply accept what’s offered, but to see if the terms of agreement were fulfilled. I’d like to think that the role of an Airbnb case manager is to enforce the compliance and also demonstrate the ownership of the corporate responsibility when it is needed.

Unfortunately, during the course of the case investigation the Airbnb case manager failed to execute his task with due diligence by making false claims, omitting important details, deliberately avoiding to respond to presented facts and arguments, choosing not to comply with the Airbnb Guest Refund policy, and refusing to accept the corporate responsibility in accordance with the terms of the agreement.

The offered 20% is insignificant compared to incurred costs to compensate for lost time, emotional stress, and an additional opportunity cost in a form of two calendar days of vacation. Frankly speaking, in large companies a breach of contract carries an additional penalty cost over the 100% of the initial baseline agreement cost.

I sincerely hope that Airbnb will review the validity of the license agreement with the host and suspend it to avoid other similar situations in the future. All of this clearly shows beyond the reasonable doubt the failure of the host to comply with the terms of the agreement, a violation of basic safety rules, and Airbnb company communication policy.

Guests can Extort because Airbnb doesn’t Enforce its Policies

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The Airbnb Extortion Policy prohibits “guests threatening to use reviews or ratings in an attempt to force a host to provide refunds.” However, Airbnb doesn’t appear serious about enforcing this policy, so guests can happily extort hosts to provide refunds for any frivolous concocted reason. Hosts have little recourse because the guest can always state their frivolous reason as their “personal experience” in their review and leave a one-star review in retaliation if their unreasonable demands are not met.

Here is what happened in my case. The guest knew at check-in that there was another concurrent guest’s dog on the property in the shared apartment listing but she claims she did not know that at the time of booking and that my not telling her that explicitly was unacceptable. She knew within moments of check-in that there was a dog locked in the other guest’s private space.

I offered to have the dog moved to a downstairs room on a different floor and she simply said “It’s fine. I just feel bad for the [locked up] dog.” It remained locked on a room on her floor. At nearly midnight of her last night’s stay, she messaged saying she was unhappy because of the dog’s crying (probably wanting to be taken out) and that she was allergic to dogs (surprise).

I immediately apologized and sought to address the situation but within moments of my response, she sent me another message saying she moved to a hotel and asked me to refund that last night’s stay with what was clearly a veiled threat, “I am keenly aware of review issues and I have no intention of leaving a bad review… I have left and moved to a hotel. I realize it is late and you cannot book someone for this night. However, I would appreciate a refund of tonight’s fee.”

I politely reminded her that her booking was on a strict cancellation policy, so I could not refund her. She went to write several long messages about why she deserved to be refunded, threatened escalating it to Airbnb or a credit card chargeback, tried all the escalations, and lost because her case had no merit. She retaliated by leaving a one-star review as was clearly implicit in her earlier threatening message (quoted above).

Airbnb seemingly considers her review to not violate its Content Policy because it allows a guest to state whatever they want as their “personal experience” and doesn’t seem to care to stand by its extortion policy. A guest can simply blackmail hosts by asking them for refunds on frivolous grounds, and even if they don’t explicitly threaten a bad review like in my case, the host knows the implicit threat exists.

There is little the host can do about a bad review. A guest could literally say, “I felt cheated because the place’s location felt like it was on the moon, so the listed location felt inaccurate” and leave a one-star review and Airbnb won’t do anything about it.

A reasonable customer service rep might help get it removed but that is rare and their policy is such that it explicitly allows guests to report obviously verifiable lies as their personal experience (as long as it doesn’t violate other parts of the Content Policy, like no discrimination, hate speech, etc.). Seems like a poorly worded Content Policy or at least a poorly enforced one.

Airbnb still has a house listed that conned me out of money

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I had a horrible experience with a home owner who was listed all over the place. You would think Airbnb would recognize that someone is a thief or con artist, but they don’t care. They “as you can see on their terms and conditions,” are not responsible for anything. They have literally washed their hands of what is happening in the world of home ownership.

This guy in Turks and Caicos rented our families an illegally listed rental, not posted with the country, not legally for rent, not registered as a rental, yet still renting. After the hurricane in 2017 the house was destroyed. The owner said that he would refund us and he did not.

Our agent continued to go after him but he and his family are crooks. All you have to do is google the host in Ontario to see he’s been shot at and he’s been a crook from the get go. Yet the country of Turks and Caicos allowed this criminal to rent his home, all while collecting taxes illegally and never remitting them (per the tourism board and their management).

I asked them for help and they told me I needed to go after him even though this guy had stolen my money. The guy continued to lie and say he was going to give me back my money but did not. He then had his attorney write me to try and say that I would get it back as soon as the insurance paid out. Guess what? Insurance paid out and he didn’t pay me back. He kept not only the insurance money (millions) but left a whole line of people that needed to be paid.

We used attorney after attorney and are still fighting for our funds. If you go to his site it’s still up, and he will pretend to be someone else, send you a contract, and take your money even though the house is not rentable. He has yet to finish fixing it, and it’s not even legal. To top that off, his attorney was then arrested for money laundering. Like something out of a horror story. I called, wrote, emailed, and nothing.

Then I went through all the websites and saw it was still on Airbnb. I wrote to tell them and they never replied. Here is the house, my proof. This con artist is still listing it and people are none the wiser. The police and tourism department will not help me. They continue to make it more and more difficult.

He took over 100K from my family and he gets to live his life out with millions from insurance fraud and vacation rental fraud. It’s all nonsense. This is all unbelievable. I hope everyone sees that these people do not care and are not a real travel company. They list things that other people list and they don’t care whose home it is or where or what.

Now that they have purchased Luxury Retreats they are now one and the same. I fear people are too quick to think they can get a deal which is not true. They are not giving you a deal and you pay to use them. I just hope this company takes down that fraudulent rental. I’ve also seen a home listed on their site that I know is not the right rate, listing completely strange information and under a company I’ve never heard of. So how can they even police such a big site? They cannot…

Be weary everyone. Call real people; don’t book online – it’s a nightmare. If you book through click it sites you’ll see nothing but more of the same. Be wise: ask for licenses, tax identifications, all of it. If they are not licensed to rent, run the other way.