Author Archives: Natalia

Poorly Managed Safety from Airbnb Corporate

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My story is how poorly Airbnb as an organization is run and how dangerous it is for hosts and guests. I have been an Airbnb host for the past two plus years. I have about 15 listings of homes in Los Angeles.

I was very excited to join Airbnb up until last night. Yesterday I had a booking from a guest who threw a huge party with over 80 guests. The house is ransacked but the most troubling part was I almost got hurt by these individuals. The police were called several times last night.

There was a young girl carried out unconscious from my home in a hurry by these partygoers. I called Airbnb several times but only got a call back from a safety person who barely spoke English and made it a more frustrating experience.

I sent several emails. I called and asked for a supervisor but no one called back. I messaged an individual who said he was a supervisor from Airbnb at least 20 times if not more to get the person to call me. Another customer service person advised me that per Airbnb policy a senior management person never gets on a call or deals with an issue. This truly surprised me: that a company of this magnitude is not involved in such a serious incident.

From my experience I find that reply to be negligent and unacceptable. I just emailed their top management to see if they would care, waiting for a reply. While this happened at my property I had other guests, an older family that was staying in the same building who happened to be hosts in Vegas. They shared similar stories.

I feel our story, including possibly the footage my camera captured, might be an opportunity for other people looking to get into this business or thinking about renting an Airbnb. Or possibly getting more serious rules and responsibilities placed on these booking sites to make sure this does not happen to others.

Airbnb Customer Service Doesn’t Care

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I am sending this to share the unhelpful service that I received from Airbnb customer service in resolving my issue of getting credited to use the funds for another booking. I had to speak to multiple people over the course of the day attempting to solve my issue. Even though each person that I spoke to took notes on my case, I had to explain my case each time I called or got transferred.

After explaining my case to each new person, they asked me to give them an hour or another amount of time and my issue would be resolved. I would wait the requested time amount and not have my issue resolved. Therefore, I would have to call back and begin the process of explaining myself to someone new and start the process of being asked to wait again.

The issue was not waiting within itself, but after waiting each time being told that the person I would need to speak to is no longer available became very frustrating. Today alone, I have spent almost three hours attempting to get my issue resolved- which has yet to happen. Customer service tells me “I understand.” However, the response is always “I will put in the notes and someone will message you soon.”

Unfortunately, “soon” appears to never come because I know if I did not call back and ask to speak to someone I would have waited for days and not had a place to stay in the coming days. In all situations, I attempt to be understanding of both ends; however, the chain of command that Airbnb has established is not beneficial to their customers. My issue has yet to be resolved and my trip is three days away.

Mentally Unbalanced Host Does Everything To Stop Me

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It started off as a decent listing on Airbnb with two good reviews. Since it was in the middle of downtown Toronto, a high-end neighborhood, I decided to book for 15 days.

The photos represented a photoshopped version of the real space, and the information about cleanliness was far from accurate. On the first night (check-in at 5:00-6:00 PM), the host arrived and immediately started talking about her interview and her concerns about not getting a job. I thought the condo was hers and she would have a room instead I found only one room and she says she sleeps on the couch.

She jumped right into a sexual harassment case she experienced at her university and I quote: “My professor tried to have sex with me in exchange of ideas.” She proceeded by stating, “This triggered bad memories of my father touching me…”

In one sitting, she also stated that this case at the university ended with her at the mental hospital. She said she was dumb because she was not that smart in school and had trouble with the English language when they moved from China (when she was in high school until she reached university).

She went on to mention that she was afraid that if she did get this government job, since the majority of employees in that department are men, she believed that they would think that it was “okay to have an orgy with her…”

She then mentioned that she attempted to take her own life a few times, and put out her wrists and showed me. I told her that government jobs are far from a certainty for having such things happening.

After trying to console her and encourage her to use good words, she stated that she got this interview because her other professor sent a recommendation and if it was not for her, she would not have gotten interviewed. Once again, I tried to help her by encouraging her and stated that the economy was not going well and that people in the city of Toronto are complaining about the rent hike, especially those with children and parents to take care of.

She stated that they shouldn’t have gotten married and had kids, instead they should’ve taken OSAP, studied, and ultimately focused on their careers. Obviously I disagreed and said that her comment was absurd. I mentioned that there are many like me who graduated with two degrees yet finding a decent paying job is difficult, especially as an immigrant. She disagreed and said everyone with a degree gets interviewed and gets a good job. Since she raised her voice and tried to force her opinions on me, I left the common area and went to my room.

Moving on, I started to find that the bathroom and other spaces were dirty. I looked for cleaning supplies but couldn’t find anything except dish soap. Hair was everywhere and even the toilet seat was dirty. The shower was so small. The water pressure is high, but the downside is that the water doesn’t drain and starts to rise. Hair and other things start floating… totally gross.

I asked her about cleaning supplies, and she told me to use the wet cloth. I tried to explain about different types of cleaning detergents, but it seemed she did not understand. Hygiene is extremely important, especially when sharing a space.

The next day, I contacted Airbnb and told them the whole story. I shared photos and explained in detail the mental issues that this host has and how it was definitely not safe for me. They told me that they would review the photos and then issue a refund for the rest of the time I booked.

After a few hours, they said that the apartment was not that dirty and therefore no refunds will be provided unless they inform the host about all the reasons why I am uncomfortable staying there. I suggested not to tell her all the reasons as I was afraid that since she was in a mental hospital and tried to take her own life, she might try to hurt me as well. I emphasized that the place was not clean but most importantly, it was not safe to spend 15 days with someone who is obviously mentally ill and does not have any friends.

On the third day, I spent the entire day out. The host messaged me every hour. At 11:00 PM, she sent her last text saying “it’s almost midnight, where are you?”

Airbnb informed her that I had to leave due to an emergency, so when I arrived, in a very condescending way she said that she did not believe me and would not issue a refund. We got into a heated argument and at the end of it she agreed that if I found someone else to take over the rest of the days she would issue the refund.

The next day I found a new guest who was interested, but she asked if the host was the owner of the condo. If she was not, she would ask me for a document that showed that the host had a lease and that she would not get kicked out if the condo management found out about her using Airbnb. The host confirmed to me that she only rents from the condo owner and since she cannot find a job due to her sexual harassment lawsuit, she makes money by renting the condo through Airbnb, which pays all her bills.

She continued to say that the lady who booked a two-month stay (before I booked) had cancelled early. She does not issue refunds because she uses the money to pay her rent and bills. After a few hours, she came into the room and interrogated me about the new guest. I informed her that I was not feeling well and that we had to wait until she sent a request on Airbnb to book.

She refused to listen and instead came in the room three times while I was trying to rest and refused to leave. She insisted that I was rude because I was not giving her my full attention and eye contact. I told her that I was not well enough to give her all my time and that she should leave because I wanted to rest. She refused to leave, so I raised my voice and freaked out, telling her to leave and to close the door.

She came back again and told me that she was not going to issue a refund if the next guest booked because now she was afraid I would inform condo management, which would result in her getting kicked out. She insisted that I tell her when I will be leaving the condo and when my flight will be. She also told me to turn the volume down (I was listening to a lecture on YouTube at low volume, but she wanted complete silence and insisted it was music). She finally left.

I then informed Airbnb that I would be leaving and my friend would come help me with my bags since I am afraid she will physically hurt me. My friend arrived around 11:00 PM. We got the bags out, when the host got up and followed us to the room and then to the door. She asked my friend if she would be spending the night and she replied by saying, “No, we are only getting the bags out.”

The host followed us to the door and said, “What’s this? You didn’t tell me of your plans. Where are you going? You can’t do this.”

I told her that I was uncomfortable staying there and thus I was going to stay at my friend’s for a couple of nights. She asked for the key but I repeated: “I will come back after a few days as I need a safe and sane space.”

Airbnb contacted me the following day after speaking to her, and they asked me to free up the dates I had booked and to return the key. I told them that I would only accept that if she sent me the refund, but somehow they kept insisting I free up the dates for other guests to book.

I finally agreed after a day, but it turned out that they were siding with her in order for her to get the keys back and to have the space all to herself while enjoying a free $700 + Airbnb fees. In addition, she filed a complaint to charge me an additional $300 for key replacement. I finally returned the keys and asked her to confirm with Airbnb.

Once I left the public place where we met, she followed me. She tried to take my photo and then kept asking when I would be flying. I told her that it did not concern her and to stop that behavior. In the end, the other guest sent a request to book but she rejected it because she wanted the guest to give up her ID. The new guest told her that she would only show her in person, but she declined.

Airbnb refuses to assist, stating it is the host’s choice to do as she pleases. They had already promised that they would assist in helping book the new guest I found and then help her issue a refund. The hosts now says that she will not issue a refund if the new guest cancels within 48 hours.

I informed Airbnb that this was a trend and it is unfair to bill people just to chase them away and keep their money. The host switched to contacting me via Airbnb to inform me that she rejected the new guest’s request. She said she would charge me for the stress I caused her if I reported her to the building management. I then told her that I will report her to the condo management and the police since she is trying to get more money from my card.

I am truly fed up and will not use Airbnb anymore. I am sick of the threats and attempts to extract more funds from me. How do I get my peace of mind back? How do I get a refund? How do I get Airbnb to ensure that the guests are protected from such fraud and aggressive psychotic behavior?

After Cancellation, Never Again Airbnb

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I have had misleading and conflicting responses from Airbnb support since I cancelled a booking I made for an Airbnb listed property in South Hobart, Tasmania in late August this year.

The cancellation was made in early December, due to non availability of a stove for cooking; I only became aware of this just before I cancelled. This included amenities, pots and pans. Why would these be needed if there was no stove?

I should have checked more carefully before making the booking, but the inference I got from the pots and pans, led me to believe there was a stove, I believe this to be false or misleading advertising. We were supposed to be staying for ten nights and cannot afford to be eating out for every meal; we also prefer the option of home cooked meals occasionally.

This host has a strict (with grace) cancellation policy which means you only get 50% of the accommodation costs refunded if you cancel before 48 hours of booking and seven days before arrival. I paid $768 (AUD) as part payment, Airbnb has now concluded, after I escalated this matter through one of their “case managers”, that I will receive $177.81 refund, which is three nights’ accommodation (which they state was graciously agreed to by the host since he has now received a booking for three nights of the period I originally had booked).

My understanding of the strict cancellation policy is that I should be entitled to a 50% refund of the accommodation payment I made, of $592.65 + $175.40 Airbnb service fee. (Airbnb has refunded 30% of the accommodation fee ($177.81 (not $296.32 which is 50%) and they kindly retain the service fee.

I responded to the Airbnb “case manager’s” communication regarding the refund that they were arranging, as I did not agree with their conclusions. I asked for an explanation regarding the pots and pans inferences in the kitchen facilities as I thought this to be misleading, and asked for proper refund according to the cancellation policy.

Airbnb has now marked the case as closed and have not responded to my message. If anyone can offer some advice on pursuing this matter further with any regulatory authority or otherwise I would be most grateful as I have not been able to find anything suitable to date in Australia.

There are too many Airbnb Reviews, Period

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Here’s my beef: the reviews. Every time a guest checks out, I review the guest, and I’m asked, “What could the guest do better?”

Now, the guest is my customer and a customer of Airbnb, so Airbnb asks that I criticize this person who has just come to stay the night and doesn’t want any trouble. Likewise, the guests review me and must be asked a similar question because every single review I get, there is an area for personal comments and the guest always leaves a little nastygram, telling me what I can do better.

Whereas an occasional host might take that question seriously, and the guest gets some feedback – Like what? “You shouldn’t leave your snot in the shower drain” – all guests take it seriously, and put themselves in the position of Reviewer of the Year.

There are many things I provide to be nice. These are things I don’t have to stock. I get complaints if the bar of soap is small. I was providing one Fiji water per guest (in their private little fridge) and they were complaining there was not enough free water.

I’ve received complaints about the snacks: about some of the plates arcing in the microwave, not having a hand towel, having to stir their coffee with a knife. Someone found a hair on one of the towels. Someone complained the ceiling was dirty. The window sill was dirty. There was a suggestion to wipe out the shower (make sure it’s dry for guests). The shower drips for a while after it is turned off.

A bug was found under the couch. A cricket came in under the door. There are tiny spiders in the corners of the ceilings. There’s a musty smell. I’m too noisy upstairs (it’s just me and I tiptoe). Buy a Keurig (there’s already a coffee maker, and free coffee and tea). Buy new nightstands. Buy a coffee table. Put in a TV. Make it lighter, use LED lights from now on. Keep the computer turned on or make it easier to turn on or take it out altogether.

Change the electrical wiring. Get new pillows. Get a luggage rack. Provide a place to hang clothes. Give more heat. Give more parking space. Love my emotional support pet. Did you slam the toilet seat or was that the heater?

Two naturally-oriented guests left the double doors open during a rain storm and put the couch in front of the open space to look out. When they were done, they didn’t close one side completely and for a while, worms were coming in to die, seeking the cool tile floor. Complaints from the next four guests because I couldn’t figure out why they started coming in so much.

I internalize and act on the comments. After being fully booked for a year, all those complaints I listed? They’re all fixed. I’ve made the place better and better. There are new floors, a new TV with all the channels you can get, a dehumidifier, a new heater (which two guests say is too loud and one even suggested buying a second new heater), new nightstands, the luggage rack, the LED light bulbs, plenty of plastic silverware, unoffensive everlasting snacks, lots of water (no longer Fiji), new paint on the walls and ceilings, and even a strictly regimented cleaning process, which I would happily attach if it would make dear reader happy.

My suggestion is, if they have a complaint, let them leave a complaint. But don’t encourage them. Hosts get worn out by constant suggestions and complaints. A guest might get one suggestion in a year. I have received more than one hundred. And that – on top of cleaning the place 120 times (they don’t all leave reviews) and having strangers in my basement.

I know it’s helpful. I should unpack and cherish every complaint like the little gift (of crap) it’s meant to be. But it hurts my heart. I am caring about these people and making the place super nice (it’s five stars, I’m a Superhost, and it’s a three-room suite in my very nice basement area for $45/night in a touristy area) and yet the complaints keep pouring in with every review. It’s not public (although some guests can’t help themselves) but it still undermines my joy in the experience, considerably.

Could Airbnb maybe only ask half of them to tell me what I could do better? Let the other half think for themselves whether they want to tell me what I can do better. I have many other tangents I can run down regarding Airbnb, Heaven or Hell, Depending on the day, but I will save that for another time. Until then, enjoy the host experience…

Airbnb Fraud Not Addressed by Company

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We have recently been victim of an Airbnb fraud. While searching through the app for an accommodation for a weekend, we came across an Airbnb verified listing that led us to contact the host outside the platform. The listing was inviting us to contact the host via email due to issues in synching their Airbnb calendar and was openly providing an email address.

As described in the listing, we contacted the host and after some back and forth on details, the host generated an Airbnb-like booking confirmation email. Very professionally, the email was sent from an Airbnb-like email address and contained a link to customer service. Before carrying out the wire transfer, we unfortunately checked with what we believed was Airbnb’s customer service and got assurance about the legitimacy of the listing/booking.

I discovered this was a fraud a couple of weeks after carrying out the payment, as the booking did not appear in my Airbnb app. I then reported this to Airbnb complaining about the fact that they had hosts verified through their on-boarding process that led me to a scam and requesting some form of help or compensation.

Airbnb has been handling the issue in an extremely unfair way through their (outsourced) fraud department, fundamentally saying that they are not in any way responsible for anything that happened to me and that they can’t control what’s going on their platform. They closed my case a couple of times and no one, whether they’re in the fraud department or customer service, has been helpful in any way.

Not only that, but a few days after I reported my fraud case to Airbnb, I could find very similar fraudulent listings on the platform and I reported them – clearly they didn’t act upon them. My question is the following: is there any consumer protection for this issue? What do you suggest doing? The amount here is considerable (a few thousands euros). Any help would be very much appreciated.

Airbnb’s Negligence Damages Equipment

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My wife and several of our friends recommended that I stay at an Airbnb for my trip to Barcelona. The apartment was exactly as advertised, and the host was very responsive to my inquiries. That is until a storm came.

I went to a museum and when I came back to the apartment, the entire dining room area was drenched, as if someone had opened a faucet from above. The table was drenched, the carpet underneath was drenched, and my photography equipment on top of the table was damaged.

I tried contacting the host and Airbnb. The host was nowhere to be found, and Airbnb refused to put me in another place. Apparently, there were no other apartments available in all of Barcelona, so I was forced to stay in this apartment and even clean the mess.

This was a month ago. I have been calling Airbnb for a month now, and I get the exact same response: “My apologies, sir… this should have never happened sir… this should have been resolved within 48 hours sir… you have all the right to be angry sir… I can see that Airbnb is negligent on this matter sir…”

Every time, they say that this issue has not been picked up by a case manager yet and that they are going to expedite this because the last rep I talked to didn’t escalate this. They repeat this every single time I call. I don’t know what to do. My equipment is valued at over 5000 dollars, and I am also asking for a full refund of my stay. I don’t know where to get help on this. If anyone has suggestions, please help.

Cancellation Three Days Before Austin City Limits

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I made a reservation three months in advance. I also noticed that the host had cancelled two booking in the past about five days before arrival. If you ever see that pattern, beware. I foolishly booked the place and about three days before arrival she cancelled, using the excuse of a “family death.” It was just way too coincidental, being on the same exact weekend when Austin City Limits festival was happening, to be believed. Those weekends the locals gouge room rates of 200-300% of normal. The next cheapest room I could find was $100 more expensive. Airbnb gave me $12 to offset the difference. I wrote them, asked for a callback, and got nothing. They have completely erased the listing and booking from my history.

Hell Host, Hell Apartment, Terrifying Experience

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I am shaking as I write this, as what I’m about to tell you about just happened. I have stayed in well over a dozen Airbnbs in countries around the world, both long term and short term. I have become friends with some of my hosts. I have had universally positive experiences until now.

I booked what was advertised as a “cozy apartment for a couple” in the center of an Eastern European capital. The flat in the photos had a small but cute white bed, a small two-burner stove, and nice lighting. It looked like a very small, modest, but stylish studio. The ad promised wifi. I booked the flat for one month, until after the New Year, because it becomes almost impossible to find a flat around that holiday in this city. I planned to use the month to look for better, cheaper long-term housing in the city, as I work in the region.

I arrived jetlagged and haggard, with several suitcases. The host did not meet me, but left the key under the mat. I opened the door, and was absolutely shocked. It was literally not an apartment. It was a modified space for storage, or holding reserves of food. A closet, really. Equally as shocking was that there was no bed. In its place was a brown, ratty, diseased looking mini sofa. The two-burner stove in the pictures was also missing; in its place was a single-burner glass stove from the seventies, which looked to be a fire hazard.

Shards of glass, large and dangerous enough to use as a very serious weapon, made up the plate of the stove. There were smaller shards of glass on the floor and in the sink. There was a small bathroom with a water boiler, but there was no shower. I looked around feverishly for a shower head. I had been traveling for 17 hours and desperately wanted – and needed – a shower. There was no shower.

I tried to login to the promised wifi network, but no such network could be found. I went down the street to a restaurant and proceeded to drink several shots of the local liquor. I wrote an angry, firm, message to the Airbnb host via the Airbnb messaging system. “Where is the bed? Where is the wifi? Where is the show? Where is the space? This is not an apartment but a closet. I didn’t know I’d be sleeping on a sofa for a month. I need a full refund.”

Thus began a 48-hour long adventure in communicating with the gaslighting host from hell, and (to their credit) much more helpful Airbnb support. The gaslighting (and I don’t toss that term around; that’s exactly what it was) began straight away: “The internet is working – your devices are the problem. The sofa is more comfortable than the bed, that’s why we switched it out – we did this for your comfort. Stop with your lies. Maybe the flat is small for you but we had two people living there as guests for five years and they were fine.”

She kept repeating that they’d had satisfied guests before – which is literally impossible – and I kept asking why there were no reviews if this was true… it’s not. I spent the first night with my legs cramped and back aching on a 1970s, fibrous sofa, feeling like the wall was closing in on me. The space was smaller than what I imagine a prison cell to be. Solitary confinement.

The shower, according to my host, is shared. It just so happens to be down the hall. The neighbors are all youngish men who look strung the hell out on all variety of drugs, and I’m a youngish woman alone. They stare at me in the hall. The shower has no shower curtain and looks like it has gangrene. There is no functioning light in the shower room; it’s pitch black. If you walked around barefoot you’d end up with fungi taking up residence in your toe nails.

I was so shocked at all of this, that all I could do was send messages every ten minutes to the host, mostly in all caps. Our dynamic was incredibly toxic. The more she denied that anything I was saying was true, flying in the face of all the very obvious and observable facts, the more my anger would escalate.

Meanwhile, I contacted Airbnb, irate. They asked for photo documentation. As soon as they saw images of the couch where the bed had been and the space and the shards of broken glass where the stovetop was supposed to be they said the host had many clear violations and gave me a small reimbursement.

That was not enough. I told them that I wanted a full refund and a new place. I could not be stranded with all of my luggage in this city at the most difficult time of year to find accommodation. Meanwhile, my host kept lying: “The internet is working. We know you are lying. You have a bed. It’s a sofa bed. We will replace the stove but the one you have is newer and better and that’s why we replaced it. The shower is cleaned daily. You have a huge bed.”

Just total, completely crazy lies. At the same time, she was telling me that I’ve “made a problem” for her with money, and ruined her financially because Airbnb has sided with me. She keeps asking me to “make a deal.” My messages to Airbnb grew more frantic and panicked. They told me that they would give me a full refund for all of the nights I didn’t stay there and a partial refund on the two nights I did, if they can rebook me at another property.

The problem is that everything is much more expensive and the listings are scarce this close to the holidays. I’m freaking out. The host starts saying that she’s been sending me text messages because she needs my personal documents to take to the police station to register me with the authorities because I’m staying at her property, even though she knows full well that I’m leaving. I tell her to only communicate with me through Airbnb, because that way the company can see our communication.

Airbnb saw how bad the situation was and said on top of the full refund they would give me a coupon for $200 off a rebooking. They finally found me another accommodation, and told me that the host will likely be suspended from the site forever. I was feeling somewhat relieved, and went to a cafe to use the internet before going back to pack up all my luggage and move to the new apartment.

I went back to the original property to pack and encountered a very disturbing surprise: the door to the flat had been locked from the inside with a chain. I was due at my new flat in an hour and a half but I couldn’t get in or access any of my things. A light was on and someone was inside the apartment, which had all of my belongings: computer, money, passport, jewelry, personal items.

I started panicking and banging on the door, yelling and asking what was going on. I had not agreed to let anyone in while I was away, let alone have them lock me out. The host opened the door. It was the first time I saw her. All of my suitcases were open and my passport was on the floor. I panicked. I started screaming that she was a thief and to get out.

I had no idea what was going on. I had hardly slept the previous two nights, I was jet lagged and stressed out, and had not expected to see this woman in the closet-sized flat with all of my personal items strewn all over the place. I told her that I was leaving in a little over an hour but needed to pack, and told her to leave me alone and get out. She stood in the doorway and refused to leave, saying that it wasn’t my apartment, and that she had every right to stay. I pushed a clothing rack towards her and told her to get the hell out, and that I needed to see if she’d stolen anything while going through my suitcases.

She said I had falsely accused her of stealing and that she was calling the police. I closed the door and started packing. I was shaking and had no idea what was going on, if the police were showing up. I was in a foreign country and realized I would likely have to speak to the police in a language I barely knew.

I heard them arrive, and listened to them speaking to the host. I asked if I could leave because I needed to go meet my new host at my new Airbnb and they said I needed to wait. I spoke with the police. They asked me if I had all of my things, and I said I thought I did. I said we had a disagreement and that I was moving to a new flat. The police decided I’d done nothing wrong, and helped me carry all of my luggage downstairs and called me a cab. I arrived at my new Airbnb, which is very lovely and relaxing, with a very kind host, where I am right now.