No Response from NYC Host, Keeps Half my Money

Posted on April 4, 2017

This was (and is) my first and only experience with Airbnb. I booked an apartment with Janine for nine nights in July 2016. I made the reservation in February, five months in advance. I then started seeing recent reviews about poor communication from the host, and difficulty with getting the keys to the apartment once in New York City. Since I would be traveling with a family of five, I wanted to work out any miscommunications in advance. I sent two messages to the host in February on the Airbnb website, and received no response. I sent an email to the address Airbnb had listed for the host in March. Still no response. In late March, I read more negative responses from recent guests about being told to say they were a relative of the host if anyone asked and more issues with cleaning and getting the key from a local café with changing hours of operation. This continued to raise my level of concern. I then texted the phone number listed for the host. Again, no response.

A week later, I called the number and left a voicemail. Still no response. At this point I began to wonder if I would land in New York to find that I had no place to stay. I could not locate any way of contacting Airbnb, so I cancelled my reservation more than three months prior to the arrival date. After cancelling, I discovered that the host keeps 50% of the money on all cancellations. Allowing the host to keep over $1000 for a place at which I never stayed and cancelled over three months in advance because she would not communicate with me at all does not sit well with me. After cancelling the reservation and requesting all of my money back, I got one simple response from the host, stating that I never contact her. She also declined to refund any of my money. The listing can be viewed here. The reviews can be viewed here.

Not Reporting Issues to Airbnb Means You Pay for Damages

Posted on April 4, 2017

Two of my friends and I used Airbnb for the first time about a month ago. As soon as we walked in the condo, we sat down on the bed and it seemed like a piece flew out from under the bed. We weren’t really paying attention or sure about what happened. That night, the wood pieces that comprised the bed frame started collapsing and progressively the bed sank lower and lower. We fixed the wood pieces, but every time we moved too many in the bed it happened again. After more investigation we realized that a part of the frame that had originally been welded together was broken and any time we fixed the bed it would only be a temporary solution. For the last night of our three-night trip, we just put the mattress on the floor.

As soon as we packed up we emailed the host all the pictures of how the bed was severely broken before we arrived. Instead, she accused of us of breaking the bed and said it was “very strange” how we did not bring it up sooner. We are three graduate students in Miami for a weekend trip. Honestly we had never used Airbnb before and did not want to deal with communicating with the host (who had been unhelpful about all of our other issues) when we could come up with short term solutions for the remainder of the trip. After checking out, the host reported us to Airbnb for not cleaning (we paid a cleaning fee and she left zero cleaning supplies) and breaking the bed. We told Airbnb our side of the story, but because we did not report anything right away they ruled against us and are now charging us for the cost of the bed. I am shocked that Airbnb would handle their business this way and I can affirmatively say I will never stay in an Airbnb again. Thank goodness for Hilton and Marriott; they certainly don’t treat their customers this way.

Drunk Disorderly Host Necessitates Early Departure

Posted on April 3, 2017

It’s 2:15 AM and I’ve just passed the 20-minute mark on hold with Airbnb customer service for the second time in the last hour. The first time, after 40 minutes on hold, my call was disconnected. I suspected my host (for a scheduled five-week stay) was drunk when I called to say I’d be arriving late. My suspicion was confirmed upon arrival, when I encountered the staggering, slurring host, who bounced off the hall walls as I was shown to my room. The room was very nice and as describe, except for the curtain that separated my room from his. As I paced around weighing my options, loud slurred endearments to his dog boomed from behind the curtain. Decision made: I had to leave. I grabbed my unpacked things, and knocked on his closed bedroom door. As my host opened up, he fell backwards, and accepted my decision to depart from a slumped position on the floor halfway between the hall and his bedroom. On my way out, I noticed the front door had been left wide open, and all the lights were on. Being an Airbnb novice, I had thoroughly researched this host and location. Every posted review was sterling, the host bio was appealing and congenial, and the photos showed a lovely home with a situation ideal for my purposes. It’s now 2:38 AM, and Airbnb customer service just disconnected me… again. I doubt the website will be at all useful, as several attempts to find a help topic appropriate to my situation came up empty. Clearly, the site is designed to frustrate any effort to seek immediate resolution and satisfaction. This was my first and could be my last experience with Airbnb.

After Host Cancelled, Customer Service Stalls Giving Refund

Posted on April 3, 2017

After hearing a lot about Airbnb, I decided to make a reservation. I booked a home in Loma Linda, Ca, confirmed with the host, and paid the rent. About a week later, Airbnb told me the host had cancelled, and offered a refund. I should have grabbed it then, but I was stunned about the cancellation. A few hours later they told me they would contact the host if I was still interested in staying there for the dates I had booked. I said yes. I also contacted the host, who told me she had never cancelled the reservation, but Airbnb had inadvertently cancelled it. I emailed Airbnb again, asking for some type of confirmation of my “renewed” reservation. Well, needless to say, this went on for some time, in which I kept emailing, and getting very delayed replies (2-3 days later) saying that they still had not been able to contact the host and confirm availability. Two different stories were floating around.

I finally decided to give up, and call and ask for my money back. If you like elevator music, you can enjoy sitting on hold for 30 minutes or longer with Airbnb customer service, listening to their selection. Then a representative came on, sounding like he’d just woken up. He was absolutely no help whatsoever, telling me that my case had been “escalated” to a level that he could not interfere with. I just finally got a confirmation of my cancellation, and hopefully will see a complete refund in the next five business days. However, I will never use this service again. VRBO is far better, in my humble opinion.

Costa Rica Airbnb Yard Shared with Pitbulls

Posted on April 2, 2017

The listing shows some nice bungalow with a hammock overlooking the beach. What the pictures don’t show are two vicious pitbulls ten feet to the right of your patio that are poorly tied up, with no fence between you and them. We returned the final evening to find the dogs had gotten free. Luckily, a neighbor had warned us as we approached that they might have broken free. Fortunately, I also had a rake in my hand as my friend struggled to open the front door. The dogs attacked and I fended them off with a rake. This wasn’t just barking, but a full-on attack. They ran up on my legs so fast I couldn’t believe it. If we had come home after drinking or unaware this would have been a complete nightmare. We were so shaken up we left and booked a hotel. I’m 47 and a big guy. A smaller person or a family with a child could have been seriously injured or killed. I guess next time I book a place I’ll inquire if there any dogs around, assuming I use Airbnb again at all. I tried to reach out to customer service that night to find another place – was on hold for 1.5 hours – and never reached them. Airbnb should implement a “safety survey” for hosts that need to be asked things like “Do you have dogs? Or are there any potential dogs in your vicinity that guests may be exposed to?”

Airbnb Took $2,000 from my Debit Card without my Authorization

Posted on April 2, 2017

Airbnb has some of the most clever travel scammers online that have ever existed. I decided to surf the vacations options for the summer using Airbnb (my first big mistake). I forgot that about a year ago in order to set up my account, I provided a payment method, which was my debit card (the biggest mistake). So, while trying to make a reservation, I desperately tried to check where my payment information was stored, and I couldn’t find it: not in my profile settings, and not anywhere else. Being an IT professional, I clicked each and every available option. Then, when clicking the “reserve” button for the reservation, I was expecting to see what every consumer is supposed to see: a message confirming that a certain credit or debit card will be charged for such an amount for the vacation…right?

I was never informed that Airbnb would be charging me the entire vacation price up front. The next thing I realized they took over $2000 from my debit card causing me to lose lots of money in the form of bank fees. I don’t even want to start on how many resolution tickets I had to open with Airbnb and how much of a genius one has to be to actually find a way to contact Airbnb. You can find plenty of those stories here already.

I was lucky enough to speak with Airbnb on the phone twice where customer service is no more helpful than the sun in the middle of February. They just politely act like messengers who will “make sure to escalate your matter ASAP” with promises of a big guy with the awesome authority to get back to you within two days and resolve all of your issues. This never happens. Escalation through online resolution tickets is even more fun. You’d have to be Einstein to find a way to open one, then when you do you will be blessed to get their response via email in a week or so. The best part is the email rep is prompting you to reply back directly if you have further questions or need help. So, when you naively do it you will immediately get a message that your email is undeliverable.

Here is my question to Airbnb Hell readers: how many stories do you need to be posted here before bringing Airbnb to court? I think there are plenty already. It’s time to act.

Airbnb is Losing their Business to Scammers

Posted on April 2, 2017

My family had an upcoming trip to London. I booked a place from a verified host, who had 25 positive reviews for his property. Less than a week before our arrival, my host sent me a message that the apartment I booked was no longer available. He suggested I stay in another apartment of his. According to the calendar, the apartment would not be available for part of our stay. The host is not answering my messages or phone calls. I’ve been calling Airbnb for three days straight. Each time they assure me that my case has “high priority” and their trip team will be in touch with me shortly. Nobody ever called me back. Today I’ve been told that they are busy helping people, who are right now standing on the street without a place to sleep; that’s why I should wait. I probably should, until my family is on the streets of London without accommodations. The customer service representative suggested I look for a new place and tried to contact my host, but he could issue a refund only after 24 hours. I asked him to help me find a reliable host with a real property, because at least 60% of Airbnb listings in London are fakes used for scams; he assured me that Airbnb is vetting all its listings. I used to love Airbnb, but it seems they are losing the game to scammers. Airbnb definitely needs a stronger security team and they need to handle situations like mine before people are on the street with no place to stay, not postpone until the last 24 hours.

Airbnb Customer Service Can’t Decide What To Do

Posted on April 1, 2017

My family and I tried to book a house through Airbnb for a vacation together. I found the house on my account and my sister-in-law logged in to pay for it. Airbnb would not authorize the payment, and kept sending emails saying our reservation would be cancelled if we did not resolve it. We tried to resolve it with customer service but they could not help us. We spoke with the host and we decided to cancel and book through a different account in order to make sure our reservation was not in jeopardy. After cancelling Airbnb told me that I had an outstanding service fee charge for cancelling. I have yet to talk to an actual person through customer service who can actually help me. We should not have to pay two service fees for the same booking. All of the sudden they charged my sister-in-law’s card for the service fee today. Now Airbnb can charge the card for a service fee but when we tried to use it for our booking we were unable to. It’s ridiculous. I’m still trying to talk to someone with authority but we are beyond mad. Any suggestions or help from anyone would be greatly appreciated.

Lost in LA after Being Locked out of Inglewood Airbnb

Posted on April 1, 2017

I reserved a room for a week and confirmed with the host that I would be returning at 1:00 AM from a conference each day. He did not have a problem with this and I was quite respectful of his space. On the third night when I got back I was locked out. He had locked the inside door to which I did not have keys. This was my first Airbnb experience and the last. It was 2:00 AM (I took an Uber from Downtown LA through construction). I had a long day at the conference and had to be back up to prepare for the conference bright and early. As a woman locked out in Inglewood, not knowing the area, only having enough money for food and transportation for the week, it was a pretty traumatic situation.

I could not locate Airbnb’s phone number to file a complain anywhere online when I looked during my brief breaks I had at the conference. After it was over, I finally searched online for awhile and was able to find a phone number and called only to be strung along by Airbnb. I don’t know which is worse, getting locked out in the middle of the night or the fact that Airbnb staff was unwilling to assist me in this matter. I have called three different times and spoken with a supervisor, who was not very helpful either. She said I needed to go through the resolution center. The host and I communicated through Airbnb before I contacted customer service. He was only willing to reimburse for two nights when he locked me out, and an additional night so I could stay there. We spoke briefly the following day after he locked me out and I informed him I was not comfortable staying there given the fact he locked me out and I didn’t have access to my belongings. He offered to reimburse me $50 at first. I have asked to speak with a manager and the supervisor informed me she was the highest person there. She refused to inform me who her supervisor was. I am not impressed and would not recommend Airbnb.

Host Ignores Electric Bill, Makes us Pay for Lock

Posted on April 1, 2017

We recently had a two-week stay on Airbnb. There was a subsequent corporate hell odyssey that was one awful rip off after another, first by the host and then by Airbnb itself. I don’t even know where to begin. First of all – and this is nowhere near the worst thing – the place was filthy upon arrival. There was pubic hair all over the bathroom and a semen stain on the sheets, and a layer of dirt so thick on the floors that simply touching a paper towel to the floor turned it into black finger spots. We contacted the host and he agreed to send over a cleaning crew the next day and replace the sheets. That was the last time the host did anything remotely right.

Then the power went off. We thought there was a blackout in the neighborhood or some breaker problem, but after seven hours, some spent talking to the electric company, they told us that the power had been shut off because the host didn’t pay his electric bill. We called the host and he grumbled something and said he would pay the bill. An hour later the power was still off and we sent the host a message via Airbnb. At some point the lights came on so I guess he paid his bill. Who knows?

From the very start we noticed the key was jamming in the deadbolt lock. On the fourth night it just stopped working and we were locked out of the apartment. We called the host, who claimed to be out of town, and sent over an after hours locksmith. The locksmith broke us in to the apartment and then replaced the lock, noting that it had broken due to fatigue over time. The bill was over $800. The locksmith then claimed that he couldn’t accept payment from the host over the phone. We called the host and he told us that we should pay the locksmith and he would pay us back the full amount. He promised, so we trusted him.

You can probably guess what happened after that. If you guessed that the host dropped off the face of the Earth, you are correct. We tried Airbnb messages, texts, and phone calls, over days, all of which went unanswered. Finally we initiated an Airbnb “Resolution Request.” The host is given 48 hours to respond, which he did not, after which it gets escalated to Airbnb management. Airbnb also did nothing for a long time. Our trip ended and we flew home, again with no word whatsoever from the host or Airbnb.

One day I got a message out of the blue that the host had written his review of me. He was alive after all. What did this host who tricked us into replacing his lock for $800, promised to pay us back, and then disappeared, have to say? Well, in the private message that the host can send to a guest with the review but which doesn’t get posted or seen by Airbnb, the host gloated that I “got played” (presumably by him) during the whole thing. What a lovely individual, am I right? I was hopping mad but I thought that Airbnb would deliver justice with the Resolution Request. Again, my mistake. After many more days of nothing happening someone from Airbnb called me and said that the host was claiming that he only wanted the locksmith to break us in to the apartment and not replace the lock. Therefore, I should pay for the lock.

I pointed out that that is a ridiculous claim. If the host intended to leave us with just a broken lock and no functioning deadbolt that would have been a violation of Airbnb’s safety guidelines, and also if the host is claiming that I bought a lock that he didn’t want he can send me the lock rather than keep using it. The Airbnb representative said those were good points. I also pointed out that the host promised to repay us the whole amount then disappeared for weeks and that was extremely shady. If he had wanted to talk about the situation he could have responded to one of my many messages or calls.

In spite of those good points, Airbnb followed the money, which of course comes from hosts with multiple properties and not guests. Airbnb first ruled that the host only had to pay me for the cost to break in to the apartment, not the cost to replace the lock. Then, on top of that ridiculous ruling, they added the bill incorrectly (probably intentionally) and decided that the locksmith’s $120 “service call” charge was the cost to break us in to the apartment, when that was actually $365 on top of the service call charge. Airbnb decided that we should get basically nothing and aided the host in scamming us out of almost $700.

As for the electricity being off for most of a day due to the host not paying his bill, Airbnb decided to credit us merely a third of a day’s stay for that. If we follow that logic, the electricity could be off for eight hours of each day during your stay, rendering the accommodations unusable, and you would only be entitled to be refunded a third of the amount. I called them to point out that even with the pittance they were crediting us, they added the numbers incorrectly on the bill. The representative agreed that they did so, and said that she would “bring it up with her team.” Again, as you can probably guess, I never heard from them again.

I was surprised at how thoroughly and brazenly they cheated us, and how long it took them to do so. They don’t even have the courage to let you know they are going to screw you up front – they take weeks and weeks to do it. I guess I would say to avoid this host – the name he uses on Airbnb is Tony della Morte (don’t know if that’s his real name or a particularly appropriate alias) and he has several listings around Menlo Park, CA. The rot and corruption here extended way beyond the host to Airbnb itself, so really the lesson from this is do not trust hosts or Airbnb. I would say to avoid Airbnb, period. This has been the worst rip off and worst experience I have ever had with a merchant in my life.