Host Lies About What Happened During Our Stay

Posted on November 8, 2016

I made a booking to stay at Surry Hill (Sydney) where Debbie was my host. However, in her review to me, she totally lied about what happened and blamed us for all the unpleasantness:

1. She sent me three messages through Airbnb, with general information about her place and how to get there. This was great, but later on during the message exchange, her information conflicted with that of previous messages, so I had to ask again to verify her information. In her review to me, she said that I did not read her email at all.

2. My reaction when she told me there was no lift or Internet in the house was “Ahh??” If that’s considered rude, I wonder what’s the definition of “surprise”? At the time my husband and I made that booking, we both saw the “elevator in the building” option available, but not Internet. However, when we checked again after moving in, that option was gone.

3. When we arrived, we noticed the house was clean, but the detergent she used left a strong odour in the house. We immediately opened all windows to air the unit out, because this is quite normal. After that, when we came back from dinner, the smell was not completely gone; there was still a strong smell near the bathroom, and in the kitchen. We texted the host to ask, but didn’t receive a reply. So we searched the house and noticed that the smell was coming from the dirty toilet, behind the toilet bowl, and from her spices in the kitchen. I spent an hour cleaning up the toilet, while my husband cleaned up the kitchen at the same time.

4. Our second night, when we came back, we heard a very loud humming sound all around the house. We called the host immediately. After three calls, there was no answer. So we went out to check the source of this sound, and noticed it happened to fill the whole block. Ten minutes later, when we already decided to use ear plugs to sleep, she finally called us and offered to help, saying that she’d contact management to settle it. I’m not sure what she did, but around an hour later, the whole block was in a blackout, and the humming sound only stop around 1:00 AM (one hour after the blackout), when my mother in law already passed her bedtime.

5. The next day, Debbie texted me to mention that the previous guest gave her an extremely high five-star rating, and mentioned that we could move out to the hotel across the road; she would give us the refund for the night we haven’t stayed. Although it appeared to be a fair offer, I found it ridiculous she mentioned other guests gave her five stars, which was no use to solve our problem, and also it’s not really fair as we all know how expensive hotels would be for an immediate booking. Therefore we did not take that offer, to save us time and hassle from the move.

6. On our last day, we cleaned the house as our general practice using Airbnb, but I made the mistake of forgetting the rubbish in the hall. I texted the hosts immediately because I already left the keys in the unit; I couldn’t access it to remove the rubbish. Both replied nicely that it was not a problem, which turned out to be a lie. She mentioned in her review as if I purposely left the rubbish in the hall.

I still gave her a good review because I thought it was my mistake forgetting the rubbish in the hall, but I regret my kindness now. The way she replied privately to me and publicly in the review gave me impression she’s a liar. This was my second try with Airbnb. Although the first try was wonderful, this second try really dissuaded me from using Airbnb again, and if there’s another host like that, I’d prefer to go back to traditional hotels.

Guest Cancels? 50% Charge. Host Cancels? Scot Free.

Posted on November 7, 2016

In summary: how on earth does Airbnb continue to do well? I think they lack integrity. I know they lack sincerity.

Just the facts:

1) We made a reservation with Airbnb three months ago, for seven days over Thanksgiving in a specific neighborhood in LA. We have three dogs, so we wanted a standalone house with a fenced-in yard. That’s hard to come by; that’s why made the reservation three months in advance.

2) The cost of the place was $1,800 for the week. It was a “STRICT” cancellation policy on our end, meaning we would have been charged 50% of the total stay, $900. It was a totally cool policy, as we are also hosts in northern california. We were certain of our plans, so we accepted their “strict” terms.

3) The host canceled on November 2nd, 17 days before we were to arrive, three months after they agreed to rent us the house. The host pulled their listing, so they are gone.

4) We couldn’t find another place on Airbnb in that neighborhood that took dogs, was a standalone house, and wasn’t a dump, so we scrambled to find another place. We did find one using Homeaway, but to the tune of $2,800 for that week, $1,000 more than original place. That is what happens when you are forced to wait until the last minute to book a place. That is why we did what we did three months ago, to prevent from over paying 2 1/2 weeks before the holiday week.

5) We asked and got a full refund from Airbnb for the $1,800, seeing as we couldn’t find a place through them at this late date.

6) The Airbnb case manager assigned to this oh-so highly complicated matter offered us a voucher for $100 for our troubles.

7) I asked him for a voucher of $900 because they canceled on us, and caused us to spend $1000 more than what we wanted to spend. Had we been the ones to cancel, we would have been charged $900 immediately, no questions asked. That is how I came up with the $900 figure.

8) Our double-talking case manager came back and would not give a penny more than $200. A shuffle in the right direction, but hardly a step. He talked and wrote in a very professional and seemingly sincere manner, no doubt, highly trained and polished. But there are many things you can’t polish, and one of them is Airbnb.

Airbnb Rip Off Report: Zero Customer Service

Posted on November 7, 2016

I recently went on holiday to Italy and booked several places via Airbnb. With the exception of one, the properties were misrepresented and not as they appeared in the advertisements and photos. One apartment rental we booked in Omegna, (Lake Orta) in Italy was so bad we could not stay there; it was an absolute disgrace compared to the description and photos. I tried to contact Airbnb about any problem but it’s impossible. I tried to cancel online as soon as we arrived but all I got was one night’s refund; I lost the other two nights’ fees, an Airbnb fee, and a cleaning fee, and then had to rent a hotel room. The company obviously never checks if the place being advertised fits the description. All links online lead back to the owner so it’s impossible to get in touch with them to resolve a problem. They obviously don’t care about guests as long as they get their commission. I will never use Airbnb again.

Airbnb Almost Ruined our Honeymoon

Posted on November 6, 2016

My wife and I wanted to go to the Virginia mountains for our honeymoon. We had never used Airbnb before but thought that we would give it a try and rented a cabin. When we arrived we found the place to be only partially cleaned from the previous guests, we couldn’t get any of the heaters to work, and there were parts of the cabin completely off limits due to renovations (that was not stated anywhere in the listing). We spoke with the host and they said that they were sending over the maid. After waiting for 45 minutes we felt like we were being robbed of the first day of our honeymoon. We hadn’t seen the maid yet, and we couldn’t help but think about what else might not be clean in the house that we haven’t yet discovered and can’t be easily seen (like bed sheets).

A few more phone calls to the host and finally I was offered to either get a full refund or to find another one of their cabins to be set up. Although we thought the offer for a refund was considerate, we found ourselves in an unfamiliar secluded mountain town with night approaching. We had no idea where we would stay or even how far the next hotel was. We opted to take a look at the other cabins they had available but we had issues with the wifi and barely had any cell phone reception. After a road trip looking for somewhere we could sit to get some Internet connectivity, we browsed their listings but couldn’t find anything comparable to what we had except for one. However, it was slightly more expensive and would have cost a total of about $100 more total for our stay there. We called the host back to inform them of our selection but explained that we weren’t interested in handing over more money, even if it was only $100; we weren’t very confident in their hospitality thus far.

The host was not willing to work with us on the extra cost, so we opted for a full refund and spent the rest of our night searching for where we would stay during our trip. Luckily we still had a great time, but never got our refund until our entire honeymoon was over and we had made several more phone calls. Even then we didn’t receive a full refund, as it was short $124. The host explained that this was because Airbnb’s cut of the deal was $124 and that I would have to take it up with them to get that back. So a few back and forth emails happen and eventually, I’m offered the $124 refund from Airbnb. However, they were sure to let me know that this was a one-time courtesy and not to expect it in the future because these funds are “what Airbnb uses to cover their business expenses.” I’m glad I got the refund, but I’m astounded that they believe that it would be acceptable to justify charging any amount of money to a client when the only service they were provided was absolute inconvenience. Save your money and your time and use another service.

Family Vacation in Paris Ruined by Bed Bugs

Posted on November 5, 2016

I travelled to Paris for three nights in October 2016 with my three children. It was supposed to be a dream vacation. I was so excited to stay in the “Romantic Suite Saint Germain des Pres.” I have been a huge Airbnb fan, spending over $5000 in 2016 alone with the platform (as Airbnb customer service explained to me). We are a large family, and we had never had a bad experience with Airbnb. In fact, I was promoting the site among friends and family. I felt very hip to be using the service. We arrived at the flat, and it was slightly disappointing, in the way that you realise that the photos were staged expertly showing the best possible angle. Our host did not meet us; he sent his cleaner instead.

The flat could have been cleaner, and had a strange odor. However, with three kids waiting to see Paris, I didn’t think to complain immediately or call Airbnb for help. I kept telling myself: “it will be fine.” On the last morning in the flat, my son woke up with bites on his thumb, two on his ear, and one on his face. In 40 years of international travel, I never encountered bed bugs. I was horrified, but again – we had only an evening flight; I had to get through the day. Our host told me we had to be out by 11:00 AM but could leave our bags until 3:00 PM.

We came back at 3:00 PM, and the flat stank. There were strange black spots on the bathroom floor, the cleaner had not yet arrived, and, with a bit of help from Google, it became clear to me that the flat had telltale signs of an bed bug problem. I contacted the host from the airport. He didn’t respond until 24 hours later. I then called Airbnb customer service. I spoke with “Jeffrey M.” who told me that I should stop talking and “hear him out.” I realized quite quickly in the conversation that a 20-year-old dude working the phone lines in California has not a clue in this world what it’s like to be a 40-year-old mom travelling in Europe with three children aged 6, 8 and 10 and having this experience.

I asked for a refund. Jeffrey laughed, and told me that in the history of Airbnb that never happened. He asked me to send photos – which I did – and promised to follow up with the host. Jeffrey read from his script, “I, too, travel with Airbnb and understand your frustration.” I grew up in Arizona, I can smell SoCal tripe when I hear it. The speech had all the buzzwords of empathy, but no admission of fault and no promise to resolve anything. The next day, the host finally answered, and told me that he believed there was absolutely no problem with his flat. He refused to return any funds at all. No apology, nothing. He did offer me a discount if I were to come back for a five-night stay, and suggested that perhaps my son had been “bitten during the day.”

He showed a total lack of understanding for how bed bugs operate and didn’t seem keen on finding out if his flat had them or not. He also didn’t seem to give a care in the world about what it’s like to wake up with your child covered in bites. He suggested that there could not be bed bugs because “only one of you was bitten.” With the help of Google, I now know that to be totally false. The story gets better, though!

I tried to contact Airbnb through their Twitter handle, @AirbnbHelp. I figured maybe Jeffrey M. is just a bad apple, and maybe someone at Airbnb actually cares about customers who spend thousands each year with the company. At first, the Twitter chat was friendly; they promised to look into it, etc. I sent them all my photos, and screen shots of my conversation with the host. Then I got an email from Jeffrey. He wrote to accuse me of extortion, because I dared ask if I was allowed to write a review while my claim was being looked into. Jeffrey/Airbnb officially disabled me from being able to review the property.

I hadn’t reviewed it yet, as I’d read online that if you ask for a refund you shouldn’t write a review. Now the host will keep on making money, and other families will be exposed to the bed bugs. I was in a state of shock. Never in my life, not in the worst of all hotels, would this have happened. You would walk to the front desk, show the bites, ask for a refund, and would walk away compensated for the hassle. We arrived home at midnight, stripped the kids naked (literally) in front of our front door, put everything that had been in Paris in rubbish bags, and left them in the garage. I spent the entire next day washing and drying everything on the highest possible heat setting, and disinfecting our shoes and my handbag. The dry cleaning bill… a trip to the dermatologist with my son who confirmed my conclusion about the bites… the cost of this trip keeps growing even now that we are home.

I can only pray that I rid everything of any potential to bring the bugs into our own home. To be honest, that’s a thought I can’t even begin to deal with right now. After Jeffrey accused me of extortion, and removed my ability to review the property, the Airbnb Twitter chat popped up, and they confirmed that they are in full agreement with what my case manager has done. In other words, Airbnb took my money, doesn’t give a care in the world about my horrible experience, and worst of all doesn’t let me warn others to prevent it from happening again. Meanwhile, my host is still selling his fairy tale of romantic Paris.

I am, for once, left speechless. I studied at Harvard Business School. I know a bit about business models. So I’ve now come to the conclusion that this is how Airbnb rolls: ramp up as many as possible hosts & guests, generate as much as possible turnover – this in turn maximises valuation – take the whole thing public, then a few young guys who know nothing about family travel or normal people’s lives make themselves billionaires. There is no business reputation to protect. Airbnb isn’t like Marriott who cares if you come back again, or not. Airbnb isn’t a hotel replacement; it is just an online ghost, making a profit out of connecting customers (“guests”) with providers of a service (“hosts”). If either one of us gets screwed in the process, Airbnb doesn’t care. It just needs volume. It doesn’t need me to come back. It will find someone else to replace me, someone who hasn’t had a bad experience, someone who believes in the dream.

I too, believed in the dream, but now my feet are firmly back on the ground. I’m not going to shut up just yet, though. I’m going to write the owners of Airbnb, I’m going to contact journalists, and I’m going to get my story out there. My family’s trip to Paris was the quintessential European holiday gone wrong. It was so plain vanilla it could have been any of us. It will happen to someone else now, too, given that I can’t review the property and the host is still allowed to list. For the record, the Airbnb property is listed as “Romantic Suite Saint Germain de Pres” on Rue Gozlin, Paris, and in the photo you see two orange bar chairs by the kitchen. We spent $698 for a three-night stay in October 2016.

Thanks to the founder of this site, it is like therapy to find an outlet to share one’s story and know that I am not crazy and not alone. Being accused of extortion when complaining about a product or service? That is a first. Imagine if you go to the Gap to return a shirt which is ripped or stained and they accuse you of fraud? Imagine in a restaurant if your food has a problem, and the restaurant gives you the bill and forces you to eat the rotten food? Honestly, this new app economy is hilarious. Airbnb is nothing like an old fashioned bed and breakfast, where the owner would care about his reputation, and on a human level, about people too. Airbnb takes greed to a whole new level, and this is coming from the country which invented customer service.

No Show Host, No Bad Reviews Allowed

Posted on November 4, 2016

I am a double-lung transplant recipient. I go to Duke Hospital in Durham every six months for a check-up. I decided to try Airbnb, since my stays are only one night, and I could save $30-40. This host had all 4-5 star reviews. After arriving at the airport and taking my rental car to her house, she was not at home. I gave her the benefit of the doubt and texted her. No reply. I was forced to scramble to find a hotel for $30 more. While I was communicating with Airbnb, I got a text saying the host had canceled the reservation, which I was about to do. They quickly refunded my money, but really should have reimbursed for my more expensive hotel. When I went to write a bad review about the host, I discovered I was not able to do that. I called today to ask why (after jumping through hoops to find Airbnb’s actual phone number), and was told it was because the reservation was canceled. That’s not what the text I received said, and before I was able to cancel. I feel I was deprived of the chance to leave a bad review, in an effort to protect the host. None of it is acceptable. I await their return phone call, which I’m very skeptical about getting.

Nest of Thieves: Airbnb’s New Policy Costs Me

Posted on November 3, 2016

Editor’s Note: The views and opinions expressed by AirbnbHell.com users do not necessarily reflect those of the Airbnb Hell staff. That being said, we will continue to provide a free and uncensored platform for all of our contributors to share their Airbnb related stories, opinions, and experiences.

I’m a pensioner, an old lady who can’t afford to be ripped off by Airbnb. I had booked a holiday in the UK. I paid for it in full and was due to take it in November 2016. Then I received an email from Airbnb saying that everyone who uses their website will need to sign their Equality Commitment. I could agree to almost all of it, but though I have no property to let out, I could not agree to let out a room in my home to a gay couple. I have no problems renting from a gay couple. But as gay marriage is against my religious principles, I just cannot sign it. I was able to get a refund for the actual holiday but not for the service charge. I’m an old lady and can’t afford to lose that service charge. I would understand if they had told me before I paid my money out, that this is the way it’s going to be. That would have been fair. But this isn’t even legal! Never mind fair. They state that any bookings I already have will be cancelled if I don’t sign. You can’t do that! But they have done that. They have ripped off this old lady and robbed her blind. Why are they allowed to get away with it?

Search for Respite in Florida Turns to Airbnb Scam

Posted on November 2, 2016

I’m a recovering cancer patient and I went to Sarasota, Florida for respite and to look for a permanent home. I used to live close by there and enjoyed what the city had to offer in the art and culture areas. The efficiency apartment I thought I was renting for more than a month turned out to be a sort of converted single car garage without many of the listed amenities, i.e. pool view, Internet, el fresco table, privacy. Tiny windows were blocked by bicycles hung on hooks and there was no real entrance. Instead, there was a wooden gate with a padlock. The garage faced a storage shed, recycle bins, and a large lumber pile with critters. The shower was smaller than my son’s coffin. The host and his wife were very nice. If you want to be scammed, nice people do it in a charming way. There was a puppy (this was August 2016 so it may be a little bigger now) and two little children, not the one little child in the advertisement. The apartment was not across the street from a bus stop, and I don’t recommend that you stop here, period.

You Charge a Cleaning Fee? For What?

Posted on November 2, 2016

To whom it may concern: this location, though convenient to LAX, was the worst Airbnb property at which I have ever stayed. I have stayed in eight other Airbnb locations this year, and all have received good reviews. I normally don’t leave bad reviews, but the public needs to be warned. This place is that bad. The first thing that hits you is the smell when you walk in. Being that is a very old and dirty apartment, it’s not surprising there is mold growing everywhere and an unidentified slime coming out of the wall. The carpet is filthy, there is miscellaneous junk sitting along the edges of the wall in different rooms, and when you start looking around you begin to notice all the places the walls have been patched. The ceilings of both bathrooms and inside the cabinet over the kitchen sink have mold growing, literally hanging down like moss on a tree in the rainforest. The handles on the refrigerator have been ripped off and are on top of the refrigerator along with 1/4 inch of filth.

The cabinet above the kitchen sink is like something out of a horror movie. In the cabinet above the stove is more filth and a sticky trap with a dead cockroach and cricket. The ceiling in the top of the cabinet looks to have been finished by a drunk auto-body man who got a volume discount on Bondo. In the cabinet under the counter top stove are 220V wires just wire nutted together. This place has so many health and safety violations it should be condemned. The three bedrooms were sparsely furnished with cheap $5 pictures from Walmart but the worst part is the linens. For the room in which I slept (rather fitfully), the queen size bed had a king size fitted sheet, no top sheet, and a comforter that appeared threadbare and very old. The room at the front of the house was so bad that the person assigned to sleep in that room opted to sleep on the couch. All the vertical blinds had missing slats and did not allow for privacy from the neighbors. If we had not gotten into town so late we would have gone somewhere else. I think the part that makes me so angry is that I was charged and I am assuming previous occupants were also charged a cleaning fee. I have to believe that all the recent reviews that say the place is clean are fake. Unless you are okay living in filth do not book this dive.

American Woman’s Airbnb Hacked by Norwegian Man

Posted on November 2, 2016

I am a frequent Airbnb user with a perfect rating. I was going to California for the weekend for a friend’s wedding. My husband, two other couples, and I were going to share a cabin. I tried to access my account yesterday to contact the host and the site told me my email was not valid. So I got on the Airbnb app on my phone, which luckily had still been logged in. From there I could see that someone had taken over my account, changed the email address and phone number to his, changed the picture, and changed the name. No matter what was on the profile there were still reviews saying “Sarah was a great guest.” No hosts seem to notice this and are gladly letting “Masteusz” stay with them. He is sending people messages in Spanish and as we speak is staying in someone’s home in Mexico City.

I called Airbnb about 14 hours ago and told them they needed to not only fix this but also find us another place to stay ASAP. I heard nothing for several hours, called again, and was told I would hear from someone in a couple hours. After hearing nothing, I called again this morning and was told they would “send it again”, that the case still didn’t have a case manager, and that there was no supervisor or anyone else I could talk to. Meanwhile, through the app, I could see that hosts are still none the wiser that this guy is a fake because they are still communicating with him about key drop offs, etc. In addition, my idiot host didn’t seem to notice that the person he was corresponding with named “Sarah” changed her name to Masteusz and is now a man from Norway. Masteusz canceled my reservation. When I messaged the host saying I didn’t want to cancel my reservation and that I was hacked he said “I’m sorry to hear that, Masteusz.” After having no luck on the phone, I posted something on the Airbnb Facebook page thinking the PR people wouldn’t like this situation. They told me to “tweet” them… really?