Belgrade reservation nightmare – Airbnb Q and A

Posted on February 23, 2016

Dear Airbnb, I decided to write this open complaint directly to you after the awful experience I had with your website and several hosts that use it to rent their homes.

THE FACTS In few words, I used your site to rent a small apartment for 2 people in Belgrade (SRB) from the 30th December 2015 to the 4th January 2016. After a deep research and several trials, I received a lot of negative answers from different hosts that declared, according to your website, they had available apartment during the requested period. Despite a frustrating experience provided by your unreliable website, on the 28th of December 2015 I found an apartment that apparently fit my need. The apartment is called Rustic Fantastic [https://www.airbnb.it/rooms/9567237?s=__tuuKMM] provided by the host Alex and Vlada [https://www.airbnb.it/rooms/9567237?s=__tuuKMM#host-profile]. I asked the host some specific question about the apartment characteristic in term of precise location, price, car and neighbors noise, including particular features such as shades and blackout curtains availability to sleep in the dark. I hate eyemasks, earplugs and other fussy tools to help light sleepers but, unfortunately, I know that my requests are not very popular or sound strange throughout the common world people. So what ? The host, after some impolite answers said he had all the characteristic I was looking for. Meanwhile I asked for a hard discount because I know that in Belgrade prices are very low and I reasonably estimated that a doubled price according to the normal rate was enough. After some discussion we agreed to a price of 50EUR/day, 80EUR+12EUR by Airbnb website and 170EUR once arrived on site. While we were discussing I asked for more pictures of the home because I didn’t realize its arrangement.
The morning after (29th December 2015) I woke up with an intrusive thought about the sleeping room I didn’t see from his pictures. I saw just a small cubicle with a single bed. I wrote immediately to the host asking about the bed and he told me that the one in the picture was the only bedroom in his apartment. I pointed out I rented the apartment for 2 people, me and my wife. He said that it was not a problem. He just put a mattress (written “madraces” I couldn’t understand) on the floor. I remained astonished !! I started complaining that the price was excessively overrated considering he rented his home with 1 bedroom and 1 normal bed for 2 people as he declared officially on Airbnb description. I complained he had declared false information on the apartment features therefore I asked at least a reduction of the price to 40UER/day as immediate compensation for the problem. He refused. He said to cancel the reservation and he avoided to write me and to answer to my phone call which cost me at least 4EUR after he refused to connect with me by Skype or Viber. I felt ripped off and I decided not to drive more than 800km by car to meet this unpleasant and dishonest host with such communication problem.
It was 9.00 PM, car and luggage ready to go. After searching the Airbinb website (it was about 10.40PM), I didn’t find any section to open a dispute with this host. Only 2 option were clearly available: modify the reservation or cancel it. All the rest wasn’t clear even in the various FAQ !!! Any way to contact anybody!
I chose the second option (to cancel). At first an email advised me that cancellation didn’t give me the possibility to receive the money back. After a while I received another email telling me I was eligible of a reimbursement of 80EUR. I got angry: what about Airbnb commission ? I tried to find an email address to write to about his issue. AGAIN: I didn’t find anything.!!!! I found just a community support forum but the answers I got were too general and not useful. I signaled the host. I remained without commission reimbursed. I remained with blown up plans for New Year Eve just 10hrs before leaving my house in Italy! I got mad, angry and I tried to find immediately another location. Obviously everything was fully booked or overrated even if several accommodations seemed still available on your website. Completely unreliable! This happened not only in Belgrade, where I received other impolite answers, but all over Italy where I tried to book. That’s unbelievable. Finally I stayed home!!!!!! T

HE REQUESTS Now, after cooling down, it comes the EXPLANATION and COMPENSATION TIME!!! I decided to write directly to you considering the Customer Service structure you set up is, according to my experience, completely useless and deliberately distracting. Therefore I am here asking you to declared officially your purpose just before this complete story goes on your official best fan site [http://www.airbnbhell.com/] Here my questions and observations follow:
1) Why is home location approximate and I cannot receive more detailed information about the house location to realize if it is noisy or not? Privacy is not an explanation considering these people intentionally decided to put their apartments/room etc up for rent? Shouldn’t transparency be your first target? – Hosts prefer not to share their exact address unless the guest has already booked for safety reasons, but you can inquire with each host about privacy and noise issues to talk with them about their home.
Dear Airbnb and Sloan, I read carefully your answer but according to my personal experience, is terribly weak. Should I trust the host and his opinion about noise. Are you sure the host tell you the truth instead of having a different noise perception and letting you discover that his location is not the one you like once booked (therefore paid him and your commission ) ? As I wrote above I don’t believe that location privacy should be an issue for somebody who deliberately decided to rent his house. Like an hotel or a bnb: would you like to know in advance where is located or do you prefer to discover on site?
2) Why can’t I contact the host directly before renting the apartment ? Are you afraid to lose commission ? – You can contact the host directly but only via e-mail. Dear Airbnb and Sloan, Your reply isn’t correct. I can contact only via e-mail only inside Airbnb website; that’s the obstacle I am complaining about. Hence your answer is neither complete nor detailed as requested above.
3) Why should I trust on guest review, as suggested by your personnel, considering, as we all know, they are partially fake like on Tripadvisor ?  Dear Airbnb and Sloan, missed answer!
4) Why don’t you allow host and guest to exchange more pictures of the place if requested ? – A host may upload more pictures to their listing if they choose. That way you can view the photos before booking.
Dear Airbnb and Sloan, As you read the host didn’t do that because he said he had no more picture (1st lie) and he had not more pictures taken by a professional photographer as per your license (2nd lie). Instead your internal email platform doesn’t allow to exchange pictures !!
5) How is it possible a fraudulent host is still present and freely operating on your website even after my warning [https://www.airbnb.it/z/q/160595695]?
Dear Airbnb and Sloan, missed answer!
6) What does it happen to signaled hosts? Nothing as I believe? [https://www.airbnb.it/z/q/160595695; https://www.airbnb.it/z/q/160811531; https://www.airbnb.it/z/q/109152187; https://www.airbnb.it/z/q/160596776; https://www.airbnb.it/z/q/160596010; https://www.airbnb.it/z/q/160595848; https://www.airbnb.it/z/q/160602090; https://www.airbnb.it/z/q/160821290; https://www.airbnb.it/z/q/160595251; https://www.airbnb.it/z/q/160595392; https://www.airbnb.it/z/q/161104804; https://www.airbnb.it/z/q/161122748; https://www.airbnb.it/z/q/161121919; https://www.airbnb.it/z/q/161122486; https://www.airbnb.it/z/q/161122097; https://www.airbnb.it/z/q/161122984] Dear Airbnb and Sloan, missed answer!
7) Why did you allow to open a claim easily and immediately [https://www.airbnb.it/help/topic/260/resolve-a-problem; https://www.airbnb.it/help/article/783/when-can-i-involve-airbnb-in-my-resolution-center-request]?
Dear Airbnb and Sloan, missed answer !
8) What should I do if I find discrepancies from what declared on your website and what the host really provide ? Do you think should I discover on site ? Maybe on the 31st December ? – Feel free to reach out to us to resolve an issue as soon as you discover it, so we can help.
Dear Airbnb and Sloan, Are you serious ? Are you kidding me ? Can you imagine me in Belgrade on th 31st December, without roaming and without internet connection ? How and where should I contact you ?? Should I sleep in the car at 10°C below zero ? Would you find an hotel for me ? Do you think you gave me a smart answer ?
9) Why did you charge your commission once I started complaining and signalling the host not finding an easy way to open a claim procedure ?
Dear Airbnb and Sloan, missed answer !
10) What does it happen to impolite and rusty hosts [https://www.airbnb.it/z/q/160811531] ? – If guests are not happy with a host’s listing, they will usually leave a review that reflects that. Also, you can “report” any statements in the message thread, next to the message you are concerned about, and they will be reviewed.
Dear Airbnb and Sloan, I can’t leave any review before being a guest ! If something goes wrong on the reservation phase I can’t signal on the site. Differently tell me how to advise all the people listed above. I am pretty sure nothing happens to unpleasant hosts if they didn’t do something really bad that requires police intervention. Here your answer is totally unreliable !
11) How is it possible that people without available rooms or apartment are still present on your website maps of available accommodation once I inserted the requested staying period ? These host, the great part, should be kicked off from your website immediately ! – You must put in the dates you want to book first, before searching for listings. Hosts do not always have availability so you must only search for those who show availability during the time you are looking to travel.
Dear Airbnb and Sloan, one of us is misunderstanding the main point!!I IF I HAVE ALREADY PUT THE DATES I WANT TO BOOK and I obtain a host list (visible on the map too): the problem pointed out derives from that hosts that, once contacted, declare they are fully booked ! This is not acceptable according to your statement BUT it is the rule !!! Hence you answer is inconsistent AGAIN !
12) How is it possible that house agencies are allowed to present their home on your website [https://www.airbnb.it/z/q/160596388] ?
Dear Airbnb and Sloan, missed answer !
13) Why don’t you provide a customer service accessible email address where you can talk directly with your team managers in order to solve claims in adequate why ?
Dear Airbnb and Sloan, missed answer !
I consider that, despite what declared from your personnel (Edera T. ??=poison ivy] on the phone, that a coupon of 25USD (do you really think USD is my currency ???) doesn’t represent an acceptable compensation of having lost the possibility to spent my only holidays possibility during 2015 New Years Eve in Belgrade. I lost happiness, a lot of time, health and sleep and I got really angry, frustrated and sad. I hope you can compensate all that and punish adequately people signaled.
I want clear and detailed answers provided by a person directly to my email address i can reply to ! I hope you will work to improve your site eliminating all those people that declare wrong or diverting information on your website. Right now finding a good solution is like trying to play to Russian roulette !!
“Thank you again for sharing your feedback with us. I am so glad we could answer these questions for you. Please let us know if there is anything else you’d like to know. We are always here to assist!”
Dear Airbnb and Sloan, Do you think you gave the required answer ? I have the strong feeling you are trying to timewaste with me ! Don’t like at all !

Final story: commission money back, 150 voucher free given, review not allowed, host NOT punished. Ba careful GUYS!!!

Guests POISONED During Nightmare Airbnb Stay!!

Posted on February 22, 2016

We are SOOO disappointed with the accommodation that we booked in July 2015 in Amsterdam! It started out OK…

Upon arriving, the representative let us into the apartment, showed us through, provided some maps and information to the area etc. During his explanation of the apartment to us, he casually mentions that the apartment has a distinct smell as it was only days before, sprayed with poison/chemicals for routine pest control. At the time, we didn’t think anything of it. We left to get some dinner, returned, showered etc and prepared for bed. The next morning we woke with varying degrees of headaches, nausea, dizziness and near-vomiting. The smell was unbearable. (It was also quite rainy so no windows could be opened to air the place out.) We called the representative EARLY that morning (approx 7am) and informed him of what had happened and that other arrangements would need to be made. We let him know that we had activities planned for the day, but he said that ‘someone would be in touch’ to let us know of what to do from there. By 4pm that afternoon, we had not heard from him, the owner of the apartment OR Airbnb. We left and checked into a hotel. We did not hear from anyone for the remainder of our time in Amsterdam. We began the process (online) to claim a refund. We were surprised to learn that approximately only one night’s worth of accommodation was refunded and we were still out of pocket for the rest of the nights! (approx $AUD1700!)

The first issue is this – THEIR website states: Accommodations on the Airbnb platform should meet minimum quality standards regarding safety, access, and cleanliness, and they should be consistent with the description provided by the host. I’d like to know how an apartment, sprayed with toxic chemicals, is in any way SAFE?! We had two small children aged only 4 and 6 at the time, we were the most affected by this. On these grounds alone we should have qualified for a FULL refund. The apartment should have NOT been available at that time – to let the chemicals air/disappear. Airbnb DID NOT inform us of this prior to our check-in and should have. Had we known, we would not have stayed there. So I have to assume then that maybe they knew this, and that’s why this wasn’t disclosed? (can anyone say ‘fraud’). So they took our money anyway, knowing that the apartment was less than acceptable.

Second issue is this (again from their website): For a full refund, cancellation must be made a full 24 hours prior to listing’s local check in time (or 3:00 PM if not specified) on the day of check in. For example, if check-in is on Friday, cancel by Thursday of that week before check in time. or If the guest cancels less than 24 hours before check-in, the first night is non-refundable. or If the guest arrives and decides to leave early, the nights not spent 24 hours after the official cancellation are 100% refunded. Clearly, we fit into the third category. We did check in, we did leave early. So the nights not spent after the official cancellation are 100% refunded!! (or should be…)

I have called the Australian number (only to be diverted to some Phillipino call centre) where the staff are clearly only trained to answer with very scripted answers. My details are ‘passed on to case managers’ who DON’T call back even though I have asked for TWO calls now, but instead reply with emails that state: Thanks so much for your patience throughout this process. We appreciate the time you’ve taken to share your concerns with our team. However, we have issued our final decision for this case and we will disengage from further discussion on this topic. Really?! They’re “disengaging” from this topic?? The customer, ME, does NOT accept the matter closed! Their OWN policy tells me I’m entitled to a refund! What is the point of a policy if you do not stick to it?! It isn’t worth anything. Given the seriousness of our complaint – the POISON you expected us to live in – they STILL have not addressed this issue and they continue to say that they’re decision is final. Again, I do not consider this matter closed and I will be informing the relevant authorities here in Australia that I can and any and all social media platforms!

Save your money and just book with hotels! Zero stars for you Airbnb Fraudsters!

Terrible Customer Service -Airbnb only wants your money

Posted on February 22, 2016

Airbnb doesn’t care about your safety or your vacation, they just want your money. I had a terrible experience with them!

First of all, we couldn’t get into the place we booked and it was late at night. The hosts told us to find a hotel and they said would pay for the cab and hotel. After searching for a hotel until 2am, we finally found one and went there. The hosts then wanted us to spend another day of our 3 day vacation trying to find another airbnb place, and if it didn’t pan out we were on our own. So we made the decision to stay at the hotel and try to enjoy the rest of our vacation since we already lost 1/2 a day because of the airbnb hosts. We asked that they pay for 2 nights of the 3, but they reneged on everything. I had to ask that the phone calls be pulled. 18 emails later, they paid for one night at the hotel and I took my $250 credit. The next thing I know, Airbnb locked me out of my account and said they will not engage with me anymore. They admitted that they didn’t provide good customer service and they are sorry for that, but this matter is closed and they will not speak further to me. I called back and got a rep who was stoned. I wanted a name of someone in corporate to discuss this matter of customer service as they protect each other. He wouldn’t give me one. I eventually found a name, but it didn’t matter. I mailed in a letter about what happened and send copies of the emails… but again, no response from anyone at Airbnb.

I would not recommend using airbnb. If something goes wrong, you’re screwed.

FRAUD: Ana Y Oscar, Granada, Calle Alvaro de Bazan

Posted on February 21, 2016

I booked my room on Airbnb. the link of the host is the following:https://www.airbnb.it/users/show/29036470 The hosts Ana Y Oscar stole my money. I arrived in the room that looked 10 years older than in the picture. Anyway was ok. The problem was that the room was on a nightclub! So I could not sleep. I had to walk out the apartment at 2:30 in the morning and get another room and of course pay again. The hosts were unfriendly and pieces of sh… They didn’t give me the money back. Furthermore, given that I cancelled the second night, airbnb doesn’t allow me to write my negative review on the website. Don’t go to Ana y Oscat, they are thieves!

FRAUD WARNING! Airbnb site may not be secure!

Posted on February 21, 2016

On Friday, 2/19/16, I tried to make a reservation on airbnb with Valorie in Santa Clara for a room. For some reason in making the reservation, I could not use my paypal account. I closed out of airbnb to try to investigate what was going on in paypal and everything was okay. There should have been no reason why my transaction would not have gone through. On Friday, the same day, I got a text from airbnb security with a 4 digit pin code to complete the transaction. I resumed trying to make the reservations for the room, and attempted to use paypal again, without success. Getting a little bit desperate to get this reservation completed, I entered my chase credit card number and continued trying to make the reservation, but I still needed to complete more information. The website asked for permission for me to verify myself and they wanted the following: Your e-mail account, access to your e-mail contacts(!!), and a picture of your drivers license, which I took a picture of and uploaded to the airbnb website. For me, to get an airbnb reservation for $50 a night, it was not worth revealing so much personal information including a picture ID which i did submit. When it requested my facebook, link’d in, e-mail and access to my e-mail contacts, I had to log out. I then logged back in and deleted my account. I will attempt now to contact technical support on airbnb’s www/https:// website. It is not secure!

UPDATE:
Two days later, on Sunday, February 21st, I got a chase credit card fraud alert with 6 new charges amounting to more than $879.00!! It seems obvious that these events are related! I had to cancel my chase card immediately.

Be warned your information may not be secure when using the Airbnb website!!

Host lied, then demanded cash payment!

Posted on February 20, 2016

I stayed at an Airbnb recently as I’ve used them 5 times already with no issues until recently. The place I rented was advertised as a 2 bedroom in NYC, but it was actually just a room with someone else living there! I was only told once I had paid the money and it was too late and too much of a hassle to book anywhere else. Long story short, it was one of the worst accommodations I’ve stayed in. The host was actually the brother and things were just not organized. Sheets smelled, put in the flat mates room, guys came home late with a woman at 3am forgetting they had a paying guest, didn’t provide the cash discount for the error to keep the booking after much persistence (apparently another Airbnb violation).

I complained to Airbnb, who were going to talk to the host while I was still staying in the rental, which I advise against, and I was offered a refund of 50% for the issues. Since I was still living there, I had the owner call me a liar and a cheat for having gone behind his back to complain, and given my visa status, he even threatened to file a claim against me if I didn’t adhere to his demands to refund the amount Airbnb took from him. I had to settle this with the host but I’m wondering if it’s worth bringing up with Airbnb. With the host threatening to sue me, and if he did go through with it (although I was not in the wrong) could have serious repercussions for me.

I’m wondering if Airbnb would be able or willing to protect me at all. After reading these articles, I highly doubt it.

First Airbnb Experience – WORST EXPERIENCE EVER!!!

Posted on February 17, 2016

I wanted to book a place to stay with few of our friends.

1. We booked the first place: We let all our friends know and planned everything, then the host contacted me asking for more money! I had already invited all of my friends and had sent them pics of the place so reluctantly I agreed to pay more!

2. The day after, the host told me that she would be home with her daughter (staying in the same place)!! So to clarify, I had paid twice the price of a 5star hotel to spend the weekend with her and her daughter rather than having the place alone with my friends like we thought —–> AWESOME

3. I cancelled that booking (at this point I still didn’t know that airbnb had already charged me the service fee and would not refund that)

4. I booked a new airbnb place and I sent a message to the owner and he confirmed. I paid for the booking. One hour later, he told me that I have only paid for 1 person and asked me for more money. I had paid $500 and apparently it was only for 1 person! I wanted to cancel the booking BUT I WAS ONLY GETTING BACK $50 OF THE CLEANING FEES OUT OF $500 + lots of stress as I already had invited everyone to fukkn Blue Mountains!!! What am I going to do??? I had to contact Airbnb to cancel, but there’s no number listed. After 20 minutes of searching I found a phone number —> Called >>>> 30 minutes wait … My case was sent to a “case manager”.

So after wasting 3 hours, lots of stress, and $1200 of my money ON THE AIR (still not refunded), I have absolutely nothing to show for it! I have invited all of my friends to the Blue Mountains and I’ve sent them the pics and address of the place, BUT I HAVE NO ACTUAL BOOKINGS and I wasted all this time and effort. NOW IT’S TIME TO BEG TO RECEIVE MY MONEY BACK!!

A Word of Caution to Airbnb Guests

Posted on February 17, 2016

Just as a caution, when using an airbnb property, you never know how many people “out there” have keys and access to the place where you are staying. I usually opt for the entire property, and have tended to be a fan of airbnb, but I think that is going to change. In my last two rentals, people have come in unannounced, not a pleasant experience. One person came to get the host’s mail and another had his property for sale – and didn’t inform me – and a real estate agent came unannounced and without my permission. My family and I also needed to depart early from a property because it turned out to be an unsafe neighborhood. When we requested a refund, our hosts damaged their own property and photographed it, and it was our word against theirs. I had never experienced anything like that. In fairness to airbnb they gave us a $100 credit. It just seems like there are a lot of risks associated with airbnb, in principle it should work well, but from now in I will look at alternatives. When it works well, it is a great alternative to hotels but that is not always the case.

Sexually Harassed by Host, Shameful Airbnb Response!!

Posted on February 15, 2016

I was sexually harassed and assaulted by a host I found on airbnb. After the main incident, I escaped to my room, but I couldn’t immediately leave the house because it was late at night and I had nowhere to go at that time, so I spent a terrifying night wondering if he would try to assault me again. Airbnb’s response was so confused and shambolic that the story gets quite long, I have written a blog post here to explain in full: becauseiwishtoforget.blogspot.com/2016/02/why-airbnb-is-both-unsafe-and-dishonest.html But the key points are: – Throughout the whole process Airbnb would not keep me informed of what actions they were taking, and when they did, they lied about it! Airbnb twice removed the profile, so that I thought the matter was dealt with, but then they restored it again without informing me (the second time, after they had promised in writing that it had been removed) – Because it was restored this second time without my knowledge, at least 2 other women stayed there without any warning that I had reported this man for sexual harassment! – Airbnb only deleted it eventually more than 2 months after the incident, and only then because I kept contacting them to insist they take action. This prolonged my trauma unnecessarily. – Either Airbnb has no protocol for dealing with these incidents, or their staff are wholly unaware of them. Their whole response was a mess of contradictions. I hope now that the profile has been deleted permanently, but since they promised that and lied about it before, I can’t exactly rely on it. The host’s name is Branko Kozakejevic, the flat is in Belgrade. This man more than twice my age tried to get me to drink more than I wanted and made forceful sexual advances to me while I was a guest in his house. Airbnb didn’t think this was grounds to remove him from their site.

AIRBNB HOST DOUBLES PRICE AFTER BOOKING – NO PENALTY!

Posted on February 13, 2016

My husband and I are going to be in Brazil for Christmas and New Years 2016. We found a great apartment minutes from the beach for $200/night, so I booked 2 nights for New Years eve and the day after. It took a while to get through the booking process as I had to take a photograph of both sides of my driver’s license to prove my identity, but I finally made it through the process. The reservation was accepted and my credit card was charged.

5 days later, the host sent me the following email: “Hi Chris, thank you for your reservation and your preference. I am so sorry about the price i haven’t seen the price, it is wrong. In the new years eve it will be $250 daily for 15 nights minimum or i can make for you $400 daily for this 2 nights that you want . what do you think?” So the host claims that she made a mistake in pricing, tries to double the price, or asks me to extend my day from 2 days to 15 days for a price per day 25% higher. Right, that sounds like a good deal. AirBnB’s online documentation for what to do if the host asks for more money (https://www.airbnb.com/help/article/251/what-if-a-host-asks-for-more-money) says: “If a host asks you for more money than what you paid on the site and the extra charge wasn’t stated in the listing or in the message thread, contact us and we’ll contact your host directly.” So I responded politely to the host’s email: “Hi Paula, I received your message. According to AirBnB’s documentation, https://www.airbnb.com/help/article/251/what-if-a-host-asks-for-more-money, in this circumstance they recommend that I contact them directly about such a request. I have just sent AirBnB customer service an email describing your request. I expect you will be hearing from them shortly.”

I expected that AirBnB would require the host to honor the contract made for this location. I was shocked when AirBnB replied: “Hi Chris This is Luka from Airbnb again. I spoke to your host and she decided to cancel your reservation. I am really sorry about that. You can either request your full refund or having the amount you paid transferred to another host. Please check the email you received from us with the subject line: “Reservation Canceled at Luxury 2 bd steps…” I hope you will find a nice listing for the dates you need. Please contact us if you need any help. Warmest regards, Luka” Ok, the host cancelled, and I got an apology and “warmest regards”. How politely disappointing. If I rebooked at a different location, they would give me a small credit. Or I could get a full refund. Better than zero, but what happened to the greedy host that cancelled?

According to AirBnB’s documentation (https://www.airbnb.com/help/article/990/how-do-host-cancellation-penalties-work), if a host cancels without extenuating circumstances, they suffer penalties. In particular: “Your calendar will stay blocked and you won’t be able to accept another reservation for the same dates of the canceled reservation” Furthermore, “An automated review will be posted to your listing’s profile indicating that you canceled one of your reservations. These reviews can’t be removed, but you can always write a public response to clarify why you needed to cancel.” As to “extenuating circumstances”, when you click on the link, it doesn’t offer any more information. In fact, the link takes you back to the “how-do-host-cancellation-penalties-work”. Reading more of the fine print on the page, AirBnB gives hosts that allow for instant booking three (3) get-out-of-penalty chances “if they have concerns about a guest’s behavior.” This listing allowed instant booking. However it goes on to say “Calendar inaccuracy, confusion about pricing or availability, and extenuating circumstances are not covered by this policy”. If the host was confused about pricing, as her email clearly indicates, then the host should not be immune to the cancellation penalty.

However, I went on the AirBnB website for that listing and saw that the property (https://www.airbnb.com/rooms/9772188) was available for the dates that I had booked, been accepted and been summarily cancelled 5 days later, not for $400/night, but for $250/night. The minimum stay is still 2 days, not 15 days. Furthermore, there was no review stating that a reservation had been cancelled. Clearly the host was trying to scam me by doubling the price, or requiring me to stay for more than 2 weeks. And yet apparently there’s no penalty to the host. But the worst is that AirBnB demonstrably does not live up to their published terms of service.

What are the consequences to AirBnB for a breach of their stated terms of service?