AirBnB should be more explicit about the illusion of booking a place to stay, having that booking accepted and approved by a host, and actually having a guaranteed place to stay. This service is all a gamble. Sure, you can a book a place to stay and even have the host approve and accept your reservation, AirBnB will even hold the money for you so you know the host is just running off with it, but all this does not always equate to having a place to stay. It is within the hosts’ right to cancel on a guest, whenever, with no penalty towards them that would remotely benefit the guest who now has nowhere to stay. AirBnB does not take responsibility for the hosts, therefore allowing the hosts to do as they please when it comes to cross listing their properties elsewhere, double booking, misrepresentation of who there are, and providing false or inaccurate information about the listing. AirBnB should be more explicit that they are not responsible for the validity of anything the hosts posts on their respective sites. AirBnB and their hosts will give you the impression you can secure a place to stay but if it falls through at the last second, you are pretty much up a creek in most cases. Numerous reassurances would be made on their part that they would find you a place to stay if it falls through, but when there is nothing out there, too bad. Or if there is anything left out there, it’s twice as much as you paid originally and/or an hour away. AirBnB will expect you to pay the difference because it’s “not their fault, its the “host” you chose that cancelled on you. We just put you in touch with the host.” AirBnB is not accountable for any of the hosts, just as they are not accountable for the guests. As a frustrated and duped first time user of AirBnB I feel that they have little to offer in order to protect guests from being stranded without lodging. But just as the feeling of being bamboozled and stepped on sets in, you’re offered a form of coupon to put towards the “next time.” As much as one would like to put it towards an immediate re-booking, what if there is nothing to re-book? And how can there be a next time if you couldn’t come through the first time? Ultimately, this coupon is like luring in a sucker for another gamble at the game of “will you actually have a place to stay?” while AirBnB holds your money until you find out days, hours, minutes before your check-in for an actual confirmation of having a place to stay,(which I believe involves physically arriving, being able to check-in and stay. Any other implication that you have guaranteed yourself a place to stay via AirBnB is just an intangible sense of security). What does AirBnB have in place for guests who have the rug pulled from beneath them by a host who cancels last minute? Another gamble at whether or not there is any other options to choose from that again, may or may not fall apart yet again. So far, in my experience as a first time user, AirBnB does not seem to be interested in going ‘above and beyond’ for their guests. I feel as though they go through the motions of helping out and when there are no solutions within their network of properties, they dole out a coupon towards the next reservation within (what a new user such as myself would now deem) their unreliable network of hosts.
Category Archives: Airbnb Guest Stories
These are real, uncensored stories from Airbnb Guests. We encourage our site visitors to read and share their Airbnb Guest Stories to help warn others of the dangers of using Airbnb, and consider using alternative options in the sharing economy.
Worse experience ever
My first hosts cancelled on me a few days before arrival when I only wanted to change the day of arrival and kept $400 airbnb refunded that. The next host which I had to find in a hurry because of first hosts incompetence was nothing short of a con woman. She wanted me to pay out side airbnb which I reluctantly agreed to. I paid her $180 for two nights and I was taken to what can only be described as a hell hole which stunk of dog..It was a dirty untidy thread bare flat in social housing block in Hermossa beach with two big stinking dogs. She looked like a homeless woman all her clothers were creased and clearly she had no interested in her appearance. Her car was an English mini with wing missing and back cut off and looked like a skip on wheels in side of it, with no silencer on it, very classy. My bag was put in the back with the dogs and it was being rained on. Her name is Aparna Hermossa beach. We arrived there and I ate my takeaway and then decided to leave as the host had gone out to pay poker after dropping me there and left me with the two dogs , which I knew nothing of the temperament of. I left and I am still awaiting the repayment of my $180 dollars of which I have been given the run around trying to get it back. The third host, was an equally untidy house in a run down area player del rey and on the flight path from the airport so I had to listen to planes taking off every 1 minute of the day and night. I thought I had booked Marina del rey area but that was my mistake. The house was full of dog hair and the kitchen looked like it hadn’t been cleaned for months. My room was nice but the bed wasn’t made and the bedding was dumped on it and still wet, so I had to dry it and then make my own bed. The host was nice to begin with, but I have never met any one so noisy, he shouted instead of spoke and had the tv on until all hours of the morning on high level watching basket ball and it sounded like it was in my room as the house was open plan. As if this wasn’t bad enough he was up at 6 making more noise every day talking loudly as if no one was staying in the house.. Sorry but I was bought up with manners and respect for others and I seriously can not ever imagine behaving in such a way even if a relative was staying let alone a paying guest. On the 5th night of the sleep deprivation when being woken at 2.30 in the morning by him and his friend coming in drunk and watching tv on cinema sound level, I had enough and told him what I thought. He has kept one night of my money clearly because like most people on the site they have no money and prey on unsuspecting people to pay their mortgage they cant afford. This host was Hythum in Payer del mar so avoid!!.. He is an asshole and a sex pest to go with it. He is unfit to host anyone he can barely look after his dog properly!.. I am now with a nice family in Melrose and so far they seem lovely so I will start my holiday from the 9th day of arriving and hope for the best..
Bait and Switch… Airbnb no help whatsoever!
Weeks ago I booked several nights at a “bright executive apartment” in Shenzhen via Airbnb. Hours before I was to arrive the host sends a note saying “very sorry… room has power problem… must switch you to other room… hope you understand”. I arrived (via flight) late in the day and was hurried to my alternative room, given the key and the host quickly vanished. Without going into excruciating detail the room was disgusting. There were cockroaches climbing the walls and running wild in the kitchen. (some pics at https://imgur.com/a/3QclV) There were splat stains on the wall where one could assume that people had killed roaches in the past. I immediately sent the host an email (via airbnb) saying the room was unacceptable and that it needed to be fixed asap. Unfortunately it wasn’t until the next morning that the host showed me another apartment (it seems they have a couple dozen units that they manage). The second unit was nominally better though it had a mouse trap and noticeable droppings in the kitchen cupboard. I decided that I had *no choice* but to leave and find accommodation somewhere else. Trying to enlist help from airbnb was utterly futile and useless. Going to the help/support I left a message for support – which has never been responded to – despite the automated “someone one the team is working on your issue and will get back to you as soon as possible”!! I discovered their resolution page where I found that the guest only has an option to *request* a refund from the host. Again, no involvement from a human at airbnb… just a facility that lets the visitor send a request to the host – which I suspect they can completely ignore. Loooong story short… still not a peep from someone at airbnb… but fortunately the host accepted my request for a refund. So now we’ll see if it somehow actually appears. Bottom line. I will NEVER use airbnb again. Not only do I travel alot, but I was actually also thinking of being a host too. But after this terrible experience I will not. In my opinion Airbnb’s pathetic customer service is a terrible business model that will ultimately be their downfall. I will resume using mainstream booking methods (eg. expedia, priceline, booking).
Ripped off
I was using the Airbnb site looking for somewhere to stay in London for a few days after travelling from Australia. I found an apartment in Covent Garden, perfect, dates were free. I next get a confirmation email from what I thought was Airbnb. This asking for payment for almost $1800. After a few emails back and forth, I was still waiting to be given the address of the property, by this time we had traveled to the UK. I then realized that I had been ripped off and had to find other accommodation. The response from Airbnb was basically, sorry can’t help you, it wasn’t booked through our site. What a joke, lack of security to protect the customer and no help after from Airbnb.
keep using booking.com
Mostly AirBnB is a great idea but if anything goes wrong, you’re up the creek without a paddle. You’ve given your credit card details and the shonky host has got your dollars but at check-in time they’re nowhere to be found, uncontactable and your complaints are answered with another copy of their brochure, e.g. Luigi in Genoa.
Have you been a victim to scammers?
Hi, I’m currently working on a new TV series for Ch5 which is aimed at raising awareness about the various scams out there. We are looking for case studies, people who are willing to tell us their story and help stop others falling victim to these fraudsters. If you have been a victim of a scammer through Airbnb or a similar website, please drop me an email on yourstories@stv.tv. The aims to raise awareness of how to protect your self through a mix of case studies and expert advise.
Airbnb steals guests money based on hosts fake evidence
I booked a room via Airbnb for 3 nights at 16 Fairfield Road, BS6 5JP in Bristol, UK. Olivia is the host. I checked out on 1st May at 11 am. I asked Olivia if I can leave my luggage in her flat and pick it up in the evening. She said this is OK. I returned at 7pm in the same day, picked up my luggage and left the key. No issues at all were raised by the host. Two days later, on 3rd May and after I had left her a positive online review in the previous night, she emailed me complaining she found a stain in the duvet. She said she didn’t see a stain when she made the bed after I checked out and that she only noticed it two days later. She took a picture then, 2 days after my departure, and said this is the evidence! She claimed £60 ($90). I replied her I have not left any stain and that it was her responsibility to report anything on the day of my departure. Airbnb charged my card without asking my view!! This is against their own terms & conditions. Airbnb policy says they also ask the guest and wait for a response for 48h. I never authorized a card payment, neither Airbnb consulted me. They also haven’t provided me with the photos. I have emailed Airbnb many times asking for the photos and why they breached their terms & conditions. They don’t reply me. Airbnb steals guests money, don’t value their opinion and provide no safety net at all. I will never use Airbnb again. Anyone wanting more details, please contact me via Twitter: @Ilias_Energia
This property has serial killer written all over it.
I would not recommend this Airbnb to ANYONE! It is being misrepresented to Airbnb and unsuspecting guests. I am shocked AirBnB has chosen to let the host stay on their site. This property and the host has all the traits of a serial killer and horror movie. I have reported this property to the local St. Petersburg authorities. My findings of this property included the following; •a fake wall to the entertainment center that is locked and accessible only from the other side. The entertainment center’s sound speaker is wired in such a way it is very difficult to figure out. In my opinion. •a hidden hideout with a sleeping bag and soda can, •many drawers of personal collections of what appeared to be past guests items it. •women’s underwear •sex toys •cell phones •newspapers clippings •sunglasses Creepy, Creepy, Creepy!
Renter
Rented a house in Laurel Canyon on airbnb 3 weeks in advance of trip. Evening of trip had not received address of property from home owner. Sent 2 texts and left 3 voicemails. His response took hours. He responded with slight disdain “…the address is shown in the listing…” An hour later he realized he had given me the wrong address. He texted correct address and revised check in time. I asked if we could drop our things off an hour earlier than the 4 PM check in time (we had traveled from NYC with our 3 year old. He said yes. We arrived at the address about 50 minutes before check in time. The exterior of the house was a mess, junk everywhere, large bags of dog food, dirty laundry, old plastic bottles, towels, etc. Nothing was neat or organized around the house. Bad sign number one. Entered the house to find 3 housekeepers doing a very superficial cleaning job in a slow casual way and a handyman with a paint can, other supplies he was using spread around the house. Host was there and seemed unpleasantly surprised to encounter us. The pool was dirty with debris floating on the top, there were cigarette butts and remains of joints on the tiny concrete area around the pool. The cheap pool chairs were rusted and filthy. There was a large ceramic ashtray that looked like it hadn’t been wiped clean in months. The host left, we left and drove around for 45 minutes. We returned at 4 PM. House didn’t look any cleaner. Handyman still working (when not chatting with his girlfriend who had now arrived.) Cleaning crew and housekeepers left at 5:15. Our toddler walks around the house in her socks. Socks are black on the bottom in 2 minutes, pool is still gross, surfaces of house appear to be sort of wiped clean, but nothing feels clean, dead bugs in the shower, lamps don’t work in 2nd bedroom, sheets in master b/r don’t smell clean, ants are everywhere, bedroom tv doesn’t work, upholstery is filthy, living room tv works only after messing around with cables, etc. We call host and complain of dirty house. He sends cleaning crew back who don’t really know the difference between clean and dirty and don’t know what to do. They mop (with water) and leave. Pool guy comes and says pool is clean, but looks dirty “don’t worry.” There are floor to ceiling windows in master bedroom, no curtains, no shades, We stay 2 of 4 paid days and tell host we want a refund for remaining days. House is truly filthy dirty. He fights and ultimately agrees to refund of 2 days as long as we give our word not to post a review on airbnb. Feeling we had no recourse we agreed. I will NEVER use airbnb again. Probably a coincidence, but my daughter and I were both ill for the next two days. Laurel Canyon guy-you’re a jerk and your house is disgusting!
airbnb is a perfect platform for scam #2
After my unfortunate encounter, I emailed airbnb several times to obtain any help possible. This is what they replied me: “as per our Terms of Service, we are not liable for such losses, and are consequently unable to provide any compensation to you in this instance.” There are many reasons they are fully responsible for what have happened, I will only name a few here. Firstly, I wonder how the fake listing can even be listed on the website if it actually does not exist? As a user I have believed airbnb to be a trustable website to browse for holiday accommodation, just like hostelworld, hostelbookers or booking.com. Just like others, I believed that the hosts and the listed accommodation has been thoroughly screened and checked by the company before it was listed to the public. Obviously, the failure to filter out these fake accounts has exposed the users to risks of getting scammed. Secondly, not only that these fraud accommodations were listed, it was suggested by airbnb itself. I received an email from the official airbnb email (discover@airbnb.com) that suggests some accommodations in London. Much to my surprise, the suggested accommodation is the one used for scam. This can only reflects that airbnb holds absolutely no understanding on their listed accommodation. I cannot imagine the risks that airbnb have posed to the users by suggesting an ‘accommodation’ used for fraud. Third, it is still happening every day with a new and different account. After the fraud encounter that I was left helplessly by airbnb, I tried browsing for accommodation again with the same date and location. Similarly, I have contacted the host on airbnb and the same old thing happened again – I received a personal email from the host, provided with a bank account details and bla bla bla. This is obviously a scam. I cannot believe airbnb can just let these scammers to do whatever they want without getting caught, over and over again. This can only reflect airbnb has very poor regulation on their listed host. From the above points, it is enough to ask for compensation from airbnb because it is due to their poor regulation that opens up risks to the customers.