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.

Horny Hoarder Host Didn’t Make me Feel Safe

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I arrived to the home in the rural south around 5:00 PM as planned. The host had messaged me letting me know that the door would be open, which seemed fine to me because the location was very remote. When I arrived, I saw three other welcome letters besides mine on the table, which was comforting because it was a single male host who stays on the property and I didn’t want to be the only person there.

Well, needless to say, those other letters were for people who were checking in way after I’d left. Within minutes of my arrival, the host told me about his marriage, about the girl he was dating and how that might not work out, and asked me if I wanted to go with him to dinner. I know a lot of hosts offer dinner but in combination with the talk of his relationship status and the fact that I was there alone and the remote location, I got nervous. I told him I was tired and just needed to relax to which he suggested I get in the hot tub. Um… no, and this was before I looked around.

All of the surfaces in the house were covered with stuff: dishes, trinkets, what have you. All of the cabinets were full of opened and unopened food. There was a piece of a condom wrapper on my bedside table and in the bathroom there was douche. Who would borrow that as a traveler? I decided to crash and just sleep this away. Of course, the bedroom door didn’t lock. I stood there in the dark in my room and seriously contemplated crawling out the window and never looking back.

False Advertising for Toronto Airbnb the First Time

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I was a first-time Airbnb user for a trip to Toronto in August for four people. The listing was advertised as a ‘2 bedroom luxury retreat’. While the location and view were great, the condo left much to be desired. It was definitely not luxury – more like shabby, and I don’t mean shabby chic.

I think the photos on the listing were probably the sales photos used to sell the unit to the host because nothing other than the view was like the photos. Not one single piece of furniture, all wall hangings, nor appliances were as in the photos.

In previous correspondence with the host, he had said that the unit had been painted and wouldn’t look like the listing photos. He never said the listing photos were a complete fabrication. The luxury condo looked like a poorly maintained frat house. No toilet paper or anything to dry a dish was anywhere to be found. The listing photos showed plush white towels; what we got was one small threadbare towel each.

To say we were disappointed was an understatement. The host who seemed so responsive prior to the final payment went completely dark once I contacted him about basic necessities and never followed up during our five-night stay. So, I wrote a negative review, and surprise – the host then immediately contacted me via phone calls and texts, saying he was taking the unit off Airbnb and moving in himself, that it was listed for more money than it should have been, etc.

He wanted me to change my review as it would affect the other unit he had listed with Airbnb. He offered a refund via e-transfer for our disappointing stay. I foolishly changed the review.

Guess what? That was a week ago and I never heard from him again, nor did I get any refund. Lesson learned and Airbnb may not ever see me using their service again. Only thing I’m sorry about is that I never took any photos of the actual condo to be able to post here alongside the fabricated one attached that I found in deleted emails. The listing is not online anymore.

Discrimination: Host Cancels Before Start of Trip

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I booked a house recently. I don’t want to name names or share links, because I don’t want Airbnb retaliation. The host sent me a convoluted message about the cleaning lady but she’d try to fix it to make sure it was ready. She then followed up with a convoluted message about how she couldn’t have it cleaned, and now there was some other problem that would prevent us from staying (again, I’m avoiding details). My guess is that she added this new issue because she didn’t want me to say “Hey, no worries, we’ll find a way to clean it and change the sheets.”

She asked me to cancel the reservation, which I did not. I made her do it on her end. Of course, I thought this was all suspicious. I’m a person of color. I had my white wife attempt a reservation at the same place on the same days, an hour after the cancellation (we added two extra days to the end to make it slightly different). Guess what? She approved the reservation. And contacted my wife. Airbnb was informed, but we have no idea what happened. She’s a Superhost.

Airbnb Refund Confirmed then Rejected

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I booked a stay in Vegas over Christmas and New Year’s back in April and paid a deposit of £710.60. The host’s cancellation policy stipulated “cancellations must be made within 48 hours of booking to get a full refund. Otherwise a 50% refund will be given if cancelled one week before check in date”.

Unexpected events last week meant I needed to cancel, and I thought I would be courteous and give the host plenty of advance notice so that they could get another guest in over the holiday period. I submitted a refund request through the resolution centre for 50% of £710.60 (minus service fees, etc.) which was then rejected by the host, stating that the refund should in fact be for $774. I then received an email from Airbnb advising that I was to be refunded £593.29 and that it would clear on my card within five working days.

Five working days later and there is no refund showing on my card. Apparently, Airbnb has been communicating with the host and he has now refused any refund whatsoever. The last communications I have just received from Airbnb state that if I had paid the full amount (£1,303.89) I would then be entitled to a refund of 50%. Nowhere in the host Ts and Cs does it stipulate this.

Airbnb had apparently “reached out to” the host and he has “refused to give any partial refund and wants to stick to their cancellation policy.” I have screenshots of said cancellation policy and all the notifications back and forth confirming refunds.

Basically, I am now out of pocket by £710.60 and the host has ample time to get another guest in. If I’d paid the full balance and cancelled a week before arriving, I would be entitled to a refund of 50% of £1,303. It actually wasn’t worth me being courteous to a host and cancelling so far in advance. No idea where to take this further. Any suggestions, anyone?

The Airbnb Amityville Horror in Holbrook

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The place was in a reasonably quiet neighborhood in Holbrook, NY (Long Island). The price seemed reasonable (before I found out why it was so low). After instant booking, the host sent a novel’s worth of questions that were already answered in my booking. I reiterated all the answers verbatim from my booking. I got the sense that either the host gets a lot of people who jerk him around, and/or he doesn’t understand how to use Airbnb to set the expectations for a clear-cut host/guest stay.

In any event, I ended up requesting the day of my check-in to show up earlier than the agreed upon check-in time as per Airbnb. I received no response, so I slowly headed over, given I was provided full check-in instructions.

I got to the residence, and entered the room easily. However, I noticed the room had a strong, overwhelming smell of vinegar (either the paint, cleaner, or both). Also, the air conditioner unit in the wall was caked with dirt inside it.

I was exhausted from walking across town from the prior Airbnb (it was a really nice day and I needed the exercise), so I decided to take a shower. I walked in the bathroom, and the first thing I noticed was the bathroom window was the size of a person, both horizontally and vertically, with no curtain, blinds, or other visual blockage.

The neighbors, and folks from the street can literally see you naked and watch you do your business in the restroom. I was provided a humongous, bathrobe sized towel as a part of the guest amenities, so I used this as a curtain, and left it hung up until I could discuss it with the host.

I then proceeded to take a shower. While the host did provide soap via a public restroom style soap dispenser (most normal hosts just put a bottle of nicely scented body wash in the shower instead of trying to treat guests like YMCA members), no matter how hard you pushed the soap dispenser, very little to nothing came out. It appeared to be either empty, broken, or both. Thankfully I came prepared for unprepared hosts (you need to with Airbnb), so I simply used my own soap.

I finished up and got to my door, but promptly forgot the correct four digit key code. I had been diagnosed with heat exhaustion by a doctor earlier in the day, with suggestion I had a minor heat stroke (too much fun in the sun). So, my short term memory took a hit. I also had not brought my cell phone, so I was really up ‘S’ creek without a paddle. I walked outside, to a side door of the host quarters. I knocked but nobody responded. I figured the host would mosey around eventually, so I posted up on the stoop and waited.

After about ten minutes or so, a guy who looked nothing like the host’s picture showed up. I introduced myself and shook his hand, asking him if he was the host. He said yes. Not to be mean spirited, but the guy in front of me either smoked meth, drank way too hard, or has a condition, as he looked nothing like the guy in the picture. The guy in the picture had black hair. The guy in front of me had white scraggly hair, was missing teeth, had glasses, and looked wild eyed.

Regardless, I proceed to explain verbatim how I had heat exhaustion, apologized for bothering him, and just needed to get back in my room. He walked upstairs and punched in the key code. I then thanked him for his help. As I was doing so, he rudely interrupted me, and abruptly shouted at me that I could not leave my towel on the metal banister.

I immediately thought, “Is this guy for real? I just explained in very clear terms how I accidentally locked myself out given my heat exhaustion, and he is acting like I just committed murder on his property.”

He then immediately proceeded to chastise me about his bathroom carpet being wet, and how I need to replace it. Again, I looked at this guy and thought, “How many shots of vodka did you down, and/or bong hits did you rip before you came up with that one?”

I just shook my head in disgust, walked into my room, and closed the door. I got the immediate sense that this guy either has an undiagnosed (or diagnosed) mental illness, he has a learning disability, or cut to the meth/alcohol suspicion above. Regardless, I knew this guy was going to be trouble if I didn’t settle it immediately.

I called Airbnb and advised if the host doesn’t change his tune pronto, along with deal with all the outstanding problems, I’m leaving tonight, with the expectation of a full refund. Airbnb said that his son is actually the one who runs the thing, not the host. I called the son, who seemed reasonable, noted his father has a ‘strange’ way about him (no ‘S’ Sherlock) and explained all of the above to him.

The son said he would talk with his father to set him straight, and all the issues will be addressed exactly as I advised: the temporary curtain will remain until a permanent one is installed; the host is going to ‘back off’, never enter my room for any reason, and not communicate directly with me going forward; the soap situation will be straightened out; towels will be placed in the common area, replaced daily at the guest’s discretion; the host will stop conscripting guests into ‘free help’ (ordering guests to replace bath mats, tie up trash bags and throw it out daily regardless of if trash is actually put in them, etc.).

Given how sincere the son seemed, and how he was profusely apologetic of his father’s behavior, I figured he would set the matter straight, and I agreed to stay on these conditions. I then started to take a nap, and not a few minutes into it, the host loudly stomped up the stairs, waking me up in the process, and dropped a giant plastic bin from waist high onto the floor, making a loud crashing sound.

I opened the door, and saw that the temporary curtain had been removed. I immediately called Airbnb, advised how the son said one thing, and the host is doing exactly the opposite of what was discussed. Given how Airbnb has no immediate influence or control over the host (and obviously neither does the son), I advised Airbnb I was leaving immediately to book a hotel outside of Airbnb (I tried booking an Airbnb but everything was either booked, or not ‘Instant Book’ so had to move on). I also advise the host of the same via the Airbnb platform and text message as I was leaving the premises.

Once settled in at the hotel, I attempted to request a refund from the host directly. Here are the points made to the host verbatim, and the host’s one-star, reality-denying, insult-the-guest’s-intelligence responses:

Me: No concerns were addressed with my discussion with the son in any way.

Host: This is not accurate. My son spoke to you for 10-15 minutes and all concerns were addressed.

Me: I walked in and the room smelled like vinegar.

Host: We use all natural cleaning products, that may be what you smelled.

Me: The air conditioner was filthy and caked with dirt.

Host: You did not discuss this at any time during your reservation, nor did you mention this on the call with my son. I would have been happy to come take a look. Please send photo documentation of this so I can see where the problem lies as I’ve cleaned that before.

Me: The shower had no soap.

Host: The shower soap is clear, so it makes the dispenser look empty. I did take a [SIC].

Me: The host is overbearing, maniac, and doesn’t understand basic human interaction.

Host: We’ve had a lot of great reviews and guest stays. We’re just trying to be good hosts here. After speaking to my son and him having thought all of your issues were resolved, you left without a word.

Me: The temporary window curtain I placed was removed by the host so neighbors could see guests naked (ridiculous).

Host: Again, we’ve had a lot of guests, none of whom before you have complained about the window. Besides the fact that I’m sure the neighbors have no interest in seeing you naked, I’ve already ordered some window fogger to make future guests more comfortable.

Me: The host refused to put towels in the common area.

Host: In our house rules we ask that guests do not leave belongings in the common area. It is a hazard and can cause an accident. You were asked to leave your towel in your room.

Me: I left shortly after my arrival due to the above.

Host: You did not leave shortly after your arrival. You were here until late evening, and even showered/bathed in the house. For a one-night reservation you did check-in, use the bed, use the room, etc.

The bottom line is the host treats people how a librarian on a power trip would treat guests: rudely, with contempt, heavy handed, and ‘doubling down on wrong’ at every turn. Airbnb gave me a full refund, and I would never do business with, let alone with Airbnb, with this guy, or his son. If you enjoy being mistreated as a guest, then please by all means, book away. Good luck to you. You will need it.

False Advertising: Never Use Airbnb Again

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I got a $2919, three-night rental at about 7:00 PM and was instantly hit with a heavy, wet mildew smell throughout. The pool had a leaf covered tarp on it with greenish, brown looking water at steps. The vent was falling down with mold exposed. All other vents had been wiped quickly, leaving black all around.

Dead bug bodies, food, etc., was under sheets on mattresses with springs exposed. There were stains on all the mattress covers, of which there were three, one being shredded and filthy. The one extra bed pillow had a stain the size of my head.

The hall floor came apart at the seams and bubbled (a big raised bubble at the end of the hall) from moisture. Due to the feeling of the place, the smell, the mildew and mold, and having one person in our group with COPDE and one with MS causing breathing and balance issues, not to mention the place having only one bed/bedroom that would have been acceptable to stay in, we chose to leave.

We had been told from Evolve (supposedly our advocates) that the owner said she would give us half our money first and probably the other half after they get our photos. After around 10:00 PM our time all communication stopped, leaving us to find other arrangements at 10:00 PM on a holiday weekend. I won’t even get into that.

Apparently the owner came in from Florida, took a video which we cannot see because it is said to be to large to send, and lo and behold she thought the place was perfectly clean and acceptable: the floor was not buckling, just apart a little; the pool was clear except for a few leaves. After Airbnb checked with her and the cleaners? They have ruled the place perfectly acceptable. Well, I guess the owner and cleaners would say that and we cannot see the video. It’s just too large.

As of right now, we paid $2919 and another $1500 (the other places we stayed) for three nights (one being wasted at the original location). I have always used VRBO but saw this house with the beautiful crystal clear pool and went that way; that was a mistake. Please don’t go with Airbnb. All this is such a shame for us and all or family. We had so looked forward to this. Shame on Airbnb advertising rentals guaranteed to be as advertised.

Left Homeless in Philadelphia after no Contact

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My credit card was charged for a five-day rental in Philadelphia. The host emailed me through Airbnb that the entry code to the property would be sent to me 24 hours before I arrived. I was sent a file through Airbnb’s system, since all communication must go through the service. The file was sent, but couldn’t be opened. The host couldn’t be contacted by Airbnb’s case manager. I was told to go get coffee while Airbnb tried to contact the host. No contact was made. I was homeless, 3000 miles from where I live. Airbnb admitted to the error, but merely wiped the charges from my credit card; there was no effort to compensate me for a very expensive last-minute hotel. They referred me to their legal team, and all communication stopped.

Airbnb Experience Before Even Checking in

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We have an upcoming booking through Airbnb here in South Africa. Our initial deposit was processed successfully in May this year and the remaining fees are supposed to be processed on the 13th of September 2019. Since May 2019, the visa card that was loaded as the payment method has since been replaced with another card.

I have been struggling for a week now to change the card number that has been saved as our payment method. The customer service consultant could not sort out the issue and eventually raised it with the web development department. I now get daily “updates” that she is still waiting for feedback from the web development team.

Earlier this week I asked to be provided/assisted with making the payment through an alternative method like EFT or PayPal as these options are not given when I want to change the payment method. Each time I indicate to the customer service consultant that I am unable to add a different payment method, the response is that they understand my frustration, but I should rather try a different payment method.

Is that not what I indicated I am unable to do? We have been going round and round in circles for a week now and the payment is due within the next two days. This is the first time that I used Airbnb and I am not sure that I will again if this is the experience prior to even checking in.