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.

Airbnb in Two Words? Frustrating and Inconvenient

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First of all, Airbnb’s payment policy works against the customer since you have to pay in advance without having the opportunity to look at the property. My son reserved a property in Tokyo months in advance, just to find at arrival that the place was filthy, and did not offer the number of accommodations advertised on the website.

When finally reaching Airbnb for a refund, they said that by company policy the host had to have a chance to try to solve the problem, all the while not offering another place to stay. Service carriers make communication very complicated, our family is in complete distress, and travelers face the utmost uncertainty on where to stay next. All in all, an unacceptable inconvenience for all.

Forced out of Airbnb Cabin in the Woods

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I live in Atlanta and had guests coming in from Bangkok to visit, so I wanted to show them a good time. I took three days off work in the middle of the week, as weekends are almost always booked up, and grabbed a really great looking cabin up in the Smoky Mountains. It had a hot tub, wifi, and best of all an air conditioner because summers up here get really humid and sweaty. I also took note that the place had no cell service – which is common up in the mountains – but with internet it should have been okay.

We arrived in the afternoon and stopped to buy $150 worth of BBQ fixings and snacks. Nice little town: the country folks are fun to people watch. Then we made the trek in to the scary dirt roads of North Carolina and found our way to the cabin.

The first thing wrong was that there was a guy parked in the driveway in a beat up old truck. We got out and started unpacking (strangers don’t scare me) and when finished, we walked over and asked if we could assist him with something. The young man said he was the pool guy, and got out and put some chemicals in the pool. Then he turned on the BBQ to high, heated it up to 400 degrees, and scrubbed the grill.

Meanwhile I was inside the living room looking at the huge muddy mess on the floor. It looked like somebody with hiking boots just tracked mud back and forth all over the living room. On the wall there was a thermostat, and under it was quite a large pile of drywall dust on the table. The table was also muddy. What the hell went on in here?

Outside, the pool guy turned off the grill and put the cover immediately back on. A 400 degree grill… yeah. As he drove off I watched from the window as the cover began to melt. “What sort of brain dead…” went through my head as I went outside and pulled it off. Too late – he melted a couple holes in it.

I went back inside and pondered the meaning of a $100 cleaning fee while I was on my knees with paper towels cleaning mud off everything. There was no mop I could find. The sun was heating up the place pretty good so I turned on the AC. The temperature inside went from 75 to 80. What? Why was the AC making it hotter?

Meanwhile, my friends were watching wrestling with a TV sound bar that was broken, and we decided just to watch TV with the speakers while I sent a message to the owner on Airbnb that the AC was not working. Remember there was no cell service here, which the host pointed out on the listing.

“Oh yeah. We had some messages about that. Lightning struck it and it’s dead,” replied the host.

“You did not think to inform me of that?” I asked, feeling a little bit like this vacation was getting to be a bit more stress than I had hoped for.

“Property management called you and left a voicemail,” he said.

He called my cell phone, at a cabin where it is documented that cell services don’t exist. To this point we’ve only ever interacted over email or messages on Airbnb anyway. What the hell?

“Somebody will be there tomorrow to fix it,” he told me. I thought only of the fact that more strangers would be walking around tracking mud all over my rental, interrupting my attempt to show foreign guests how great our mountain forests are.

Now, I’m a fully functional independent adult. Some problems happen, I deal and move on. I’m upset that my trip to The Cabin In The Woods has turned into a stress issue, but I pour myself a drink, sit on the sofa, watch Mystery Science Theater, and calm down.

At 9:30 PM there was a knock at the door. I thought it was the host, or a manager who had come to see what was going on. It was very much not. A family of four Chinese tourists stood outside looking puzzled. Maybe they were just admiring the man in his underwear sweating inside the cabin watching loud television… but no. They had rented the cabin too. She pulled out her phone and showed me. Yup, correct dates and address. In fact it was the same form I had. We share. She looked horrified, so I got dressed.

Now we had a real problem. I messaged the host on Airbnb and got no reply. I did some math; they outnumbered me, I only lived three hours away, so I decided to be the gentleman and give them the cabin. We packed up and left.

Before I lost wifi (and all connectivity for the next two hours) I saw a message from the host that said “Are you sure?” and I reply “I am leaving. I want a full refund.” and started my long midnight drive back to Atlanta.  The Chinese tourists were exceptionally gracious, nice, and we all had a laugh about how insane the situation was. I hope they enjoyed their sweltering humid dirt cabin.

Once I had cell reception I called Airbnb and got their less than helpful call center. He asked me to authenticate. I did so. Then he asked for my credit card number. Not kidding. They record their calls; this seriously happened. I swore at him and hung up. There is zero chance he needed that. I arrived home to an email stating “Thanks for reporting your issue, we’ll look in to it.”

I spent the last hour on the phone with them trying to explain what happened: that I never got to use the place, that I had to clean it, and it was misrepresented in the posting. They said they will look in to it.

I know these things take time so I’ll give them two business days before I call American Express and just report the charge as fraud. Let them fight it out with Airbnb. I feel like this whole disaster was just a series of unfortunate events. If phones had worked I might have been able to work out a new place before I spent hours in the car driving home.

The host for sure dropped the ball on informing me of their issues and double booking a rental (what an idiot). Airbnb just seemed disinterested and clinical about it but if I were a huge corporation I would be too. What they do in the next 72 hours will tell. Lesson learned though. I will never book anything through this site again. I will use direct rentals only.

Unreasonable Deposit Taken by Airbnb Host

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I have had two Airbnb experiences. Both were a nightmare, but the second was the worst. I cancelled an Airbnb eight weeks prior to my stay and the host still kept my deposit. It is the most unfair practice ever. Even hotels allow you to cancel up to 48 hours prior to your stay. Eight weeks. The host had plenty of time to re-rent the suite, so he basically stole $300 from me for the deposit. He was unresponsive and I think that Airbnb should be shut down.

Stranded in LA after Airbnb Nightmare

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When I arrived at my Airbnb I would have had to walk over a group of homeless people living inside of the building just to get into the apartment. The host refused to give me a refund and refused to help me.

I called customer support and they told me they would help me find a new reservation and call me back. They never did. I called back and waited for hours for any call back or help. I was stranded in LA alone, hungry and beyond nervous in the dark for hours without a place to go.

After countless phone calls to get a refund I still haven’t heard back. The people in customer service are not helpful or professional.

On top of all this the reason the host wouldn’t cancel was because he knows he will still get the money; even if I complain, he doesn’t have to give the money back. He gets to keep the money, he told me a lot of people complain about his rental but if he doesn’t agree to give a refund, he keeps the money. I can’t leave a negative review and I can’t do anything about it.

Robbed in Lisbon Apartment, Only Hosts Helped

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We have just come back from a nightmare of a vacation and only sharing this with you all so everyone can be safe and secure themselves as everyone is traveling for the summer holidays.

We were in Lisbon June 10th-14th. On June 12th as we returned from our day out, we unlocked the apartment door. To our shock, we had been robbed. All valuables, personal belongings including clothes, shoes, purses, etc… everything of ours was gone.

The police didn’t cooperate as we were tourists and Airbnb customer care did not bother to respond to our urgent calls until the afternoon of the 13th. There was not a scratch or any forced entry in the apartment and the 13th being a public holiday in Lisbon we could not reach the right authorities. So it was well planned.

Travel insurance has shrugged themselves off our liability as it was a theft in a foreign jurisdiction at an apartment and not on us in person. Airbnb stopped responding to any of our communications as soon as we were out of Lisbon. We are calling them but not getting any conclusive assistance.

I’m only sharing so everyone is much aware of your belongings and be safe as we Indians tend to travel with cash and still believe in foreigners and their safety procedures, while they seem worse than one can imagine.

Airbnb has a community center for its hosts to discuss their issues and grievances. I want you to write your grievances with the hosts or any experience with Airbnb as a guest. Together we can make a difference.

I have managed to restart the correspondence after much pursuance with Airbnb since June 18th. I’m still pursuing the matter with Airbnb and to write a review for the host on Airbnb. The hosts are the only who helped us with our language barrier and pursued the police to lodge a complaint four hours after the incident by going to the police station.

Airbnb in Miami Beach not what I expected

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I booked a seven-night stay at an Airbnb in Miami Beach in May. The place looked nothing like the pictures: the hotel was rundown and old; there were garbage bins at the front and back of the building; they had smelly elevators and smelly hallways. My mom found bugs in the kitchen, and people were doing marijuana at the pool. The customer service sucked.

I contacted the host right away and told her my concerns. She decided to stop replying to me and I didn’t hear back from her. I contacted Airbnb for help. They were terrible at handling this case. It took over a month. I had to keep calling them. No case manager called me back and when I got a hold of one he was nasty, rude, and unprofessional; he even lied to me on the phone about a conversation we had before.

This whole experience was really bad, from the terrible host to the terrible Airbnb service. Don’t ever book from here. The host may give you a description of the place and when you show up it may not be it and no one holds them account. Do not book with Airbnb. I expected average. This was a Motel 9 experience: below average and I never got any of my money back.

Airbnb Customer Service is Complete Trash

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To start off, this was a last minute booking. My friends and I were on a road trip to Asheville, NC when we suddenly found ourselves off course by four hours. We decided to get a room and figure it out in the morning. I booked this lovely place. I know, it’s cheap, but we were just wanting a place to shower/crash after a night out.

We were still about a little over an hour away from the address after I booked it, and didn’t think much of the host not saying anything, as my booking had already been confirmed. Once we arrived, it was clear he had no intention of returning any of my messages or answering his phone.

I immediately tried contacting Airbnb, but their phone lines were down, and couldn’t be bothered to reply to any of the messages I sent them through the app. Incredibly annoyed, and in desperate need of a drink, I canceled my booking and requested a refund. The next day the host ignored my request, but luckily the phone lines were back up.

The first customer service rep was very friendly, and helpful. She promised to contact the host, and that if he decided to continue being a horrible person, Airbnb would provide me with a refund. The next day, around the time she promised, she contacted me to let me know that the full refund was coming through, and it should take about five business days for me to receive it. I was thrilled to have that burden completely lifted from me. I thanked her for her time and everything else she did for me.

I wish this story ended there. Fast forward five business days, and the refund still wasn’t in. I didn’t worry too much about it, thinking it was probably just a little late, thinking surely Airbnb done their part. I checked the app, and I had a message from the host declaring he had denied my refund. Okay, that’s what horrible people do, so let’s find out more. I clicked “view details” under the canceled reservation bar, and it brought to a page that read this:

“Your refund is on its way. We issued a refund of $0.00. While this refund is immediate on our part, you might not see the money reflected in your VISA account until five business days later. Please contact your payment provider for additional information.”

I immediately called customer support again. The representative  apologized and explained that this was a small clerical error, but she had no authority to do anything about it, and that a case manager would have to review it, and get back to me by the end of the day. This never happened.

After a full 24 hours went by, I decided to try and send a message asking for an update. No reply. I called again and explained to a third person why I deserved a refund, and wouldn’t you know, out of pure coincidence a case manager magically replied to my written message, so the rep hung up. This is what I read:

“I finally received a response from your Host, on the reservation in question. However, your Host said that he’s not aware of your refund. Did your Host agree for you to receive a full refund after you cancelled your reservation with him? Awaiting your response. Regards. “

I know it’s not her fault, but I’ve never hated a faceless stranger more in my life. I quickly typed out, and explained to the fourth person why I deserved a refund that had already been promised to me.

“Thank you for letting me know of that information. Let me review the previous tickets on your account and on your Host end for me to confirm everything and also to help me fully understand why you’re requesting for a full refund. I will get back to you as soon as possible. Thank you.”

Internally I was screaming at the top of my lungs. I still haven’t heard anything else from them.

Disgusting Suite, Silence on Refund from Airbnb

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We arrived at the Airbnb in Tel Aviv at 5:45 PM, tired after a long day of traveling. The earliest check-in was at 3:00 PM, but the suite had not been turned over. It was very unclean and there wasn’t even toilet paper or unused linens. We had to book a last minute hotel so we could rest.

The next thing I did was contact the host and request a refund. He said “okay” but it’s been more than 48 hours and my credit card had been charged nearly $900 (before the money I had to spend on alternate accommodations) and I haven’t heard anything back.

I also contacted Airbnb via chat about the issue right away. They responded at first but then said they’d have to get back to me. No help. I waited more than 48 hours. No response, so I messaged for an update.

It’s now been about 60 hours and there’s been no refund and no response from either Airbnb or the host. They charged me before I checked in so they should refund me immediately. Now I’ve been on hold trying to talk to someone for almost 25 minutes. No response. I have been a long time client of Airbnb since 2011 but I’ve changed my mind about them. It isn’t what it used to be.

Airbnb Can’t Understand How Cancellation Policies Hurt

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The situation: I booked an expensive condo in Montreal for the Osheaga Music Festival. I had a situation that made me not be able to make it for those dates in early August. I was confused by the language on Airbnb and thought I had up until 14 days from the check-in date to cancel. I let the property management company know more than 60 days in advance. They refused and said the only option was to pay them $1100 to cancel.

The property management company (not the real host) was really hard to deal with. They were uncompromising and only gave me options that would allow them to rebook the listing and still get my $2200. I even said I would be willing to pay the cancellation fee of $260.
They were argumentative and kept giving me false and confusing information. They claimed they had to pay more to Airbnb to have a strict cancellation policy. That turned out to be a lie. I felt it was really unfair given that this was the most popular weekend in Montreal for the entire year and I gave them 60 days notice of my need to cancel.
They claim to have a deep empathy for guests in their mission statement. This doesn’t seem to be the case. They are currently hounding me to cancel or lose my money.
On a more human note, I am getting married a week from now and this situation has made things really stressful. Before you book with any of these companies I strongly encourage you to remember how much time and money you will lose if something goes wrong.
I live in San Francisco and know a couple people who work in data for Airbnb. They said that having a more apparent cancellation policy would lower conversion and revenue.
The company claims to bring people in different communities together and make people feel welcome. I toured their facility a while back; they have designed a conference room modeled around the first Airbnb (the founder’s home). The HQ is like a palace with things like on-tap beer and wine and dedicated sleep rooms.
Let’s just say they don’t seem like they are hurting for money. Unfortunately it has devolved into a money/IPO-hungry company that doesn’t really care about guests. The issue is compounded by all these third party property management companies that are more driven by the rips they make off the actual owners of the property (the true hosts).
Airbnb is probably going to try to go public this year. If you have been screwed by them I encourage you to voice your opinion. Here is a link to a recent article regarding an Airbnb guest that was confused by the deceptive language on the Airbnb website.