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 Customer Support Reneged on their Promise

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I am looking for a lawyer to represent me on a contingent basis to litigate against Airbnb. Can someone help me please? Please see the chronology of my situation last night.

I tried to establish a connection with my Airbnb host last night at 9:15 PM; the host’s phone was unreachable, but I tried calling multiple times over a 15-minute period. After that I called the Airbnb helpdesk number; they also tried the host unsuccessfully. Airbnb support transferred me to a “case manager”. This person tried to arrange an Airbnb or hotel for me but could not find anything as it was already 10:00 PM.

The Airbnb case manager specifically instructed me that I could go ahead and get a hotel at my own expense and Airbnb would reimburse me for the full amount (this call was recorded, I was told). The case manager also confirmed that I would get an email with a link and instructions.

My wife and I tried online to find available rooms in a 10-mile vicinity of the host’s property. Only the last hotel (a Ritz) confirmed they had one open room available for $850 + taxes. I walked to the hotel and got into the hotel room at 11:00 PM, then received a very strange email from Airbnb support that I would get a refund of the $100 Airbnb booking and an additional $10, which obviously made me very aggravated and disturbed.

I called Airbnb support. A representative spoke to me and apologized for the confusion. He reconfirmed that I would be reimbursed for the hotel that I had to book. I got an email confirming the same as what he told me on the phone, then I got a call from the same case manager as before. He was very impolite and suggested that I misheard him in the prior call. He was not aware of the other rep’s conversation with me and his email. He was clearly flustered as if he was being reprimanded.

The last call with the case manager left me very disturbed and I could not sleep all night. I have aggravated blood pressure and I lost one full day of meetings for ill health. Airbnb is not responding to my messages.

To Effect Change, Just Don’t Use Airbnb

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I really think that the best way to effect changes in the Airbnb system is to simply not use Airbnb. Money talks. I will never again stay at an Airbnb property. I discussed my concerns with a live agent from Airbnb and she confirmed that there are no site visits to the properties and no real training is provided for hosts. Not everyone is suited to be a host, plain and simple. Properties need to have standards enforced since some hosts just don’t know how to provide a safe, clean and comfortable environment.

My most recent stay was in a very cute converted garage (built around the 1940’s) which I do not believe had any insulation. The space was very hot despite using the fan provided. Many of the electrical outlets were apparently original to the garage and were so worn out that some could barely hold a plug without it falling out; this is a fire hazard because a loose outlet can produce an arc if it can’t make solid contact with the plug. Also, the housekeeping staff heavily oiled all of the varnished wood tables (you don’t oil sealed wood furniture) so that I had sticky oil all over my fingers, laptop and the mouse. There was hair in the shower, and the bath exhaust fan was so filthy that I couldn’t figure out how any air could pass through.

This was my second experience staying at an Airbnb facility; my first experience was better, except that the mattress and box spring were directly on the floor (no bed frame of any kind.) Hosts need to be trained and the lodgings need periodic inspections. Of course Airbnb will never do this because it costs too much.

Airbnb Induced Stress Keeps Guests from Enjoying Paris

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I booked an Airbnb for four of us (two couples) in Paris and, having used the platform before, it seemed easy. We were confirmed in a “Charmant appartement spacieux”, and we thought all was well, until about two weeks before we were to travel when I tried to contact the host to find out where we would get the key, etc. I tried every method available for a week, and all communication, both to Airbnb and to the host (if there is such a person) disappeared into a black hole. Panic and anxiety followed as I envisaged four seniors sleeping on the streets of Paris. On careful reading of the reviews (which I should have done before) it appears no one has actually stayed with this host, and three have had the same experience as I had.

I eventually cancelled, because I believe the post is dodgy in some way, and we couldn’t arrive in Paris with no confirmed lodging. However, now Airbnb has kept the $110 cancellation fee, which it should not do, as I don’t think there ever was a genuine product/service for sale, but I can’t find any way to present this argument. All emails funnel you into drop down lists that are not appropriate for this case, and none allow for genuine contact. They keep saying “contact the host” but that was the problem. It’s back to proper hotels for all of us.

Desperate Situation After Airbnb Refuses to Answer

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I made a reservation on Airbnb for seven weeks in Paris as I was doing an internship there. On our arrival, we noticed that the apartment was a bit dirty and very stinky (cigarettes) and noisy (neighbors). Tired from our travels, we did’t want to make a fuss so we cleaned a bit by ourselves. When we got home at 9:30 PM after a long walk we realized there was no cover for the two-person bed as written on the description. We had to buy one (70€) for our first night. We tried to contact the host but there was no reply that day.

We contacted Airbnb the next morning. They tried to contact our host but he made no effort to find a solution or give us a refund; he denied the facts. There was no hairdryer as described too. On the eighth day, we discovered something else: cockroaches. We couldn’t stay there anymore and made a reclamation on the Airbnb website. They told us we could cancel our reservation and make another reservation. They also promised us we would get a full refund for the nights we didn’t spend there (1000€). That’s what I did; I made a reservation for another apartment (2500€) but my refund was only 39€. I couldn’t believe my eyes. Since then I have been trying to reach them by phone and messaging to get my money back but there has been no answer. I’m quite desperate…

Unsafe Rental Under Renovation, Still Expected to Pay

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I requested to book a three-bedroom apartment in Paris. The pictures made the place look wonderful. It was described as having a rooftop terrace with 360-degree views of the Eiffel Tower. The host asked me to confirm the names and ages of the people traveling with me. I responded immediately with all the information; I am traveling with two young teenagers. The host then confirmed the reservation, charging my credit card.

Five minutes later he messaged me saying I will be using just two beds, the place is under renovation – unsafe for teenagers – and the rooftop is unsecured. I told him that was unacceptable and wouldn’t work for my family. He then tried to get me to stay in another of his listings and if I didn’t take it, it was my loss and there is a strict cancellation policy; I would still be charged. I canceled immediately as to not hold up any future reservations. Airbnb has not helped at all in getting me a refund and said if he rebooks it then I can have my money back. It was cancelled within five minutes of him confirming (charging my credit card). The place is under renovation and unsafe, per his own words, yet I am still expected to pay. This is a complete scam.

Uninhabitable Accommodation Means Airbnb Refuses Refund

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We booked a room through Airbnb and when we arrived we found the room to be completely uninhabitable. The most pressing issue was the temperature; the room was freezing, with no heating provided. It was 7 degrees Celsius outside, and the external walls were paper thin. There was condensation on the windows and walls. Furthermore, the toilet was broken; the cistern was permanently discharging, with the constant noise of running water and making it impossible to flush. There were other issues too, including excessive noise from above.

We notified the hosts, who agreed with our assessment that the room was uninhabitable, and we had no option other than to leave and seek alternative accommodation (at 10:00 PM). Airbnb does not have a contact number, leaving us with no one to call and having to fend for ourselves. Given that the host completely agreed with us, we thought that we’d at least be able to get a full refund for the room – how wrong we were.

Airbnb will not refund their service fees, their cleaning fees, or their processing fees, so in total are only prepared to refund about 75% of the price we paid, despite the room being completely uninhabitable, the host agreeing with us, and us not having spent a single night there. Airbnb does not have a contact number, so I have been left communicating via their online message system (taking a day for them to reply between messages) with someone who doesn’t have a good grasp of the English language and is making unreasonable requests (they want photo evidence that it was cold – how exactly do they expect me to do that, unless of course they expect their guests to carry a thermometer with them).

Given this, we immediately looked into cancelling our other Airbnb bookings for this trip. Given the experience we’ve just had we didn’t want to risk it. All the bookings were listed as free cancellation, and we are within the cancellation window. However, Airbnb’s policy is to never refund their service fee, even when a room is cancelled or there is a problem. They don’t care what you do, because they get paid anyway.

I have no worries about getting my money back – it was paid using Amex and their customer service is exceptional. They’ll provide the refund immediately and claim it back from Airbnb. I’m sure that our experience here is a one off, and the vast majority of stays go without issue. However, if something does go wrong, Airbnb will leave you on your own to deal with it, will make any attempt to get a resolution exceedingly difficult and will refuse to provide a full refund. You have been warned.

Canceled my booking while I was on my way

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I would not book with this host or Airbnb ever again. She canceled on us five hours before our planned check in. I reserved her apartment eight months in advance. She had even confirmed with me three days prior to the cancellation. I got the text message canceling our reservations on my way to the airport. I was baffled; I thought this must be a mistake.

I called her and she said there was “damage” to the apartment. Airbnb did credit my account and gave me a larger credit than the original price but other than that their customer service was a total fail. I called them three times and spoke to three different representatives; I was disconnected twice. The representative who finally did help me told me to open the app or the website and use the credit to find a replacement myself.

This would have been okay even 24 hours in advance but I was basically at the airport now for a 45-minute flight. The customer service representative asked me for the URL of the other apartments I was looking at. I was using the app; there are no URLs in the app. I told her the name of the listing and she put me on hold for 13 minutes. In the meanwhile, another friend of mine coming on the trip called and booked two rooms in a hotel.

The woman I got on the phone was trying to help me but it was clear that the customer service representatives are not trained in troubleshooting a cancellation on the day of. I was very lucky that we were able to get a place to stay on such short notice. It was high travel season for the city. Most of the accommodations on Airbnb that were available were too small or huge and expensive which the $80 bonus credit was not going to cover.

I really wanted to like Airbnb, but the experience made me appreciate commercial hotel chains. I do not plan on using the app again unless I have a backup place to stay. It’s been four days and I am still waiting for my refund. Even though this cancellation was the fault of Airbnb and they couldn’t adequately address the issue, I still have to wait up to 15 days for my refund.

Airbnb Did Not Have What it Said in the Listing

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This Airbnb did not do what it said on the website. First of all, the photo showed a lovely high property with a view; it turned out to be taken far above the property and in reality the view was a grubby looking high fence with a building behind it. The listing advertised: “There is one other professional living in including me. All are working full time and pretty chilled. There is Netflix and a big TV so you can entertain yourself. It’s a big three-bedroom house so you can enjoy your space there.”

Reality: while the host was at work, his non-English speaking parents turned up looking puzzled. They were home all day and night and had Indian TV on so I couldn’t use TV in English as they didn’t understand it. We were in the lounge the whole time.

The kitchen was minuscule (only one person could fit at a time) and his mum was frowning at me when I was trying to make space in her cupboard for my food. The stairs were so narrow I could hardly get my case up them (good thing I’m not extra large) and so I spent the whole first evening stuck in my room watching stuff on my iPad. I went to wash my coffee cup and was appalled by the state of the dishbrush with loads of ingrained dirt and muck on it. The bedroom had no towel and when I asked for one, the host’s father didn’t understand and had to ring the host. Everything was covered in dust and there was a beer bottle left in the bin.

I messaged the host to cancel the reservation he said he totally understood and I’d get a full refund. However, in the morning he was arguing that I should still pay for the night and also I’d have to pay a service fee to Airbnb. We went on the Airbnb website to cancel. He said he didn’t want to do it himself because it might affect his reputation. He tried to get me to use ‘guest extreme circumstances’ to cancel so he wouldn’t be shown in a poor light. I refused.

He said I had a kitchen and TV… so why was I complaining? I said I didn’t understand Indian TV so I couldn’t watch what they had on (all night) and I certainly wouldn’t barge in and grab the remote to do so when they didn’t understand English TV. He was not happy. I pointed out that he said on his listing there were two professionals out all day – nothing about a family inside all day. He didn’t see the problem.

I tried to contact Airbnb all morning. Of course their site has you going around in circles. They obviously make it as hard as possible to make a complaint. They tell you to click on their ‘contact centre’ for help which actually just puts you back in touch with the host. I’m not impressed and still trying to contact them.

Airbnb Paid for Pest Control but not a Refund

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We stayed in a Toronto loft recently where Airbnb took the side of the host. The host was contacting us outside of Airbnb which is against policy. That wasn’t a problem until we had issues with the place. There were mice and roaches. Pest control had to come out and kill the mice – which we weren’t happy with as were animal lovers – but we shouldn’t have paid over $2000 to stay in a mice-infested room anyway.

I couldn’t believe when I complained to Airbnb they had the audacity to say she was a good host, take her side, and even paid for the pest control. They promised me compensation for my bad stay but closed the case as soon as I checked out and didn’t send me any money. They even made it impossible for me to leave a review for this host, meaning loads of guests who are none the wiser will be checking into this hell as Airbnb stops anyone leaving them a bad review.

It is absolutely crazy how much they sided with them, as if they have some sort of secret deal with the company. They even suggested I move out the apartment before they gave me any money back. Bear in mind I was in a foreign country with no other money or home to go to. The guy who lived downstairs even had the code to our room and would let himself into our “private loft” when we were sleeping or out of the house. Airbnb later just ignored any message I sent regarding this case and closed it without anything else said.

Horrible Customer Service Leaves me Paying for Hotel

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I bought concert tickets for my wife for Christmas to see Pink. I then booked an Airbnb for two nights with two bedrooms (because I snore) so we could each have a restful sleep. I arrived at 3:30 PM to check in and was unable to enter due to Airbnb not sending me the unlock code. I tried to call the host with no success. I then contacted Airbnb customer service and was told within the next hour I would get the code or they would set me up with a new place.

Two hours went by with no response. With the concert starting at 7:30, my wife had to change and get ready in a bar bathroom. Being on a budget, I brought enough food for the three days we were going to be there. After repeatedly trying to contact customer service, I finally got a hold of them at 8:30 (one hour after the concert started) and was told I would be staying in a hotel. I explained that we need one with a separate room and was told that they only work with certain hotels and I would be given $100 to find my own.

As you could imagine looking for a certain type of hotel at 8:30 PM with all the stress of the last five hours while the concert you came for is an hour old… was rough. I finally found one; I had to pay upfront and it was $400 a night. I could not leave my wife any longer at the concert by herself so I paid for it and went back in. I’m out the money for the hotel and three days of dining out.

The host contacted me around 11:30 but said he could not give me the house code because Airbnb cancelled my reservation. I tried to contact them the following morning, but nobody would take my complaint because it was assigned to someone else, and she would be calling me asap to correct the situation. I must have reached out 15 times the next week. I never received a phone call, but I did receive a message (seven days later) stating because I looked for my own hotel they would only cover one day at $100. I also had to keep changing the ice in the cooler so all the food I brought wouldn’t go bad. Their customer service is non existent. It’s not worth ruining your time like I did.