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.

Charged for Airbnb with Cockroaches with no Overnight Stay

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On February 20th, I booked a stay in Fuerteventura, Costa Calma, for February 21st-28th for €360.50. Immediately after booking it, I changed the dates to the 24th-28th (for €206.47) on Airbnb and informed the host via Whatsapp (on the number listed in the Airbnb profile). Apparently this person is the housekeeper and Airbnb manager for this apartment. She told me it was absolutely no problem to change the dates. She told me she accepted it, but I could not see it reflected on my Airbnb page.

She told me that was not a problem – that sometimes it would take longer for Airbnb to accept it, but she assured me she would speak to them if necessary as she had agreed to the change. Additionally, she messaged me via Airbnb (and it shows publically on their profile as well) that they charge a €150 deposit and €70 cleaning fee (by cash, outside of Airbnb). I agreed to this.

She came to my hotel to hand me the key on the 23rd so that I could have the freedom to arrive when I wanted. I gave her the deposit and cleaning fee, and she gave me the key. We had a good talk. I only entered the apartment on Monday the 26th. She was informed about my plans and I had no problem to have it “reserved” since Saturday, should I want to arrive earlier. It took me an hour to find the exact house because she forgot to inform me of the right apartment number.

When I entered, I ran to the toilet and noticed that the bed was not made at all, and there was some linen in a bag… strange. I went back to the living room and to my disgust, I found four dead cockroaches. I was travelling with my dog, so I was afraid she would eat them; to me that looked like an infestation. If there were four dead ones in plain sight, how many more were around?

I left the place and immediately contacted Airbnb. They told me to book another place and not to worry. They did tell me that they are not responsible for any money given outside of their platform (even though I have proof I gave it to them – it openly states it on their profile and they requested it to me via Airbnb messenger). They told me that they had to contact the host directly, because none of the things that were agreed upon are actually viewed by Airbnb as enough proof, since I dealt with the housekeeper and Airbnb manager, instead of the real owner. The only number on that profile did not connect me to the owner.

The housekeeper and Airbnb manager agreed to deposit the €220 back to my account and to pay for me to send back the key to her. She also agreed to a refund by the owner. However, when I requested if the transfer could be made together via Airbnb, she then told me how unfair it was all, due to my changes and how she brought me the key, etc. How she would only make the deposit after Airbnb had resolved the case.

Airbnb has now told me that I’m only entitled to a €90 refund. Note that the owner has not yet agreed to the changes of my booking (a refund of €154.03) and Airbnb says she has to accept it, otherwise they can’t do anything about it. They also say they also can’t do anything about the bank transfer that the housekeeper and Airbnb manager said she was going to take.

According to Airbnb’s logic, I only had 24 hours to report any issues with the apartment. So because I didn’t arrive on Saturday and on Monday instead and found 50 roaches there, I am not entitled to a refund. Also, according to their logic, even if they have proof of everything, they can’t ask the owner to refund me the money for the initial changes. Nor they can ask them to proceed with the transfer back for the deposit and cleaning fee.

Airbnb wanted me to pay €360 (a full week’s rent) + €220 (deposit and cleaning fees for roaches and an unmade bed – €90 (refund for two nights) = €490.50 total for a place infested with cockroaches where I never stayed. I have all the proof necessary with them agreeing to the changes and refunds. Now Airbnb does not want to cooperate into helping me get anything.

I would like Airbnb to tell the owner to accept the initial changes so that I could at least get my initial refund of €154.03 (I have plenty of voice messages and screenshots from the housekeeper and Airbnb manager, saying these changes were accepted by the owner and that the apartment was fully managed by her). I would like Airbnb to cooperate and ensure that the transfer of €220 is made to my account with the deposit and “cleaning fee”. There is also enough proof from the housekeeper and the owner stating this money will be returned to me. Please help me fix this. I don’t want to go to the police or my lawyer.

Fraudulent Airbnb Listing in DC with Different Address

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I found a host on Airbnb. He advertised a large house for rent in Glover Park, Washington, D.C. He listed his address as a quiet, two-lane residential street off of Observatory Circle in northwest Washington, D.C.. My family and I were looking for a large house in that precise area for my niece’s graduation weekend from college. We paid over $3300 in advance. Afterward, I learned there is no such address, and that his house is actually located on Wisconsin Avenue, over a half mile away from where the house was supposedly located, and on a noisy and busy thoroughfare.

When questioned about it, the host immediately blamed Airbnb for the problem, and did not address my question of why Airbnb would give a phony address for a house unless the host had given it to Airbnb in the first place. Then without warning he just canceled our reservation, forcing us on short notice to find another place on a weekend that is nearly impossible given the onslaught of graduations. Steer clear of this liar and fraudster. Airbnb customer service utterly useless and indifferent – the phone always comes up as busy, and no one ever replies to the emails.

Host Became Aggressive Asking for Personal Information

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After booking a long stay costing over $2000, the host became quite aggressive and asked for pictures of me, my full name, and the address of where I lived. I find this completely inappropriate. Even if I knew the same about him, which I don’t, I still think this is inappropriate and invasive. Airbnb won’t respond to my concerns (can’t get through on phone, emails no good, and no place on the help forum for this type of concern) and I can’t cancel without losing half of the booking fee. I’m out of my mind as to what to do. Given the aggressive behavior I don’t want to stay with this host, but losing half the fee would be a big financial impact for me. I’m a bit afraid because the host already has my personal email address and some other details so I don’t want to post the listing.

Pointing out illegal Airbnb gets me kicked out

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Earlier this month I rented a studio in Boca Raton, Florida. After numerous discussions about the unsatisfactory conditions of the rental, I was evicted at 9:30 at night from the property and Airbnb refunded the unused portion of the rental. A police office who was called to assure a quiet resolution to the dispute told me the short-term rentals in Boca Raton are illegal. Subsequently I filled a complaint with the Boca Raton department of zoning compliance, since the rental was illegal in that community. The department caused the owner to agree to no longer offer his house for short-term rentals.

The owner then sent me several threatening, vulgar, unspeakable texts. Coincidentally, after a very difficult exchange with an Airbnb associate, wherein my review was expunged because I said the rental was illegal, I cited the sections of the code that apply to short term rentals In Boca Raton. The associate said someone from management would get back to me; I have heard nothing in over two weeks.

Furthermore I filed a complaint with the Florida Better Business Bureau which is pending and I sent copy of my terrifying, embarrassing and traumatic experience to the Los Angeles Times. Clearly I am very disappointed and angry at the cavalier manner in which my problem has been handled by Airbnb. Please note I have complete documentation of all communications regarding this matter. Recently I read an article discussing Airbnb and its concerns with discriminatory practices and their desire to minimize any such incidents. In that vein seems to me that illegal rentals that violate public policy should be of equal concern.

Using Airbnb on Disability when the Weather is Dangerous

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I am recognised as disabled with severe impairments and high PTSD and high vulnerability. Here is a picture of my highest Disability Living Allowance awarded in 2007 because I am deemed vulnerable and unsafe and need support. I have fought and become as independent as possible as most care and support is abusive and disgusting physically abusive, sexual abusive, or financially abusive. I use this allowance to be independent, free, and as active as possible.

I am actually travelling because I feel unsafe at home due to disability hate and threats. I’m looking for better future accommodation in Scotland using my disability benefits to do it. Social and support services are hopeless. “Disabled people are not human being but animals – it does not matter what anybody does to us.” That is from the professionals. I am independent and manage myself. I am active in the disability movement and an active blogger. I also campaign regarding disabilities, austerity, and the effects of cutting funds and services. I am also an active blogger and defender when it comes to abuse and discrimination.

I have travelled to Scotland using my DLA and highest Disability Premium Rate to work closely actively with others to move here. I feel very unsafe where I am in the southeast of England; councils and police are ineffective and disability abuse and targeting is high. I chronicle and write about disability abuse and inequalities. I get in a lot of trouble and ruffle a lot of feathers.

I paid for an Airbnb for last five days with a host in Glasgow, opposite Alexandra Park, which my little dog enjoyed immensely. I paid upfront for next stay, a full two weeks near Gretna Green, a remote dog and horse holiday place. The snow came down, and it got worse. Travel was impossible, and not only could I not get there but future hosts said they were not snowed in and could not come out themselves for next few days at least.

The host where I stayed wanted me to leave in the thick snow and blizzards. I did not have anywhere to go and was then short of funds. I begged to stay and even sleep on floor. She wanted me to leave and also got her boyfriend to approach me and insist. They offered to order me a taxi to get me out.

There had been no problems. I had been a perfect guest. I questioned the cruelty and unsafety of kicking me out and emphasised my disability and vulnerability. This seemed to fall on deaf ears. They went out to get more friends to come back later. I contacted Airbnb. It took ages for a response. By now people were being advised to stay at home; travel services were cancelled and weather was on high red alert and would be for at least two days. There was nowhere to move on to and no more money.

I argued and Airbnb agreed to refund my last payment as I could not get anywhere otherwise: nearly £300 and an extra £75 on top so I could immediately find somewhere else. I insisted and they assured me it would be in my account immediately. This communication, threat, and fear had now taken eight hours. When their email alerted me to payments refunded it said clearly it still could take up to 15 days for the funds to transfer and clear.

This means I have no accommodation. I have no money. I am under threat and pressure to leave, and there is only the streets and homelessness as a severe disabled woman with cognitive impairment, experience of a series of strokes and gross PTSD due to attacks and sexual assault faced with the prospect of being put in even greater danger.

I have contacted Airbnb again and warned and informed them of the consequences. I informed them of their duty of care They have so far not gotten back to me and I am alone in a cold flat where I am not wanted, waiting for hostess to come back with companions to pressure me. The only prospect is the streets and the cold. So far Airbnb has not gotten back to me.

This is where I am now. As I write this, I feel this is very important as Airbnb likes to promote itself as a trendy, aware, dedicated to equality, cheap accommodation service for those on little money and travelling cheaply. Yet now I am in a very distressing and precarious position. I wanted this dreadful state of affairs to be known as important for the health and safety of other vulnerable lone disabled women.

I have been active in addressing abuse and like many when I suffer discrimination and potential harm I can only write about it. Thank you for listening I am going to have another cup of tea and try and sleep on the floor until the hostess comes back and maybe I am out on streets. This is disgusting. I am an active writer, campaigner, and blogger on disability rights. Hate and failure of services and businesses accommodation of any kind is a nightmare. It’s more about intimidation and abuse than safety and having a home.

Two Nights in Airbnb Hell for Pregnant Guests

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My boyfriend and I wanted a quick vacation before the arrival of our first child. At four and a half months pregnant, we drove down to Miami from Toronto. We booked a nice-looking studio apartment in Miami and got ready for our trip. So, we made the 24-hour drive down to Miami and arrived at our listing.

The host came out of her house to greet us and show us to our place. She showed us where to find the key, and then started speaking to my boyfriend in Spanish. I didn’t understand much of their exchange, but he later explained to me that she told him “The owner of this property lives down the street, if she comes around or asks you any questions, just tell her you’re friends of mine visiting.”

I thought this was kind of sketchy, so I called Airbnb to let them know. Airbnb called me back, and let me know that they’ve simply decided to cancel the reservation and we needed to find a new place to stay. It was a Sunday afternoon at 7:30 PM. I was almost five months pregnant and dead tired from a 2500 km drive. I mentioned this all to the rep on the phone, and she told me that she was finished working and someone new would call me back right away.

Fast forward to two hours later, with me hounding and harassing Airbnb – spent well over 45 minutes waiting on the phone, only to be hung up on multiple times – and finally someone called me back. She said there was nothing available for the same night in our same price range. I argued over and over and over with her, and then she finally asked her manager for an approval to cover the cost of a new, more expensive listing.

She explained that she found a new listing with similar amenities to the one we previously chose. So we went ahead and headed over to the new place. The host on Airbnb was listed as a woman, but some dude showed up to show us around the apartment. We walked in; the place was a disgusting dump. He quickly rushed us through, and showed us the damp towels and airbeds. There was literally nothing else in the apartment. It was an empty apartment with two air mattresses on the floor. There were none of the amenities we previous requested: parking, TV, wifi.

To top it all off, the apartment door was secured only by a cheap $10 doorknob lock. There was a deadbolt, but they didn’t give us the key for it. I called Airbnb again at 11:30 PM and explained to them that this was not acceptable. The man on the phone told us that we should stay the night since it was late. He told me a case manager would contact me in the morning to sort it out.

The next morning, I called Airbnb yet again only to be told that my reservation couldn’t be cancelled since I stayed the first night. I explained to her that I was instructed to stay there by one of her colleagues, and she didn’t care. She told me I had to ask the host for a cancellation. I contacted the host, and she told us she could only offer a 50% refund. She then sent me a few nasty messages saying how we wasted her time and were just scamming her to get a “free night.”

We ignored that and told her we were leaving. She told us to leave the keys on the counter and lock the door. We did as instructed. We did get the 50% refund, and then after more and more arguing with Airbnb and speaking with a manager, they agreed to give us back the other 50% of the money to make a new reservation.

Finally, we brought all of our stuff back to the car, and as we were leaving, we saw a disgusting cockroach in the sink. I took a picture and sent it to Airbnb, which they totally ignored. I called them and aseked if they received my photo; they said someone would call me back. There still hasn’t been a response. I called them again and asked if they were really going to let people keep renting from a place that’s infested with cockroaches, and of course the line “disconnects” again.

Anyway, I put that out of my mind and tried to enjoy the rest of my vacation. A few days later, I saw the initial host wrote a bad review on my profile (how do they even leave me a review when I didn’t even stay at her house?). The second host sent me a request to pay her $285 saying she needed to replace the lock on the door (the $10 doorknob lock) because she couldn’t find the key that I left. I called Airbnb. They told me that I left the key and it was not my problem. The rep on the phone told me that a case manager would call me back. Again, no call back from Airbnb.

What was supposed to be a quick and fun vacation turned into a majorly stressful event. Two days of our week-long trip were wasted moving from listing to listing and talking on the phone with Airbnb reps. I will never use Airbnb again.

Driver’s License Photo Looks Different Than I Do Today

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I only wanted to make some reservations for our first family vacation to Hawaii this coming June. I was so excited. I made the first reservation with no problem – a fabulous little condo in Maui for a week. We also needed some accommodations for the Big Island, so I proceeded. When I clicked to book them, I was told that I needed to submit a photo of my driver’s license and then a selfie to verify my identification. Sounded reasonable.

It’s not an exaggeration when I say that I must have submitted those photos 17 times – I lost count. My license photo was taken either years ago – I’m pushing 50 now and have aged… well, normally, but I’ve aged. I had a significantly different hair style and color back then, in addition to the age difference. No matter how many times I took that selfie using different lighting, taking my glasses off (even though it made it so that I couldn’t see the phone), putting my hair up, leaving it down, smiling, not smiling – oh my goodness. I could not get it to match my license.

My reservations were cancelled and my money was refunded. So, I found the customer service number (no small feat) and called. I spoke with a polite and helpful rep, but his ultimate answer to my concern was that I needed another driver’s license. Well, no kidding. It happens to be up for renewal this year and of course that will happen. Even if I could get to DMV today, there’s no way it will be in my hands for two to four weeks, and time is of the essence in making these reservations.

The rep told me that he couldn’t get a person to look at the difference between the two photos, that it was all done by algorithm. He is going to escalate the issue, but I don’t have a lot of confidence at this point. Keep in mind that I get through airport security with this identification. The photo doesn’t look dissimilar; it just may take a second glance. Honestly, what does a person have to do to give Airbnb money? I’ve already started looking at other sites, such as VRBO, but I was really happy with the selections that we made with Airbnb. I am so frustrated and discouraged.

Unfortunate Circumstances Cause Hosts to Keep Former Guests

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We booked a house for my sisters wedding over ten weeks in advance, and paid upfront. However, the host decided to cancel our booking nine days before we arrived, for the following reason: their current guests had a house move which has fallen through leaving them homeless. It sounds very reasonable and completely understandable. If I had known in advance, I would not have booked this accommodation and taken that risk.

We looked very carefully and picked this property based on location and on our criteria. The hosts basically gambled to keep booking their property whilst knowing that house move dates are generally not the most reliable. Their reasoning must have been that they could just cancel any bookings if the house move didn’t move forward.

They have caused us a very large amount of stress and won’t admit that they should have told us of the situation in advance, or not taken any bookings until they had a property that actually was available. There’s nowhere to complain as Airbnb just submits the complaint for you saying that it was cancelled. In the meantime, other guests don’t know that these hosts don’t actually care enough about their guests to share relevant information.

 

Neither Host nor Guest Wants Cancellation Fees

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I guess Airbnb did not design customer service with service in mind. I made a reservation for a month in Satellite Beach, Florida for winter 2019. Only by giving them my money could I then get the exact location of the condo and contact information for the host. Since I was already staying in Florida this winter I drove to the rental location the next day. It was not to my liking so I contacted the host, who was very nice, and cancelled the reservation on Airbnb.

The site told me to contact the host and have her cancel the reservation or I would lose over $3000. I asked the host to cancel my reservation. She told me that the site instructed her to have me cancel the reservation, otherwise they would charge her a cancellation fee. Neither of us wants to incur charges for a reservation that was only three days old for dates almost a year in the future. What an outrage. I sent a message to customer service, who promised to contact me within 24 hours. I plan to try the phone number you have published on this site to see if I have any better success.

Airbnb Charged my PayPal Account for a Fake Reservation

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Late last night I had a notification from PayPal saying I had been charged £450 for an Airbnb. I looked at my emails and had three emails that stated:

1. Confirming a reservation I had never made
2. My receipt from PayPal
3. Airbnb confirming the reservation had been cancelled and due to the host’s policy I wasn’t eligible for a refund.

Airbnb said to use the resolution centre for extenuating circumstances (which was impossible as my account was later cancelled). In the next 2-3 minutes I was also sent a billing receipt email from Airbnb, an email asking for payment verification details, and then finally an email saying my account had been cancelled (in which it implies it wasn’t cancelled by Airbnb, but rather, had been cancelled by the ‘user’).

At this point, any attempts to log into my account failed (as it was cancelled) which means I had no way to access my account details, or to access the resolution centre previously mentioned, and no way to contact customer service since every help or “contact us” page seems to just link to a “log in for help” button. I am astounded at this – surely if you have a cancelled account you should have the means to be able to contact Airbnb to resolve problems? Apparently not.

I then had to Google a contact number for Airbnb. Why they couldn’t have just put that in their emails is anyone’s guess. I called customer service. There was no answer at all; I was on hold for 30 minutes. I then sent a Twitter message to Airbnb help, advising them of the problem. They didn’t reply until four hours later, and even then, only to ask for my email address. It has now been 12 hours since I messaged them and the only progress made is just messages from them asking for my account information or reservation information – no real action, no offer to call me, no information on a phone number I can call for more help, and certainly not sorting out the issue fast enough given the amount of money involved.

I spoke to my bank who said that I need to go via PayPal first, and if they don’t refund the money then I could come back to the bank who would then try to help. I raised a dispute via PayPal last night, and this morning called their limitations team to ask for more information and to get a fast resolution as it was a lot of money. To be fair to PayPal, the customer service agent was very helpful and was able to confirm during the call that my case was closed in my favour. They have now refunded the full amount back to my account.

It turns out that Airbnb was able to charge my PayPal account because they were set up as a subscription on PayPal for automatic payments, something I was not aware of and something not made especially clear on their website. Given that someone else had a very similar problem only three days ago this is obviously not a one-off instance. Someone is accessing accounts without permission – both guests and hosts – in order to steal money. Something needs to be done about this, as it is fraud.