Category Archives: Airbnb Host Stories

These are real, uncensored stories from Airbnb Hosts.  We encourage our site visitors to read and share their Airbnb Host Stories to help warn others of the dangers of using Airbnb, and consider using alternative options in the sharing economy.

Won’t Host on Airbnb After Disgusting Guests

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I was a host on Airbnb and after my latest experience with them I am only using VRBO now. We have been renting our ranch on Airbnb for years and I have never seen our home in such disarray. Our cleaning team sent me a list of all the issues (photo provided) including but not limited to:

– Stove top had burnt food all over it.

– Carpets were stained and had to be shampooed which is far and above the normal clean we would need to do after guests leave.

– There was dog food in the couch cushions.

– Toilets were plugged up and had all kinds of items that had been attempted to be flushed down including face wipes and tampons.

– Garbage was put in a coat closet.

– The bedrooms were a mess with food, drinks, games everywhere and the furniture had been all moved around (which we specifically ask our guests not to do)

– Worst of all, there were poop stains on my grandmother’s chair.

Our ranch hand came up to assist our guest during his stay with the toilet being clogged and reported to us that his 90+ year old father was sitting in said chair completely naked from the waist down. He had a “waste” bucket sitting next to him for him to utilize as a bathroom. My family’s ranch was purchased by my late grandfather in the 1960’s. This place is so incredibly precious to us and we love sharing it with others. We have always had respectful, wonderful people stay with us until now. I am so incredibly saddened, hurt, and frankly have a pit in my stomach by the way they treated our home.

Almost a month after I submitted photos, a cleaning bill, and a list of all the items that needed to be cleaned Airbnb finally responded with:

“After careful review of the information submitted, we’re unfortunately unable to process your request. Security deposits cover direct physical loss or physical damage to an accommodation. It does not cover indirect losses. Therefore, as we have not received documentation for any physical damages we would be unable to provide compensation.”

I will never use Airbnb again as a host or a traveler. A company’s true character is shown in how it handles the small events and they showed me theirs.

Total Frustration Uploading Photo IDs on Airbnb

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Talk about total frustration. I tried the night before at least 15 times to upload a passport photo using Airbnb’s interface and taking a snapshot of the photo using my computer. The photo image uploaded came out nearly perfect. However I got a message stating the picture was not clear. I tried taking a picture of my passport photo using a cell phone and then uploading that picture to my desktop and from there uploading it to their system. It uploaded correctly each time however I kept getting a message stating that it was not clear. We tried repeatedly and then we got a completed transaction notice from PayPal.

We thought all was good until I woke up the next day and there was a message stating the photo was not clear. Really… what does a photo have to do with making a transaction or trying to get some rental property? The airlines don’t do that much checking; they would be broke if they did. I made a call to Airbnb, talked to a representative and then a supervisor. The last guy said my picture was verified and good. He gave me some coupons and I asked him if he expected me to do this all over again. I tried again and again and this time PayPay charged me twice. This time I got a receipt from the Airbnb system showing the charges. I was thinking I was good to go, but one hour later, I received another email saying the picture was not clear. Why in the world are they so hooked on pictures? If you want lots of pain then you should use Airbnb.

Drunk Guest Messed up Apartment, Lied to Airbnb

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I use an electronic lock to let guests in as a largely absent host. The guest locked himself out by inadvertently entering a code that disables the lock until you open it from the inside. This had never happened before in years of using the lock. He called me at 9:27 PM on a Friday night and said the lock was not working. I happened to be there outside in my motorhome set to have taken off that day but got delayed and was prepared to leave in the morning (me being onsite is really unusual). I walked 50 yards to the door, came over, and the lock didn’t work.

I told him I could get him in the other entrance upstairs (that has access to the mechanical area and common laundry). I unlocked that door, walked up the stairs, crossed the apartment down the guest access stairs to the entry area, and opened the door. As I walked through the apartment to the other entrance, I noticed the place was as messy as I have ever seen a place in eight years of hosting; it looked like a tornado hit it with my pillows on the floor, and clothes everywhere. I was shocked.

Nonetheless I kept moving and went downstairs to the door. We tested it a couple of times and it worked flawlessly. I have no idea why it didn’t work (then). I went back to my motorhome and send a text at 9:45, literally 18 minutes after he called. My text said the place was very messy and caused me concern about excess cleaning (they were relatively long stays, 13 days with kids). I asked him to try to be neater so we didn’t have a problem. I said I was glad to be around to get them in. I smelled alcohol on the guy’s breath as we interacted but it wasn’t really a problem; he was fine.

In the morning he wrote Airbnb and claimed I had locked him out to tell him off about being messy and that I had entered his premises illegally without justification. He tried to cancel the reservation and get his money back. I am dealing with this nightmarish guy, who literally will say anything and probably can’t remember much.

Your Personal Safety Comes First With Airbnb

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I have heard hundreds of horror stories from neighbors, guests and hosts alike. First of all, I cannot believe the number of people who give total strangers the keys to their home. Unless these hosts are changing the locks after each guest, they are asking for huge problems. A guest could easily have a copy of the key made and come back to the home at any time. Since guests book online, you have absolutely no idea who these people are who are staying in your home. It could be another Ted Bundy who may rape and kill your daughters. It could be another Jeffrey Dahmer who may rape and kill your sons. It could be a serial killer who could return in the middle of the night at some future date and kill your entire family. Or, in a less violent scenario, the guest may return sometime while you are away and rob your home. If you are going to allow strangers into your home:

1) Get a copy of the driver’s license of any guest who will be staying at your home.

2) Get an electronic front door lock and change the code after each guest departs.

3) Be sure you have dead bolt locks on all bedroom doors where your family members are sleeping.

In the US there are all sorts of online sites where you can check people’s backgrounds. Sign up for a membership to one of these sites and do a preliminary background check on each guest who will be staying in your home. There are actually a lot of very nice people in the world and you may be lucky enough to host some of these people in your home. However, there are also some very unethical, sick and violent people out there. Your first priority should be to protect yourself and your family.

Apartment in Brussels Illegally Rented on Airbnb

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I am the owner of an apartment in Brussels. A couple of months ago I discovered that the person who rents my apartment has listed it on Airbnb. First of all, it is against the regulations in the apartment complex. I already had to pay a 500-euro fine. After calling the person who rents my apartment several times, she still refused to remove the listing on Airbnb. I’ve send several mails to the Airbnb website but with no response. I don’t not understand how they can accept this or not respond. Is there a quick and efficient way to contact them or must I take legal action, not only against the person who is renting my apartment but also Airbnb itself? They are making money out of it, and it is illegal because as a owner it is against regulations, and even the law in Brussels.

Superhost Gets Super Bad Treatment From Airbnb

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On July 11th, 2017, I received an award from Airbnb for being a Superhost for four quarters, something I have consistently achieved over two years and seventy guests. I have since received appalling ‘service’ from Airbnb. There are two types of Airbnb hosts: the rich landlords who own multiple properties and offer nothing but a bed and a coffee machine and make a fortune. Then there are people like me for whom this is an important living in a depressed economy. I pay tax on Airbnb earnings. I go out of my way to offer five-star service, gourmet breakfasts, quality linens, and thoughtful, discreet care.

I have just had someone flounce out swearing abuse – while I was doing online teaching – after a week here. She booked for a month. In that time she clogged the plumbing so a plumber had to be called; I didn’t charge her. She broke the kettle, claimed it was my elderly cat who can barely get onto a sofa, never mind leap onto a kitchen shelf. The kettle was fused to its base and could not be turned on, heaven knows how the guest did that. She broke an antique bookend; I asked her to superglue it. This was something precious to me that I’ve had for two decades and from my gran. She claimed she needed an alarm and I must buy her one – this from a Luxembourg citizen who had lived in Boston for six years and recently flunked out of college. I looked at IKEA, couldn’t find one and suggested she try CVS or Target.

She managed to break the cupboard door – not sure how – and I couldn’t figure out how to fix it. The damages exceeded $600 and when I tried and load claims onto Airbnb it refused to accept pictures. I’ve sent in two queries about this no response. The Airbnb person tasked with this case has treated me with disrespect and contempt. He promised to take this matter higher early last week. Nothing.

The guest said the room was not cool enough for her. In three years I have received no similar complaints; the house has air conditioning, is surrounded by trees, and there is a spare fan in the room. I bought another high-end fan – for $67 – and she managed to break that one too. I have no idea how. She was only paying $100 a night (in exclusive Wellesley) and got breakfast each day: a poached egg, two chorizo, avocado with supergreens, rye toast, wild honey, raspberry yoghurt (organic), herb tea, and orange juice.

She went through five toilet rolls, two boxes of tissues, and two boxes of candies in addition to finishing two new containers of body wash in a week. I did two loads of laundry for her on Saturday – washed, dried, folded, and put it in her room – and there was not a word of thanks. On Sunday she demanded I do another two loads: a bra and two panties for one load (whites), then for colors a towel (her own – I gave her three fresh towels on Saturday and fresh bed linen). I said such a small load was environmentally unfriendly. She freaked and was verbally abusive, shouting and bullying me.

I was in such a state afterwards I locked myself in my room and sat on the phone for forty minutes trying to get help from Airbnb. There was no answer, so I emailed them and went to their host forums. No help. Airbnb phoned me last week on the guest’s behalf and only when I mentioned my email did the representative say: “Oh yes, it is here. I haven’t read it.”

I told him everything I listed above. He called me back and said I must refund the guest, despite a strict cancelation policy saying I don’t give refunds and even though I was not in the wrong. He says the guest was complaining that she was too warm in her room (she’s also over 6 feet, overweight and on multiple medications – by her own account – for anxiety, so that might be a contributor. I’m 5’2″). I noted how I tried to help her, including two long sessions of unpaid counseling (I’m a trained trauma counselor). I recommended she go to an acupuncturist to assist with her nerves; she went twice.

I told Airbnb after incessant bullying from him I was prepared to give the guest half of her payment back. The representative from Airbnb started yelling at me; I twice had to ask him not to yell at me… this to a Superhost who has just received a rare award from them and who has 70 glowing reviews.

When I was teaching over the internet on the guest’s last evening – which she knew – she came in the room, music blaring, shouted at me, and began banging doors. Really bad conduct. I later audiotaped her ongoing abuse. I was so frightened of her that I stayed in the living room, curtains open, lights on, hand near the phone in case I had to call the cops.

I apologize for this story being so long but if you have the time, read it all the way through. Someone also tried to book with me then refused – the second person in a row because there are so many verifications now loaded onto my profile that a guest has to supply a passport (which most Americans don’t have), a drivers license, and two other forms of ID. This person declined to book – and frankly I would not give my passport details either.

I wrote querying this last week. That too has been ignored. Many hosts are like me: ordinary folk, trying to make ends meet. We are the bedrock of Airbnb. We do right by everyone, our mostly wonderful guests, and we pay tax. We buy superior foods and linen for our guests that we deny ourselves and yet there is still no support from Airbnb and sometimes frightening situations.

Claim Made 20 Days Ago, Still Waiting For Our Money

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We had a guest stay at our property using Airbnb (we live next door) and several things went wrong. First, they had way more people than agreed; they brought in a dog and damaged some of our personal property. When the guests left, we went inside to find blood soaked bed sheets, duvet cover, and the kicker: a used tampon left on the floor.

We filed a claim on July 5th to withhold part of the guest’s deposit to replace the bedding and an extra $100 for our cleaners who had to deal with that disgusting situation. We are now 20 days into the constant back and forth with Airbnb and they still haven’t resolved our claim. When we filed, they guest had three days to reply; they did not.

I involved Airbnb as instructed and of course the representative incorrectly closed the claim instead of escalating it. It took several phone calls, several days and tons of emails back and forth to finally get the claim escalated to the correct department. However, they will not talk to you by phone; there is no one that replies to your emails and they leave you hanging for weeks. Had I not followed up every day, the claim would have been closed without my knowing and my allotted time frame to file the claim would have been up.

The guest has not replied to any communications. We sent photos of everything, copies of the receipt to replace the items, and copies of the original costs. We have done every single thing we have been asked to do and we still have not received a resolution.

This is the second time I personally have dealt with this. The first time Airbnb did the exact same thing to me. They told me the claim was filed, they said someone would get back to me, however when I called to check on it the claim was “accidentally” closed. We have emails proving that we followed all the steps correctly, but still Airbnb said our “time had run out” on being able to file a claim. This is how they get away with not paying host for damages.

Incorrect Compensation for Working Hot Tub

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We had been scheduled to host three people for a month. Before they checked in we asked them if they wanted us to fill up the jacuzzi for them but they said we could just show them how it worked when we met at check in. We instructed them about this the moment they arrived at the apartment. Two or three days later they contacted us again saying the jacuzzi wasn’t working so we sent one of our staff members to show them again how it worked and once again instructed them.

A week before they were schedule to check out we received an email from a case manager at Airbnb saying we needed to send documentation that showed the jacuzzi was working. I responded “How can I do this?”

The case manager said we needed to go and take a picture of the jacuzzi when it’s filled up and so on. We wrote the guests about this asking to come and do this but they didn’t respond. The same day they were supposed to check out we went there and took a video and pictures. However,t Airbnb sent us a decision before we had finished saying we needed to compensate the guests 691 USD because the jacuzzi wasn’t working. Now it doesn’t matter what I send them as they are saying our deadline has passed. It’s very frustrating and I can’t get in touch with anyone at customer service or file a complaint.

Hosting Companies Are Slowly Ruining Airbnb

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I am neither a host nor guest although I have used Airbnb as a guest and had great experiences. I applied for a casual job as a cleaner for an Airbnb house. In applying I dealt with the owner. After weeks of delays and masses of emails the house was finally on the market.

It was only then that I realised it was managed by a hosting company and they were in another country, as was the owner. The house was just that; it was certainly not a home and to begin with only had the absolute minimum of fittings (cheap bedding, one towel per guest, no saucepans, cooking utensils, oven and dishwasher not working, no toaster, no microwave etc). Basically it was a two bedroom house with a queen bed in one room and a horrible single bunk in the second room. While it was advertised as suitable for five people, one would have to sleep on a thin foam mattress in the master bedroom and the other guest on the lounge in the living area near the TV.

This lounge was not a sofa bed, and was not long enough for an adult to stretch out his legs. There were no glasses (just plastic cups), one mug, plate, bowl per person and the same with cutlery. There were no pictures on the walls (just the hooks where pictures had been) no books, magazines, music, or DVDs. There was a large TV that has the minimum number of stations available, i.e. no cable or Netflix or something similar. There is internet and it is actually rather good.

People are being charged nearly $170 a night for this. I spent a lot of my own time cleaning the house before the first guests as it just had that dirt that tends to accumulate when someone lives there, especially when you remove most of the furniture. For some bizarre reason, it was heavily booked for the first few months. All short-term guests seemed happy enough. By this time I had convinced the owner to purchase a few necessities such as drinking glasses, extra bedding (winter was on the way), and saucepans. Some things I bought myself as I realised they were needed.

Once some longer term people stayed, they mentioned in their reviews things such as the fact there was no oven or dishwasher. The ‘host’, who pretends to be the owner, told big fat lies and said the previous guests had damaged the dishwasher; that’s why it didn’t work. A previous time they said a guest had broken the oven, when it has never worked. When other guests mentioned the lack of cooking facilities, the ‘host’ basically accused them of being too fussy. None of this “customer is always right” stuff.

When you look at the reviews the hosting companies give for each guest, it’s exactly the same wording for every one, so completely useless as a guide to other hosts. I used to give them a review of each group of guests as they left but now I don’t bother. There’s no point. This host (who uses a pseudonym to pretend he isn’t the owner) has never been to the house, just seen some very selective images sent by the owner. I am the one who deals with the guests. They have mostly been wonderful and grateful for the effort I have made to make sure the property is clean and as comfortable as possible.

When I consider that I originally thought Airbnb was a platform to have a local experience: have access to a home so that you could live, cook, maybe even have someone over for dinner and experience someone’s home. The host that runs this house has hundreds of properties yet still pretends guests are dealing directly with the owner. I need the work so I am still cleaning (and of course have become the contact person when things go wrong). I think places run by hosting companies should be marked as such. Some people might actually prefer it that way.

The problem is of course, once business takes over where communities once reigned, it all goes horribly wrong. eBay is the perfect example of that. Owners who share their homes with guests are mostly going to be proud of their place and treat the guests with respect. That has been my experience using Airbnb. Hosting companies just want to make money and do very little other than take bookings and money, and then take a really long time to pay.