I have had two separate “awaiting payment” issues two days in a row. Airbnb doesn’t give you any indication that a guest’s payment may not be valid until you accept the reservation. This automatically holds the reservation and prohibits the host from declining guests or opening up for other guests that might have their affairs in order. I called Airbnb and spoke to a representative about declining these guests; they would not change their policy, so my listing is off the market with no secured payment for 24 hours. Why would Airbnb hold a host’s opportunity to make money hostage? I was told that the odds of the payment issue being fixed are greater than the chances of it failing. Nevertheless, Airbnb takes all the host’s rights away in order to protect the company’s interests for 24 hours. The fact that a host hits accept and gets an immediate “uh oh… there seems to be a problem with the payment” is proof that the software Airbnb uses can immediately detect if there is an issue with a guest’s payment option. This simple line or two of software code should be implemented when guests click “book”, not when the host gets stuck with a blocked calendar. I told this to the Airbnb representative… he would not help me cancel the reservation awaiting payment and left me feeling like this policy is not going to change.
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.
Airbnb Does NOT Respect Strict Cancellation Policy
My family decided to vacate the house they live in throughout the year during the summer to rent it out and help pay the bills. The property is located in southern Europe in a region that’s highly sought after during the high season. After accepting reservations booked by guests months in advance we had to turn many away, including requests from other guest on alternative booking sites. We had many added expenses getting the place ready, including cleaning as well as check in and check out fees.
Two consecutive guests decided to cancel their booking at the last minute for medical reasons. (for two separate reservations); the second guest cancelled his booking days AFTER he was supposed to check in. In spite of us having a “strict” cancellation policy, Airbnb agreed to reimburse them for the full cost of their booking leaving us with an empty house at the last minute in the midst of the high season. To justify their decisions, Airbnb only sent us the link to their extenuating circumstances policy, which lists a very wide variety of circumstances left broad and vague on purposes. In this instance, given that both guests had emailed saying their cancellation was due to medical issues, we asked Airbnb which objective criteria had been applied and the list of documents provided by guests to justify the fact they had to cancel at the last minute. In spite of our repeated queries, Airbnb refused to provide any objective criteria used to determine the circumstances of the cancellations. Of course they make these arbitrary decisions without losing any money themselves. Hosts end up losing money without having any say in the decision. These cancellations should be handled with a strict process similar to those applied by travel insurance policies. Hosts are NOT protected by Airbnb and this certainly doesn’t feel like a community.
Airbnb is for Business, not Community
After years of being an Airbnb guest and months of being a host in NYC I’ve concluded something that I long suspected but couldn’t zero in on because I’d never hosted. Airbnb is 100% for people who are using it as a business. This story of them building a community is false. First, from the guest side: ever try to find a whole apartment or house that didn’t look like it was just some real estate guy trying to make tons of cash? I have. Ever finally arrive and never even meet the host? Just put the code in the key safe, right? Ever look through the kitchen and realize that no one has ever used this kitchen because if they did they’d realize that everything necessary to cook was either missing or broken? I have. Not once. Not twice. Every single time.
Now from hosting side. Hosts are treated like a commodity, like they are out to make as much money as possible and will do anything to get the next guest. I wonder why? Because good little hosts accept every single reservation regardless of whether the guest asks, “Can I arrive at 1 AM?” or asks you something like, “I’d love to stay at your place. Where is Brooklyn, anyways?” Or you receive a request at 2 AM for someone who wants the place for your maximum stay length four months in the future. You think I’m exaggerating. I’m not.
Dear Airbnb,
This is my home. I live here. I’m not a real estate professional. Generally the tools to connect with the right guests work. You can set the minimum and maximum length. Turnover times. Open and close calendar dates. Seems pretty friendly. If you’re still reading, I’m finally to my point. The kicker: If you aren’t making Airbnb lots of money by renting your home like it’s a freaking hotel they will make your life hell.
Here’s how: 1. They randomly shut down your account for “not accepting.” 2. They modify how your listing shows in results. This is a really big deal because they have all the power and there is no transparency. But the results of this are clear. When you’re making money all the reservation requests are from people with lots of great feedback. When you start getting more selective the people they send your way signed up the night before… with no feedback. No travel experience. No community – you are a hotel to them. And that’s how Airbnb lets you know what a good little host is supposed to be.
Airbnb Turned my Vacation into Vexation
We began planning our trip from Athens to New York in late June, three months in advance. After having browsed through what was available on Airbnb we booked a nice apartment that made complete sense for two couples with two small children, when compared with a Manhattan hotel. A week before the trip, the hosts cancels – just like that – claiming building safety reasons. At Airbnb’s prompting, though I was panicking, I searched for a replacement apartment and I found something nice at around the same price. I make and keep contact with the host, by phone and mail, throughout the week to reassure myself that this time it’s not going to fall through.
Well, I bet you know what comes next: the minute I turn on my cellphone at arrivals at JFK there is a cancellation message from Airbnb. This is followed up by a phone call by an assistant that says she is sorry and invites me to find something else or, alternatively, to have a full refund (as if there was ever a question about that!) Anyone can imagine my panic, with nowhere to go, at 7:00pm Friday evening, with two children dead tired after an 11-hour flight. We couldn’t find a single replacement listing in Manhattan. Airbnb simply didn’t care what was to happen to us. I asked that they put us up in a hotel; they said we were entitled to nothing, so I had to find a hotel on the Internet with available rooms, at exorbitant last-minute prices. We ended up paying double what we had budgeted, plus about one thousand Euros in roaming costs for telephones and data! Never again!
Airbnb Can Change Cancellation Policy Preference
I had my listing posted as having a STRICT cancellation policy, due to the fact we all know how guests can be. I did not realize that Airbnb can override these restrictions. I just had t0 give a full refund to a guest that canceled the same day they were supposed to arrive. I had it marked as strict, as I did not care why they would need to cancel. I know if I were the one cancelling a reservation I had made somewhere I would not have received a dime back. I had expenses: hiring a cleaning company on a Sunday in order to provide accommodations; as well as having to drive an hour to pick up a key that was left out for this guest. Airbnb continued to give every penny back to this guest, with of course their own fee. A few days earlier I received the “superhost” badge… what a joke. No more, lesson learned. They will not make another dime off of my property. I do not see how someone can control another’s property like this. I’m very disappointed with Airbnb.
Airbnb Rejected my Claim and Lost a Good Host
I hate to admit that I have been in the real estate business at least ten years longer than the customer representative with whom I dealt has been on this earth. So I guess I shouldn’t really be surprised that this person handled my damage claim like a snarky little kid. My “guest” decided that he didn’t have to do dishes during the week of his stay, and that he didn’t have to follow the House Rules, which are clearly posted next to the wifi codes (so I know they will see them). Here is one of the brilliant reasons used to turn down my damage claim: “There wasn’t a printed invoice from the housekeeper, so you must have made up the extra charge.”
She came up with this decision despite six pictures of the filth this guy left behind. I don’t know of a housekeeper or house cleaner that gives me a printed invoice. This young lady just called me a liar. I have 34 reservations totaling about $60,000 in income. I immediately removed all of my listings from this website. I refuse to reward idiots like this who ignore the evidence and make the leap that I must be the bad guy. Unfortunately for her, I’m not, and I’m also not stupid. You can find me and my properties on coastalsalesandrentals.com and vrbo.com. If you wonder why you can’t find a decent property on Airbnb, now you know! The picture above is just a taste of what Airbnb considered to be “acceptable”. Good luck with that.
Guest Threatens Bad Review to Get Free Airbnb Stay
My guest spent his first time in Airbnb at my place and I paid someone to clean and give him the keys. He claimed that he didn’t like the place and had to pay $500 for a hotel. He clearly expected a hotel and he didn’t cancel the reservation on the biggest holiday weekend of the summer, which was also the busiest. All I know is that he didn’t cancel, kept the keys the entire weekend, and now claims that he will post a bad review if I don’t give him a refund even though he made it impossible for anyone else to book the property. On top of that, my wine glasses were broken! It is a classic lose-lose situation for the host. Beware: do not rent to first time Airbnb guests and stay away from creeps like this guy who try everything they can to scam you!
Warning to Potential Airbnb Hosts
This is a slightly different story. My husband and I have managed rentals for a number of years and we were thinking about signing up for Airbnb. I got an invite to an Airbnb meet and greet in our area. The location was at a house, which was hard to find; there were no markers outside, but we did find it. One of the folks attending asked the host if he had ever had his house damaged by guests. The host said yes. He then said that he contacted Airbnb, who told him he had to cancel the next guests, who were coming from out of the country, in order for them to process the claim. The host felt that would be unfair to the next guests and cleaned up the house with his own funds and kept that reservation.
Airbnb refused his claim for damages. Seriously? That’s the customer service you get with this company? Not only did they tell this host to screw the following guests, but they wouldn’t honor the host’s claim for damages? We asked what happened with the people that trashed his house. He gave them a bad review. Big whoop. A lot of hosts are hesitant to give a bad review because they don’t want to get kicked off the site. These folks are still renting and probably still trashing people’s houses. And this story is from a guy that works for Airbnb. We appreciate his honesty and we are looking into some other options for our vacation home.
Airbnb “Sleepwalker” Guest Approached Me Naked
My guest, Sean, arrived with two of his friends who were in a band. They seemed like a nice group of young men, although I had mistakenly thought his party would consist of a female and two males. Had I known it was three men, I wouldn’t have accepted the booking. At about 3:30 am, I saw the bathroom light come on, heard someone use the bathroom, and saw the bathroom light go off. Then I saw the person who had used the bathroom coming towards the living room where I was lying on the couch for bed. As he got nearer, I was surprised that he was approaching me and asked, in a normal speaking voice, “What do you want?”
That’s when I realized it was Sean and he was either nude or wearing “barely there” underpants. I couldn’t tell which it was in the room, which was only illuminated by streetlight and the light from my computer and other electronics. In response to my question, Sean said something like, “My bad. I sleepwalk,” and returned to his private room near the back of the house. Alone, with three men in the house – one of them just having gotten very close to me while naked, or nearly so, and while I was lying in bed – I was too afraid to go back to sleep. So I called Airbnb and they gave me $100 to book a hotel, which I did. I spent the rest of the night there.
I returned well after the time Sean had told me his group would leave. They were indeed gone and had left my exit doors and windows open and, therefore, unlocked, which was against my house rules. However, given the whole naked sleepwalking thing, that was the least of my concerns. Because of what happened with Sean, I looked up sleepwalking on the National Sleep Foundation website. According to the researchers there, a sleepwalker is not easily awakened and, when they are, they are confused and disoriented. Sean using the bathroom without stumbling or being confused about where he was – just as normally as an awakened person would – as well as responding to me coherently and, it seemed to me, with full alertness, when I asked him, without raising my voice to get his attention, what he wanted was not typical of a sleepwalker, according to research.
In addition, if he is aware that he sleep walks, why would he choose to sleep naked, or practically so, while in another person’s home – especially the one of a total stranger and a female at that? He also should have informed me before he booked my space that he was a sleep walker. The Airbnb representative told me she had “educated” Sean about the fact that he should let hosts know he sleepwalks. In my review, I informed Airbnb that, in my opinion, Sean should be barred from being a guest before he rapes somebody. As an Airbnb host, this was the first time I felt like my safety was threatened. This experience has made me rethink how I will proceed as a host going forward. In the attached photo, Sean is wearing pink.
Airbnb Doesn’t Care About its Hosts
What a joke! Airbnb offers hosts a “house manual”, but I recently discovered that once a guest has paid, they can do, say, or wear anything they wish. I put everything in my house rules – which the guest apparently chose not to read – and he got cozy with the neighbors (after I asked him not to), didn’t clean up after himself, did about 20 loads of laundry (in 12 days), took three showers a day, and bitched that I didn’t have sports on my TV. In addition, he told me stories about his crazy ex-girlfriend. He finally had to go, but I found damage to my computer desk (I took photos beforehand showing no damage), my house reeks of cheap cologne, and my neighbors know things about me that I didn’t share.