Tag Archives: abandoned by airbnb

Nightmare in Nicaragua: Playa Yankee Power Outages

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I’d been eyeing this place as a possible vacation spot since I had started planning our trip over a year ago. We had originally intended it to be a ten-day vacation but I splurged and extended it specifically so we could stay here. We stayed at the great Casa Las Mareas in Encanto del Sur, just north of San Juan del Sur. As good as our stay was there, we were excited to come here. I’d had visions of teaching our eldest daughter to swim in the pool here while my wife enjoyed the view with our younger daughter. We got there on a Wednesday. The view heading to the water was spectacular but immediately marred by the sight of the green pool; hornets were swarming in the shallow area as well as some elsewhere in the pool. My daughter was understandably freaked out. I asked Gilberto, the caretaker, about it and he said (translated quote), “It’s an open area, there’s nothing you can do about them”. I thought back to our stay at Casa Las Mareas and its pristine pool, also in an open area. I let the idea of asking him to put out wasp traps slide after I realized I didn’t want to dip my head in a pool that looked like this.

The first time the power went out was before 11:00 PM our very first night. My wife and I woke up within five minutes of one another, sweating and wondering why. The fan, our sole source of ventilation, had turned off. We chalked up this outage to the planned power outage the entire San Juan del Sur area goes through on Thursday, figuring maybe they were getting an early start. We had our girls (three years old, seven months old) with us in bed and sweltered through the rest of the night. The following morning, the power came back on briefly, then went out again after about thirty minutes. We (my wife, our two little girls, my uncle and I) took a day trip and came back to the house. The power stayed on for a little over one hour this time, just enough to give us hope that the power issues were behind us. The power went out again and we settled in for another sweltering night.

I arose before sunrise and walked outside. The houses below (known as Beach House Beauty when it was listed on the market) and Casa Alta both had power. A five-minute walk in the opposite direction revealed Casa Monet had power as did Orquídea del Sur. The next day I spoke to the caretaker at length about the issues. I asked him why we were having power issues if we had a solar power system (after I heard the humming and spotted the batteries and put two and two together). He explained to me that the “solar system” had broken six months ago and the panels had been removed. The main power appears to be inexplicably running through the solar power inverter and more than likely through the batteries, as they were humming.

I asked him if the owner was aware of this and he eventually admitted that the owner was in fact aware of the issue with the power going down constantly. It was on this day, our second-to-last full day of our time here, we were told there was a generator available for us. At this point we still weren’t sure if the power issues would continue. My wife and I thought about the sound of the generator and how it would decimate the sound of the ocean way down below, but at least we’d have power. I asked him to please set it up and he agreed to do so. Ten minutes later I heard an engine start and unfortunately for us it was his motorcycle’s and not the house’s generator. Gilberto took off and I didn’t see him again until the next day. My wife tallied our time without electricity and including a three-hour spurt, we had four hours of power and communications (no cell phone reception at the house, no wifi without electricity).

We ignored the groceries we had purchased and placed in the refrigerator for fear of letting out whatever cold air may have been left and spoiling our perishables (these ended up spoiling anyways). We reluctantly went out to dinner again, an hour roundtrip into town, so my uncle and I could get wifi and communicate with our respective jobs and clients. I grew up in El Salvador both during and after its civil war and it was a rare day that the power didn’t go out. I am well aware of the fragility of the power grid in this part of the world. So you can imagine my frustration when every house in the vicinity had power except for ours. This is a completely preventable issue of which the owner is absolutely aware, according to the caretaker.

The next day, Saturday, the caretaker was there and I asked him again, more urgently, to please set up the generator. We even discussed the best place to situate it. He said, “como usted quiera” (as you wish). Not five minutes later, I heard his motorcycle start and by the time I got out there all I saw was the dust rooster tail that disintegrated before my frustrated eyes. That dust cloud would be the last sign of Gilberto for the duration of our trip. Rather than enjoy our last vacation day, we planned our first of what would turn into three trips into town (down a VERY bumpy long stretch of dirt/rock road). We had to go there because the next day was our last day, and we had to confirm our trip to the Liberia airport in Costa Rica. We had no way of communicating from the house because of the power issues.

We didn’t know when and if or for how long the power would come back so we got ahead of the issue and drove into San Juan del Sur. We were able to message the shuttle company, the rental car pick-up person, and the surf shop from which I’d rented my surfboard to coordinate. We didn’t get to confirm with everyone, so another trip was necessary before our last trip in the evening to ensure nothing had changed for the next day and get dinner (more unnecessary gas and food costs we could have avoided had the owner cared). The power was out when we got back all three times, but came on for about four hours total again. We never saw Gilberto again. We left the keys hanging by the door hoping they’d make it back to him without issues. We never got any guidance on what to do with our trash and spoiled groceries. The shuttle came and we were relieved to be gone.

How terrible does one’s experience have to be when they can’t wait to get home from vacation? We were absolutely blissful at our first rental and are completely angry with the owners and manager for what amounts to fraud. The crystalline pool shown in the Airbnb listings was so inviting and we arrived to a hornet-blanketed science experiment. Lack of power to only this house meant stress for everyone involved. I couldn’t get in touch with work clients until I went into town. My uncle was dealing with an intricate project which he dealt with as best he could with the little time we had power and our too-frequent trips to San Juan del Sur.

This was supposed to be the absolute climax of our trip and it was an absolute nightmare. The pool was unusable (the owner did offer to have it “cleaned” our last afternoon there even though I’d sent him pictures where chemicals and time were clearly needed). Nicaragua is blessed with an almost constant wind thanks to Lake Nicaragua. Many houses are shrewdly built to take advantage of the natural ventilation possibilities. The roof eaves at Casa Pablo were short-sightedly dropped down to cover the ventilation holes throughout the house, including those facing the predominant wind direction. This means you won’t get the natural cooling effect as described above. If you have power issues approaching our massive ones, you will be soaking in sweat at night.

UPDATE: The owner wrote me to say I was lying about the generator. He said Gilberto told him he had hooked it up for us. He told me he had seen the above videos (presumably tipped off when I submitted a review) and he still insisted I was lying. Why would I write to him our second full day of our stay and complain if the generator was going and all was well? Why is there no power in the above videos? Why isn’t there the loud sound generators make in the video?

The listing still up on Airbnb as of this writing.

Ripped off by Guest and Airbnb’s Horrible Customer Service

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The guests checked in at 3:00 PM. At 8:40 PM they sent me a text complaining about seeing a cockroach in a 70-year-old beach house in Hawaii. I did not see it until 10:00 PM, so I planned to respond in the morning. I woke up at 5:20 AM to find an email from Airbnb stating I had until 5:40 AM to respond. I wrote them back immediately and at 5:50 AM I received another email saying the guest had been refunded completely for their booking: $3,600.

I disputed it and contacted Airbnb immediately. After a day of them ‘investigating’ it and getting staged photos from the guests showing the house was not clean I was sent an email with a link to their refund policy. Nothing. These guests and Airbnb just ripped me off. I will never use them again. They do not look after the host of a property. Stay away from Airbnb.

Physically Attacked by Host, Still Waiting for Airbnb Response

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After complaining to my host that the swimming pool, described as “private” in the listing, was being used by their grown children and their friends (five kids between the age of 10 and 20 throwing a ball back-and-forth in a ten-meter  long pool is not exactly my definition of “private”), our host screamed at us to “get the f*** out of there” and ended up hitting my husband in the throat. We had to call the cops to be able to get out of there as the owner was blocking our car.

Airbnb’s reaction? I’m still waiting. It’s been three weeks. I had paid in advance for three nights, and spent only one there. I think it’s fair to ask to be reimbursed considering that we were forcibly kicked out, but apparently Airbnb considers it a sound business practice for hosts to pocket money in advance and then kick people out. Their lack of a reaction suggests so at least. In contrast: our host asked us for money, but did not have any grounds to do so. This complain was managed within days. So… what’s more important to Airbnb, people’s safety or money?

Scammed by Airbnb Host with Personal Problems

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I booked this entire place from a girl named Danica, in Vancouver, the Westminster area. When my boyfriend and I arrived, we followed the instructions to enter the place, but then we saw the front door wasn’t locked. We went up to the number of the suite as we were instructed by the host in the message, then we were surprised that the suite door was opened and not locked. We opened the door: the bed was a mess and looked like someone had just used the room. I went in and checked the rest of the place. There were trash bags still in the kitchen.

Then I messaged the host to ask her what happened; she didn’t answer my text or calls. I asked someone in her complex if she was home, and one girl said she was. We asked her if she could call her down to talk to us, and the girl just disappeared. A few seconds later, Danica answered my texts… so she was home the whole time but didn’t want to come down and resolve the problem. When I told her I wanted a refund, she initially agreed, then she said her housekeeper must have made some mistakes. I said I didn’t care anymore; this was just unacceptable to us. We had just arrived in Vancouver and went all the way from the airport to her place (a 34-minute trip).

Then she told me that she was trying to resolve her divorce case… excuse me? I don’t have to know about a host’s personal matters, and would we be in any position to understand her issues? I asked her to refund me ASAP, then she just ignored me. Nothing has been resolved, and I still haven’t gotten my money back. It’s so difficult to contact Airbnb customer service: I called, and no one picked up. This is outrageous, the worst experience with Airbnb ever.

Hacked After Concerns About Identity Theft

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I used Airbnb once and was pretty satisfied with it. Shortly thereafter, Airbnb required that users upload two forms of government-issued ID. With seemingly every large online business being hacked every other month, I simply won’t do that. My credit card has fraud protection, but should Airbnb be hacked and my bloody passport stolen, I think I’m fairly screwed.

I decided to cancel the account. When you try to go to account settings, you’re blocked until you upload your ID. Airbnb, of course, lists no way to actually contact anyone at the company, so I put it off. Like a fool, I forgot about it. Now someone in Poland has accessed my account. I was able to reset my password, but when I finally dug around on the web to find a phone number for Airbnb, courtesy of Airbnb Hell, they said they can’t help me access my account until I give them the credit card number I used to pay for my one trip. I can’t access my account to see which one it was, and I don’t have it on me – because both of my credit card numbers had to be changed after retailers at which they were used were hacked. I left some negative feedback on the site briefly spelling this out. I did actually get an email from Airbnb letting me know that I could cancel my account by going to my account settings. Helpful…

Homeless in Prague After Host Cancels Last Minute

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Tonight I will have to spend the night in the streets of Prague because of an irresponsible hostess. Five weeks ago I booked an apartment in Prague through Airbnb for me and my two friends. Although the hostess has cancelled reservations for other people a couple of times before, I decided to take the risk because the place and the price were excellent; however, this was a huge mistake. This woman sent me a message the night before my arrival (yesterday) telling me that she couldn’t accommodate us because she was apparently sick. It was terrible for me, of course. I told her to cancel so that, at least, I could receive a complete refund, but she didn’t. She alleged that she couldn’t do it but then she asked me for my bank account number to transfer my money back to my account plus some compensation. The whole day has passed and she hasn’t done a thing. I need Airbnb to give me a refund as soon as possible, though that is not going to fix our situation right now, at least I will get back my money.

Airbnb Nightmare in Paris Leaves Guest Struggling

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This was the worst Airbnb experience I ever had. I had booked a room at Catherine’s Hostel from February 27th to March 13th and from March 21st to April 1st. The first week everything was fine; I had a single bathroom which was quite fine and so forth. However, a few weeks before March 13th Catherine told me I couldn’t stay in her flat any longer because she had too many guests and there was no room left for me. She wanted to arrange another hostel on Airbnb for me, but the room was located in the 19th arrondissement, which is quite dangerous for someone who’s new to Paris. Even my local friends suggested I not stay there.

I’ve told her this whole situation is unacceptable: after all, I booked the room prior to my arrival and confirmed it before I came to Paris. Now I’m here but I’m not allowed to have a room? This is completely unreasonable. I told her I can’t accept how she dealt with this situation; she took a strong stand against me saying I couldn’t stay at her place, even if I had made a reservation. She said she would give me a full refund if I couldn’t deal with the change. I asked her to do so and found myself another place to stay. I was supposed to receive a refund of at least €300, but for some unknown reason in the end I got €255. I didn’t argue with her because I didn’t want to ruin my holiday mood. If you’re not fond of unanticipated situations in your travelers, I suggest you avoid this Airbnb in case of any trouble.

Left out in the Rain with no Customer Service

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I was going to Houston for a wedding. Because the official wedding hotel was the uber fancy St. Regis, I figured I would book an Airbnb across the street instead to save some money. What a mistake that was…

There were bad omens from the start. Just checking in required me to get the keys from the front desk of a building that did not actually allow Airbnb hosting, so I had to pretend to be a friend staying the weekend. The front desk seemed to have all sorts of problems copying the electronic key fob for me to use for the weekend, so it took thirty minutes just to get the keys. It also turned out the building was massive with hallways that sprawled for what seemed like a mile (everything really is bigger in Texas), so just finding the right apartment was a challenge. I briefly pondered how hard this would be later that night coming back after a few glasses of wine and decided I better try and keep it together.

Finally stepping inside, the apartment was nice enough, but the delay meant I was running late for the rehearsal dinner. What a lovely dinner it was; the food, wine, and atmosphere were splendid. After a great night, the group decided to cap it off at the St. Regis bar. I met a girl. No, she was not a prostitute (as my friends speculated), but she did make things pretty easy for me. She eventually asked if I had a room in the hotel. I couldn’t believe my luck, but had to be honest and said: “No, but I do have an Airbnb just across the street!” She went home. I guess I can’t blame that on Airbnb, but it was a painful reminder of how your cheapness can come back around to bite you.

After that, I decided it was probably time to call it a night. And so I began my two-minute journey across the street to my place, trying to remember again where in the labyrinth of a building I was actually staying. I thought to myself how ridiculous it would have been had I brought the girl back and we couldn’t find it. It immediately started to rain. Hard. Thank God I was only across the street, because I was in my suit. After the two-minute trek, I hit the key fob against the sensor. Nothing. I tried again – nothing. One more time. I start to panic. The front door staff was long gone. Clearly the problems they had activating my key fob were worse that I thought. I called the emergency number. I reached someone on the phone who explained they could not send anyone to help me until the following morning. I asked what the point of the “emergency” number was then.

I called my host. She explained she couldn’t help me because she wasn’t in Texas, and with the staff gone there was nothing she could do. I called Airbnb to see if they could find me a place. The estimated wait was over 45 minutes. I stayed as long as I could, but my phone’s battery wouldn’t have lasted that long. It was raining, I was in my suit, and it was almost 2:00 AM. I had nowhere to stay, with all my luggage in a room in a building I couldn’t access. I considered waiting around until someone walked in or out for me to follow, but realized that would only get me to the apartment door which I still would not be able to open.

Remembering that someone said the St. Regis was booked, I started to look for other hotels on my iPhone. 17% battery. It was about to go. Then it was gone. I had no other choice but to run back to the St. Regis, hoping people were still at the bar. It was empty. I explained my situation to the sympathetic people at the front desk. Fortunately there was, contrary to belief, still a room available. The kind folks gave me the wedding rate, which at that point seemed beyond worth it. They also gave me an iPhone charger. I walked into my beautiful hotel room and instantly realized why hotels are far superior: when you travel, whether you like it or not, you are not a resident but a customer. Customers frequently require customer service, which Airbnb just does not offer.

Host Requires Direct Deposit for Confirmed Reservation

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I have been traveling in New Zealand and using Airbnb. I have used Airbnb in the US, Europe and now New Zealand. Until now I have had good experiences with all my hosts, until I stayed with Richard in Rotorua. I made reservations through Airbnb and they were accepted by the host. On the day we were to arrive we texted to let him know what time we would come. He called back and told us that he had rented the property to someone else (seven people instead of two) who had paid a deposit into his bank account. To confirm, we called a second number given on Airbnb and talked to someone who said it was “no problem”: we should show up at the address and he would send someone with the key. When we arrived we found the seven other people had arrived five minutes before us and they had already been given the key. We then had to scramble to find a new place to stay at an inflated price. The people we talked to had strong Chinese accents and poor English, so it was very difficult to understand them. The only thing I can figure is to reserve with Richard you need to wire money directly to his bank account and not assume that the Airbnb reservation confirmation is real. I have never had this issue before and it was not evident from the Airbnb website or emails that there was an issue with the reservation or an additional deposit was required outside the Airbnb system. I have seen deposits required before but always paid what the Airbnb site charged, got my reservation confirmation, and had no further significant issues. After several attempted phone calls to Airbnb at +1 855 424 7262 I finally got through to a “Case Manager” at Airbnb who said they would refund our rental charges. I’m waiting for their final response to see if we should join Airbnb Hell’s class action lawsuit.

The Tables have Turned: Hosts Rating Airbnb

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On March 10th 2017, I happened to check my account on Airbnb and found that my response rating had been reduced from 100% to 50%. No prior warning was provided. It appears that I had not responded to Airbnb inquiries, but I had not received any. I set about trying to make contact with Airbnb, but that proved to be impossible. There is no contact point and no way of raising a support ticket. There is a feedback form I found on their website but after trying to write in my complaint, I got a response saying that the feedback form will not receive individual responses and it s not a support ticket. So where is the method or means to raise an individual support ticket request? It appears there is none. Airbnb is happy to take our money and dish out severe ratings but certainly does not want to hear about any problems that they may have created themselves. I tried to post the following to their feedback form, but I think this will not get any response:

Complaints about Airbnb as follows:

1. Unable to make any form of direct contact with Airbnb, almost suggesting the company is not interested in any contact from its customers.

2. Airbnb suspended my listing without any notice or threat due to my lack of response to their inquiries. However, none of these enquiries have come through in any of the methods usually deployed by Airbnb including:

a. No email indicating an inquiry was issued by Airbnb.

b. No notification alert from Airbnb.

c. No mobile phone text message from Airbnb.

However, Airbnb threatened to suspend my hosting as well as immediately reduce my response rating from 100% to 50% with no prior notification. This clearly is an Airbnb system fault and not my lack of response. I know this because customers have actually made contact with me since there was no response via Airbnb. This clearly supports the fact that it is your system that has the problem. A Google search on the matter brought up multiple similar occurrences with other Airbnb hosts. While this may be a glitch in Airbnb’s system. There is no way of contacting Airbnb to inform of the problem or get help to rectify this problem. There is no human contact available. Given this lack of response, there is a loss of customer revenue from the host’s point of view, which also translate to a loss of revenue from Airbnb. I would therefore reduce my rating of Airbnb as a hosting site from 100% down to 50%, similar to what they have given me. Unless I hear from Airbnb within the next two days, that satisfaction rating on Airbnb as my hosting site will be reduced further from 50% to 0%.