Tag Archives: airbnb bad guest

Airbnb Refuses to Pay Host Protection Insurance for Stolen TV

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I am a new Airbnb host. I started listing my property on December 1st, 2016. The first 45 days were ok: the guests were friendly, and using Airbnb helped me earn some money. However, on the eighteenth of January, 2017, everything changed. One guest stole my $600 TV. He checked in at 11:30 AM. At that time, the room still had not been prepared so I let him stay in the living room (where I keep the TV) for a half hour. I believe that he saw the TV when he was waiting for his room. Then, at 2:15 PM, I went to school. When I left, he was the only person staying in my house. Then, when I came back at 4:00 PM, I saw my TV was missing. I tried to knock on his bedroom door, and no one answered me. After I opened the door, I saw his room was vacant. That means he left my house. That’s when I knew that he stole my TV. The guest was a thief. His profile certainly was deceptive. Airbnb is always saying they are part of a community of safety, but their guests are stealing people’s property.

I want to share the horrible experience when I contacted Airbnb customer service. I contacted them on the day that the TV was stolen. The representative answered the call, asked about the situation, and then she promised me that Airbnb will solve the case and pay me. She set up a case for me and I provided the evidence. After that, I was thinking my case would be solved easily; in actuality, it was not. After two weeks, customer service contacted me and told me that I needed to set up a case in resolution center, as it was the only way to get paid. Why didn’t they let me know that when I called on January 18th? After I submitted the case, there was still no resolution to my case for two weeks.

Two weeks later I received an email stating I had not provided evidence to them so they closed the case. I actually provided evidence on the first day. I called customer service again. They said they have no information about investigations with the Trust and Safety Team, so the only way I could get compensation would be to set up another case in the resolution center. I did that, then they closed my case again today without any notice. It has already one and a half months, and I still have not been paid. Where is the trust? Where is the HPI (Host Protection Insurance)? Where are the promises from Airbnb customer service? Now I believe Airbnb’s host protection insurance and their customer service are both jokes. I am appealing to hosts who have similar cases to get together with me and sue Airbnb for their unreliable HPI. The HPI is fooling hosts.

Listed on Airbnb without my Knowledge or Permission

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This is under “host stories” but I was actually an unwilling host. A woman named Richelle rented an apartment in Vancouver from me on a 12-month lease ostensibly for herself to live in, under an ordinary tenancy agreement. However, I soon discovered she had it listed on Airbnb (and Craigslist) as a “luxury apartment”, charging $125/night in low season, under a profile name, “Ragna” (in which she appears in disguise). The ‘house rules’ in the ad advise guests to be “discreet” about their stay. “Ragna” has some 434 reviews for other properties on Airbnb – all very likely owned by people who have no idea that strangers are staying in their property over and over again. Of course, trying to contact Airbnb to have the ad removed is like going down a rabbit hole. How it can be that Airbnb would allow someone to post ads for a property they do not own without proof that the actual owner has given permission is perplexing.

Airbnb Guest Destroyed Flooring Amounting to $1,000

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My very first guest stayed at my condo for two weeks. Needless to say, I was quite ecstatic since it was my first time hosting. I thoroughly cleaned the place, stocked up up the kitchen, provided clean linen and extra towels, the works. Throughout his stay I was kind of worried because whenever I texted him he would not respond. I trusted him enough to let him have a late check out time and self check out. To my demise I walked in the unit a few hours later after I finished work and my laminated floors were all damaged from moisture. There was a huge puddle under the split-type air conditioner. I messaged the guest several times (he was on his way back to California) and got a response two days later; he admitted that he saw the leak, just simply cleaned it up with the towels, and declined to pay the measly $300 that I was asking for a cheap band aid solution. I got in touch with Airbnb and it was only then that they said I should get a proper documented estimate. I got in touch with our building’s supplier which naturally cost more. I gave Airbnb two options: one for $1,000 and another for about $1,600. They got back to me just now (I filed the complaint on February 12th, after the guest left) and the emails state that they will issue me a check for $1,000. I’m really looking forward to getting the check and having the repairs done but sufficed to say, I’ve unlisted my space for good. Just a tip: never list your space on Airbnb if you are not ready for damages and the stressful process of it all.

Airbnb Guest Snuck Boyfriend into Room Overnight

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I hosted someone from Airbnb on February 10th. He asked me if his boyfriend could check in earlier; usually I allow guests to check in at 3:00 PM but I was flexible so I let him do it at 1:30. An hour later a friend of his boyfriend came over with his things; he told us he was looking for a hotel. When I arrived that night I thought they were sleeping, and in the morning I knocked on the door at the check out time (12:00 PM). No one answered so I opened the door and found a condom in the bed, drugs, and the belongings of the friend that was supposedly looking for a hotel. They weren’t there. His things are still here, they have the key of my house, they don’t answer the phone, and I’m feeling insecure because I don’t know these people and when they are going to come and give me the key. I need Airbnb to respond as soon as possible to this abuse. I need an answer and a solution right now. I don’t want anyone breaking into my house. I can’t even rent the room with the mess that these people left in my house.

Airbnb Insurance for Damages is a Joke

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This is a real story that proves that Airbnb insurance is a fraud. Although they state that they cover all costs for any damages caused by guests up to $1,000,000, when it comes to paying they simply don’t. I have a house in Crete, Greece, and hosted a family this August. During their stay, they burnt the counters in my kitchen by placing a hot pot there. The guests accepted their responsibility, so I filed a claim for a refund. Unfortunately, the bench had to be completely replaced, as there was no way to fix the marks. This cost me 877 Euros and Airbnb replied that the cost was too high for such damage; they refunded only 160 Euros. Their response:

“We’ve determined that that you should be compensated for your losses, however your guest has offered a higher amount than what we concluded would be the appropriate amount for the damages. As such, the total that we are able to provide for the damages through your guest’s offer will be 160 EUR. I have gone ahead and processed this payout to your current preferred payout method.”

This is totally unacceptable for Airbnb and its reputation. The eventual result is that I paid 877 Euros to cover my guests’ damage and Airbnb refunded only 160 Euros, just because they decided so. I’m really disappointed by them and their service.

Airbnb Nightmare Before and After Christmas

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I didn’t want to repeat my entire nightmare, but I do not wish this drama upon anyone. This was the nightmare before and after Christmas. We feel very upset about all the effort we have made to try and accommodate this family. So here is the letter I have written to them instead of an entire story.

I hope you are having a wonderful day. From the beginning you have made it very difficult for us, firstly by arriving earlier than the time you said you would. When we tried to reach you to confirm what time you would be arriving, we were unable to get a hold of you and then you arrived two hours earlier. You left your bags outside for my friend and I to carry inside even after we told you it would rain. We have driven four hours both ways in traffic to come and remove a field mouse from the house over Christmas and our only holidays. As we have stated before, we do live in the Kogelberg Biosphere, a very sensitive and fragile environment. We do have animals passing through our property, including three-striped field mice, baboons, leopards, mongooses, and many species of birds. This has always been something our guests have loved about our home. For you to have put poison down disturbs this natural habitat (and risks killing our endangered owls). When traveling to Africa, things like this happen. These animals’ behavior are beyond our control. This is why people choose to live in my home – to be closer to nature. We do not have vermin in our home as you have suggested. We have a little field mouse that frequents the house.

This is our second time hosting with Airbnb and we were not prepared for these circumstances: namely, your son’s musophobia. You have insulted our home, and accused us of having vermin. You have ruined our Christmas with your complaining and making us drive back. Each time we have driven back to the house, you told us repeatedly that you are happy in our home and all we need to do is remove the mouse (which we still haven’t seen). You have caused us to damage our own property in search of an invisible “mouse nest”. We have cracked a hole in to my cupboard to show you that there is nothing there. We have offered as much help and assistance as possible and each time you have told us everything is fine.

We are very upset that two days before you have to leave, you now suggest that we must refund you or give you a discount. When we asked whether you were satisfied you answered “yes”. Had you brought this to our attention earlier we may have been able to come to another arrangement. However, we are very close to the end. You have stayed over peak season in our home, we have gave up our Christmas to come, help you, make sure everything is okay, and spend a lot of our time and money in doing so. We are not talking about a dirty rat, vermin, or a plague. We are talking about a little field mouse that has never before caused any problems or made himself visible when we or other guests have stayed in our home. We are happy for you to contact Airbnb as we will be doing the same. We do not wish for anyone else to endure what we have over their holidays or festive season. Unfortunately, we cannot poison the animals that live in the garden as we are at the foot of a nature reserve and with this come animals that may come into the house by accident. I have suggested that if you are so unhappy, we can collect the key. You have chosen to stay on.

Deceitful Guests with Unauthorized Dogs Given Full Refund

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I own two La Jolla, CA beach area homes that I manage.I use HomeAway and also Airbnb. I’ve been hosting and managing the properties since early 2013 and haven’t had one negative review. I accepted an Instant Book – never again! – 65 days prior for Thanksgiving: November 22nd for 6 nights. During the summer, peak season dates require a minimum 60-day cancellation notice to receive a full refund. The guests were a family of six, the renter’s name Elizabeth Razanno from Franklin, Massachusetts. Hosts should make a note of this name and blacklist her; otherwise, you will have problems. She’s a true deceitful law bender. During our chat (after the booking was confirmed, thanks to Instant Book, I specifically asked her to confirm the total number of guests, and if they would have a pet dog; pets were open to discussion, but I wanted them to declare them first.

She skirted the question pertaining to the dog. Again, I stated: “Please answer the question regarding the dog or I will cancel your reservation.”

She replied “Oh, it’s just us.” I should have cancelled her reservation… A few days before their arrival, she contacted me and stated, “Our flight doesn’t get in until the 23rd, one day after our arrival date. My daughter who lives in San Diego will be staying the first night.” A bell went off… not a good vibe.

I said, “Well, okay, but you are the responsible guest and I don’t have a good feeling about having someone other than the responsible guest entering my $2,200,000 home.” I stated, “She must be at least 25 and she cannot have any guests with her as the rental agreement states.”

She replied “Yes, she is 25 and won’t have any other guests with her.”

At 7:00 PM my Cellular Controlled Electronic Front Door Lock notified me her access code was used. I waited until 8:00 PM and arrived to greet her and verify her ID as I do all guests. I walked up as a male was unloading a box of alcohol from the trunk; the gate was open and the front door was wide open. As I knocked on the outside front door before walking in, I verbally announced myself, saying “Hello, owner.” The young girl appeared quickly and attempted to close the door in my face. I said, “I’m the owner of this house and I need to speak with you please. I need to check you in as per the listing states and the rental agreement your mother signed, may I please see your photo ID?”

At that point, two large black dogs appeared. One jumped up and with its front paws almost pushed me down the front steps. The girl had to restrain the one dog while the second was hurling itself from one sofa to the other across the living room wooden table. I immediately saw scratches in the coffee table. I was pissed off… I asked the girl, “What are these dogs doing in my home? They are not authorized, nor discussed with your mother. They are not authorized. You have not paid the pet fee, and I never would allow these types of hyper-aggressive dogs.”

She responded, “Oh, these are my dogs, your listing says ‘pet friendly.’ What’s the problem?”

I responded, “Get these dogs off my property now, before I evict your mother before she even arrives. These dogs are not authorized and your mother failed to declare them and ask permission to have them.”

The girl then said, “Oh, and what if they were service animals?”

I responded, “You and god know neither of these aggressive dogs are service animals so don’t even attempt to go there. If one was a service animal you would have informed me as soon as I walked in, and even more likely, your mother would have made it clear when I vetted her. But she did not.” I told her to get the dogs off my property now: “You can stay, but your pet dogs are out now.”

The next day at approximately 5:00 PM (almost 19 hours later, Airbnb called me and said, “We are giving the guest a full refund and cancelling the reservation from you, the host.” I went home and all three beds’ white linens were stained with dirt marks from the damn dogs jumping on the beds. Every light, every ceiling fan, the central heating, and all four wall-mounted flat screen TVs were on. I argued with Airbnb and they basically told me to pound salt. They said, “The guests said they had a service animal and you forced them to remove it.”

I have eight future reservations booked on Airbnb (Christmas, New Year’s Eve, January, February). However, I am going to terminate my Airbnb account and tell the guests to find me on HomeAway. I would never suggest Airbnb to anyone, ever.

Crazy First Time Airbnb Guest in London

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I live in a penthouse in central London and I was renting out my room; I mistakenly allowed guests for just one night. Someone decided to book at midnight for the next day and I accepted. As soon as I accepted she sent me a message asking me to light up the balcony with candles, organise a charcuterie board and have champagne on ice (attached image) – this was after I accepted and this set off massive alarm bells, (Also cheddar? Honestly, she really is that basic if she can’t ask for any other cheese). She was a total nut job. I am not a concierge.

I couldn’t cancel because of the last-minute issue. I met her and her partner; she was about 28 years old, looked nothing like her picture, and frankly was so chavy. Her partner was a middle aged man. I suspected they were getting away from the wife. Anyway, she failed to read that it was a private room and was shocked when I didn’t leave my own home. Totally ridiculous – although she looked illiterate. She got over it; they left to go out for their dinner and got home late. I was stressing out, decided not to go into work tomorrow morning, and agreed that they could check out late at 2:00 PM. In the morning, they didn’t come out of the room at all apart from one time when she came out in just a towel asking for more cold water bottles. I obliged and they went into the room, closed the door, and just kept moaning from the sex they were having. It was so grim.

I knocked on the door at around 1:00 PM because it seemed like they still hadn’t even gotten ready to leave. They left at 2:00 and told me they had left some water bottles and the keys in the room. It specifically says on my listing that there is no food or drink to be kept in the room other than water. In the room were about ten half drunk water bottles (so odd) and half a bottle of champagne that had been left over night and absolutely stunk up the whole room; it smelt like a booze den. There was mud all over the wardrobe, weird black flecks on my white walls and brown stains on the Egyptian cotton sheets from the kilos of makeup that freak uses. Worst of all, there were other stains on my very expensive sheets. I hired a professional cleaner to come in to steam the carpets and bed, threw away the sheets, bumped up the price, made the house rules clearer, and put a two-night minimum stay on my listing. I bloody hate those scumbag chavy disrespectful weirdos. The worst part is, because I’ve only been doing this for a short time, I want to keep the good reviews that I have so I’m too nervous to give her the super negative review that she deserves.

Airbnb Refuses to Pay for a Guest Who Stole Everything

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We accepted a reservation from a verified guest. The guest stole everything out of the house. I mean everything, down the broom next to the furnace. We did everything Airbnb required that we do: file a police report, make an Excel sheet of all the items taken, provide receipts for everything, and take before and after photos. It has now been a month and they continue to drag their feet. Hosts beware: Airbnb does NOT verify their guests. Get additional information from your guests: driver’s licenses, credit cards, photos of guests and vehicles. Meet every guest prior to their stay and check them out. Do not rent to anyone new to Airbnb and does not have exemplary reviews – no matter what. Believe me, the money isn’t worth it. Airbnb does not care about you, especially if you can’t make them any more money.