Frustration at Airbnb After NYC Host Lied

I experienced stress and frustration with the place I chose to stay at through Airbnb in NYC. The host happened to be a fraudulent and shameless person. Below are my comments to Airbnb. To my surprise the comments are not published, with the explanation that the message has private information. I asked to remove whatever was considered private but nevertheless, my comments have not been published. Airbnb, rather than protecting and helping the perspective clients, protects the fraudulent hosts. Airbnb refunded me 130 USD and closed the case without publishing the comments that explain the reasons for my frustration.

I do not recommend this place in any condition. It is dirty, and has never been cleaned for at least a month or more. The host was also inhospitable. I snapped a picture of the apartment’s condition for the proof of my complaint. The only advantage of the apartment is its location, but this doesn’t cover the stressf and frustration that you get staying in this place even for short time.

I paid for a master bedroom but instead I was placed in a much smaller messy bedroom, because somebody else had lived there already. The host informed me about the change of the room just minutes before my planned departure to NY. Due to my visa, I arrived three days later than planned. To my surprise, I found an apartment that looked like more like a warehouse of boxes, items, and stuff scattered all over the places. The guests are forced to maneuver between those to be able to move in the apartment.

Due to the conditions above I was not able to use the kitchen. The oven was dirty and piled up with items around it, and using a gas stove may have even caused a fire. The apartment has not been cleaned for a long time, nor was it cleaned while I was there or before my arrival. Everything was covered in a thick layer of dust.

The host didn’t sound friendly at all. Prior to my arrival I called him to confirm my arrival time. Instead of a greeting, his reply was: “Follow the instructions given by email,” which I didn’t have with me at that moment.” The host’s name and the address advertised are not the same in reality. The host is trying to hide himself (it’s not clear why and from whom). My guess is that the host manipulates guests, only to get money from them with zero investments like cleaning the place.

I suggested settlement of 50%, due to the fact that instead of the master bedroom I was placed in a much smaller room, I arrived three days later, and the terrible condition of the apartment. The reply was rude and negative. In addition, I left my shoes and asked the host to sent them back. However, the host, in spite of what had happened, requested 100 USD to send them back. Of course I refused. Attached is a picture of the apartment.

How can Airbnb Approve Properties like this?

We were very unhappy when we arrived for our weekend break which was for our son’s wedding. We felt unable to stay in this property for the following reasons. We are a couple in our early sixties and this would have been our first Airbnb experience; the company had been highly commended through our friendship group.

The single most important reason for choosing this property was because of its location and the price suggested it would be of a higher standard. The reality of the flat bore no resemblance to the image presented in the photo. Probably the best way to make this point would be through the quality of the stair carpet, the bedding, and the towels which we felt were substandard. We were going to a wedding and there was no wardrobe space for our clothes. The bathroom was of a very low standard and frankly was damp smelling.

The overall feeling we got was that this was someone’s home minus the occupant who had simply vacated it but crucially made no provision for us as temporary tenants. Absolutely everything was left in its own place. We found it very difficult to criticize someone’s home in this way but we felt that we could not stay and immediately made alternative arrangements. We do not know how Airbnb can give their stamp of approval to properties under their umbrella but we feel that if they were to make an inspection then they would agree with our opinion. We very much hope that it will be possible to receive a full refund of the monies we paid.

Airbnb Nightmare: Threatened with Forcible Eviction

I had an Airbnb reservation for a basement (entire unit) from April 20th until May 27th. On April 22nd around 9:00 PM, the landlord decided that she wanted to cancel the reservation (because I was using the heater that was in the unit). Immediately, Airbnb contacted me, and told me I should leave the unit as soon as possible or the police would force me out. I had to rush to find a place so I wouldn’t spend the night in the streets.

We (my husband was with me at that time) visited this unit on April 4th to make sure everything was alright before reserving it; I was going to live there for 37 nights and I didn’t want to have any surprises. Everything looked okay. We also asked about the heating in the unit, and the landlords said that there was no problem as there was a wall heating unit in the living room. Even when I checked in on April 20th, the landlord explained to me how to operate the heating unit.

On April 22nd, I wanted to take a shower but when I opened the faucet, some brown waste came from the tap and filled the bathroom floor. It looked like sewage waste to me, therefore I messaged the host and asked her to take a look. When she came down and checked, she said that the house has a reliable sewage system and this should have come from the city water supply.

Then she came to the living room and asked me why I had the wall heating system on. I said that because I felt cold (the temperature was 2-3 C outside). She said I didn’t have the right to turn on the heating because the electricity bill would be high. I said I told her that I wanted to turn the heating system on. She left. The second time she came to clean up the waste in the bathroom, she told me that I couldn’t stay there anymore and I had to leave the unit. I said to discuss her issues with Airbnb.

Later, an Airbnb representative contacted me and told me that she had cancelled the reservation and I should leave the unit as soon as possible. I told her that I would find a unit tomorrow and will leave (I was very worried about my health with the sewage issue), but she said that I had to do it tonight or the landlord could call the police, and they would force me to leave. Mind you that this was 9:00 PM on a Sunday. I finally found a hotel at 10:00 PM and left the unit. I had to pay a high price for the unit because I was reserving at the last minute. This event has caused me so much stress that I couldn’t work for several days, and even remembering those events causes me trouble.

The next day, I sent a message to Airbnb and asked how they could force someone to leave the unit or threaten them with the police. This is totally unacceptable. If I have a reservation, I can’t cancel it without paying a high cancellation fee, but Airbnb can tell the clients to leave at 9:00 PM on a Sunday night or threaten them if they want to. The unit has serious sewage issues. It will threaten the health of anyone who wants to live there.

The following are the first messages that were exchanged between me and the Airbnb representative that night. She first called me but I couldn’t hear her, so she messaged me on the Airbnb website.

Agent:”I do apologize if you could not hear me. Your reservation with [host] is ending early. Please leave the listing as soon as possible. I have sent you an email that gives you the option to rebook or receive a full refund. Please let me know if you need rebooking assistance.”

Me: “Hi, I will think and let you know tonight. Thanks.”

Agent: “I have just tried giving you another call but was unable to reach you. Please let me know what time you can get out of the listing. If you don’t leave she has the authority to call the cops.”

Agent: “Are you leaving the listing now?”

To Effect Change, Just Don’t Use Airbnb

I really think that the best way to effect changes in the Airbnb system is to simply not use Airbnb. Money talks. I will never again stay at an Airbnb property. I discussed my concerns with a live agent from Airbnb and she confirmed that there are no site visits to the properties and no real training is provided for hosts. Not everyone is suited to be a host, plain and simple. Properties need to have standards enforced since some hosts just don’t know how to provide a safe, clean and comfortable environment.

My most recent stay was in a very cute converted garage (built around the 1940’s) which I do not believe had any insulation. The space was very hot despite using the fan provided. Many of the electrical outlets were apparently original to the garage and were so worn out that some could barely hold a plug without it falling out; this is a fire hazard because a loose outlet can produce an arc if it can’t make solid contact with the plug. Also, the housekeeping staff heavily oiled all of the varnished wood tables (you don’t oil sealed wood furniture) so that I had sticky oil all over my fingers, laptop and the mouse. There was hair in the shower, and the bath exhaust fan was so filthy that I couldn’t figure out how any air could pass through.

This was my second experience staying at an Airbnb facility; my first experience was better, except that the mattress and box spring were directly on the floor (no bed frame of any kind.) Hosts need to be trained and the lodgings need periodic inspections. Of course Airbnb will never do this because it costs too much.

Desperate Situation After Airbnb Refuses to Answer

I made a reservation on Airbnb for seven weeks in Paris as I was doing an internship there. On our arrival, we noticed that the apartment was a bit dirty and very stinky (cigarettes) and noisy (neighbors). Tired from our travels, we did’t want to make a fuss so we cleaned a bit by ourselves. When we got home at 9:30 PM after a long walk we realized there was no cover for the two-person bed as written on the description. We had to buy one (70€) for our first night. We tried to contact the host but there was no reply that day.

We contacted Airbnb the next morning. They tried to contact our host but he made no effort to find a solution or give us a refund; he denied the facts. There was no hairdryer as described too. On the eighth day, we discovered something else: cockroaches. We couldn’t stay there anymore and made a reclamation on the Airbnb website. They told us we could cancel our reservation and make another reservation. They also promised us we would get a full refund for the nights we didn’t spend there (1000€). That’s what I did; I made a reservation for another apartment (2500€) but my refund was only 39€. I couldn’t believe my eyes. Since then I have been trying to reach them by phone and messaging to get my money back but there has been no answer. I’m quite desperate…

Airbnb Did Not Have What it Said in the Listing

This Airbnb did not do what it said on the website. First of all, the photo showed a lovely high property with a view; it turned out to be taken far above the property and in reality the view was a grubby looking high fence with a building behind it. The listing advertised: “There is one other professional living in including me. All are working full time and pretty chilled. There is Netflix and a big TV so you can entertain yourself. It’s a big three-bedroom house so you can enjoy your space there.”

Reality: while the host was at work, his non-English speaking parents turned up looking puzzled. They were home all day and night and had Indian TV on so I couldn’t use TV in English as they didn’t understand it. We were in the lounge the whole time.

The kitchen was minuscule (only one person could fit at a time) and his mum was frowning at me when I was trying to make space in her cupboard for my food. The stairs were so narrow I could hardly get my case up them (good thing I’m not extra large) and so I spent the whole first evening stuck in my room watching stuff on my iPad. I went to wash my coffee cup and was appalled by the state of the dishbrush with loads of ingrained dirt and muck on it. The bedroom had no towel and when I asked for one, the host’s father didn’t understand and had to ring the host. Everything was covered in dust and there was a beer bottle left in the bin.

I messaged the host to cancel the reservation he said he totally understood and I’d get a full refund. However, in the morning he was arguing that I should still pay for the night and also I’d have to pay a service fee to Airbnb. We went on the Airbnb website to cancel. He said he didn’t want to do it himself because it might affect his reputation. He tried to get me to use ‘guest extreme circumstances’ to cancel so he wouldn’t be shown in a poor light. I refused.

He said I had a kitchen and TV… so why was I complaining? I said I didn’t understand Indian TV so I couldn’t watch what they had on (all night) and I certainly wouldn’t barge in and grab the remote to do so when they didn’t understand English TV. He was not happy. I pointed out that he said on his listing there were two professionals out all day – nothing about a family inside all day. He didn’t see the problem.

I tried to contact Airbnb all morning. Of course their site has you going around in circles. They obviously make it as hard as possible to make a complaint. They tell you to click on their ‘contact centre’ for help which actually just puts you back in touch with the host. I’m not impressed and still trying to contact them.

Charged for an Airbnb Property I Couldn’t Use

Have a laugh at our expense; look at our holiday album. This property is advertised on Airbnb as lovingly maintained with modern amenities. I am a retired front line emergency worker with experience in public health and safety. I believe this property is a fire and health/safety hazard. Airbnb continues to advertise this property, and to add insult to injury, they keep sending me a link to book it.

We arrived to find an unsafe, ill maintained, dirty property, as per the attached photo album; please view it here. Within an hour of our arrival I walked through the rooms with the host and pointed out the issues and my concerns. She couldn’t see what the problems were; nobody else had complained and in fact Airbnb had taken the photos and approved the property. At this point I knew I wasn’t going to get anywhere because this was a blatant lie of how this advertising platform works.

Within three hours of arriving I notified Airbnb that were leaving to go to alternative accommodations the following morning, the earliest time we could leave. I took photos – some on my mobile, but the majority on my main camera retained on a SD card. I checked with Airbnb if requesting a refund was a time sensitive submission of material. We were told to get the majority of photos to them as soon as I could.

To cut a very long story short, we cancelled and moved out by 9:00 AM the next morning. Because I didn’t detail my conversation in full with the host on my email thread and couldn’t submit all my photos to Airbnb within 24 hours, I could only get a refund of 30% of the nights we didn’t use, not the full large refund that I believe with all good faith I am entitled to. This means I have been charged £450 to not stay in this pit.

Airbnb customer service is woeful. They do not answer messages, and have now closed the case with no independent arbitration or opportunity for dialogue with a middle manager. More importantly, people will still be paying hard earned cash to stay at this property and may not have the appetite for complaining or tackling a dishonest host.

Airbnb Believes Lying Guests With No Proof

I am a Superhost and have 12 properties on Airbnb. I had a couple arrive one hour late and so they had to wait for me for 15 minutes because I was fixing a plumbing leak. I greeted them and offered to help them carry their bags but they were nasty. I usually go in and walk them through the entire place. I sat down and opened up my instruction book and they made it clear they wanted me out of there. The husband was rude and negative about anything I tried to say.

I left and sent them an email apologizing, asked if the place was okay, and to let me know if they needed anything. I was in a condo on the same property two minutes away. I never heard from them. If they saw me and I said hello, they said nothing. Now I have asked if anything is wrong and they didn’t care to tell me.

The couch has an old sofa bed and I don’t advertise it as a sofa bed. I say the unit comes with a queen bed. Well, as I suspected, they reviewed me on Airbnb saying that the dishes were dirty, the floors were dirty, the sofa bed was uncomfortable (they were husband and wife), and there was pee by the toilet. When I walked in with them none of this was there that I was aware of. The same day I asked if there were any issues and they didn’t respond.

How does Airbnb allow reviews like this when I clearly communicated with them the very first day but they refused to talk to me? There needs to be a policy where Airbnb tells the guests that they must first communicate with the host immediately with any issues. Allowing them to post lies should actually be considered slander. Airbnb is ruining our reputation and eventually this will be a big problem. They also had the nerve to send out these automated messages telling me that my place has been rated a 3.5 which could be a problem for me.

Disgusting, Unsafe Accommodation Forces me to Leave

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There were some issues at my Airbnb property: an unsafe environment, and unclean accommodations. It was not as described. Sadly upon arrival at the booked accommodation I was greeted by what I can only describe as the British version of Beirut. Within the property I found a substandard and not as described room which was unsafe, dank, dark and dirty. In all honesty my heart sank at the rundown room that I discovered was where I was to stay, with a balcony door that led out onto a definitively questionable easy to access area of disrepair with a lock that wouldn’t keep a Care Bear out, let alone a rapist at 3:00 AM. I have never felt so unsafe in my life.

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Upon checking the rest of the facilities, I discovered wires hanging from the ceiling and walls, a garden with rubbish bags, a fridge full of expired food and quite frankly disgusting fermented urine within the toilet; that musky aroma overpowered my nose and sent me to tears. A public toilet was cleaner and safer that the property that was meant to be of a high standard.

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Due to the panic attack that ensued and the pictures I took, which horrified one of my friends in Scotland, they swiftly booked me into a hotel as it was so bad there was no way any of us would of been able to sleep due to fear of my safety. The bed sheets appeared stained and mucky, the curtains were damp, and the whole flat was a safety risk with the lack of security and exposed wires above what I can only assume was meant to be considered a dining table.

This, regardless of Airbnb’s terms and conditions, is not acceptable. They have failed to provide a service to a reasonable standard. This also falls under the remit of not as described and failure to provide a standard of reasonable care to a service user. I’m requesting a full refund as well as compensation for the Uber and hotel room that was required due to Airbnb’s safeguard failings for which both receipts of which are included. I wish this matter to be resolved in a timely manner. If this is not resolved within 28 days I will be pursuing a legal case via small claims for all costs incurred while attempting to use Airbnb as well as compensation for the stress.

Absolutely Filthy and Unhygienic Flat in Edinburgh

I booked a stay for myself and my friend in a flat in Edinburgh hosted by a young couple. They were very nice in the messages exchanged, and when we got to the flat they were very friendly, kind, and accommodating. When we were shown to the bedroom, I could tell immediately that the floor wasn’t vacuumed because of the huge clump of brown hair in the middle of the floor plus all the lint everywhere. My friend and I tried to look past it because of how nice the hosts were.

Sadly, the immaturity of the hosts, and the filth of apartment making me physically ill caused us to check out two days early just to GTFO. As the days went by, things started becoming more and more distressing, but my friend and I really did our best to overlook the issues. First of all, the hosts are a Finnish woman and her much younger fiancé who is 23. I do not have any issues with age differences – in fact, I welcome them – but her spouse had all the maturity of a 15-year-old boy.

The first problem that came about from our stay was watching the terribly disrespectful dynamic between these two. The “Man Child” was exactly that; he refused to clean up after himself (he would leave his mess everywhere and wait for his girlfriend to clean once she got home from work), he somewhat proudly professed that he only eats chips (i.e. French fries), chicken nuggets, canned beans, and basically junk food, and he would stay at home all day on his days off or when he got home from work, sitting in the same spot in the living room, playing video games and yelling profanity at the TV screen.

I did not have much of a problem with the girlfriend because she was nice enough, though spineless. The Man Child completely ruined the stay because the apartment was absolutely filthy and it was mostly his doing. He expected his girlfriend to clean up after him, but she was only one person. He always left a perimeter of garbage (empty snack bags, take out bags, multitudes of empty Coke cans) and smelly dirty plates, bowls, and dishes around himself in the shared living room. What’s worse, is this guy expected guests to sit with him in the shared living room and socialize amongst his filth. The odor in the room was terrible. It smelled of whatever greasy food he ate, fart, feet, unwashed male, dog, and overall stagnation.

On their Airbnb profile, they asked that you clean up after yourself and respect their home. My friend and I did exactly that, but it’s difficult when the hosts themselves do not do the same. Man Child often left his cans of beans in the kitchen sink, and then he would emerge from his spot in the living room to greet you while being oblivious to the bean stains on his T-shirt. What’s more, the bathroom was always covered in brown hairs that obviously came from Man Child because he was the only person with brown hair. There were strands of brown hair all over the shower walls, and curly brown hairs scattered everywhere (which I sincerely hope were beard hairs) on the counter and bath tub.

Sometimes Man Child would mistakenly not close the door to their bedroom, and sadly we had to see the state of where they slept. It’s reminiscent of the bedroom of an angry and unhappy 13-year-old girl: piles of clothes literally everywhere, things and stuff strewn all over, and drawers that were broken and left like that. Holy slob, Batman. Watching the man child make his girlfriend do all the “woman’s work” was pretty unsettling. He straight up said that he would not do dishes. He did not do anything to help unless asked. I heard too many times his girlfriend asking “Man Child, come back and put the milk back in the fridge,” “Man Child, take out the rubbish,” “Man Child, put these away,” and so on.

The worst was one night when the girlfriend was making him dinner consisting of baked frozen French fries. When she had her back turned to Man Child (because she was doing the dishes) he took all the fries and left none for her. Her reaction was outraged yet restrained because we were sitting in the kitchen viewing the whole ordeal. I really liked this woman, but she allows herself to be blatantly disrespected like this, and of course, we cannot say anything to her; we are not friends, we are guests that paid to stay in their home.

Now, moving on to why we had to check out early, their apartment was so disgusting and dirty that I was getting progressively sicker. This apartment did have a big dog, and I do in fact have a pet allergy. Weeks before I got to Edinburgh I got in contact with the female host and asked if I would be okay in her home. She assured me that their dog was not allowed in the guest bedroom, so I made the booking falsely assuming what she said was true. I have stayed in other Airbnb’s with pets, and I managed just fine with one Claritin.

At this pig stein in Edinburgh, I found myself being consistently congested despite taking the meds, and I ended up developing a terrible and persistent dry barking cough that isn’t part of normal allergies. I was becoming more and more desperate to ask if I could vacuum their floors because I knew they were aggravating my allergies since who knows when they were last vacuumed. The carpets in the hall, the shared living room, and even the bedroom I was staying in seemed to have a thick layer of dust, dirt, hairs, and general filth. I kept telling the hosts that I am not allergic to dog hair, and I am allergic to dander. The hosts did not care.

For days I longed for the floors to be vacuumed because I knew it would make me feel better. Man Child kept saying “tomorrow I’m going to vacuum” and unfortunately I believed him. The false promise of cleaning started on a Thursday, and on Saturday I was so unwell that I was bedridden. My wheezing dry cough physically exhausted me, my eyes were red and swollen that they were nearly shut, and I ended up taking too much Claritin that it made me feel not like myself.

On Sunday morning I had had it. I went into the shared living room where the two hosts were hanging out, and I demanded that I (as in me, the person who paid to stay in their hovel) vacuum not only the guest bedroom, but their entire flat. The girlfriend immediately screeched “Man Child!” because he was supposed to do it. I insisted that I can do it, but the girlfriend firmly told me that she had asked Man Child to do it so therefore he has to do it. Man Child did vacuum then and there, but he also fed me the excuse that “I was too tired last night” several times despite me being very vocal about being so unwell.

Once the floors were vacuumed I miraculously recovered. I was better. No more coughing, no more wheezing, and I was myself again. I was so thankful, but then I faced the horrible realization that it was their general filth and squalor that was making me so sick, not their dog. In fact, the dramatic colour change of the carpets once vacuumed thoroughly disturbed me. At that point I was absolutely disgusted and appalled by the conditions they live in when they have paying guests. We only stayed at this apartment for three more days, and my friend and I decided to not be there as much as possible and to try and avoid socializing with Man Child.

That night I cooked a simple meal for my friend and I because I finally had the vigor to do that after being so sick. While we were eating, we had the misfortune of hearing both hosts doing some kind of lackluster sex game; the girlfriend was squealing loudly, and at one point Man Child had her over his shoulder and they came into the hall to display themselves. We did our very best to ignore them and try to enjoy our meal, but then the girlfriend called out to us to purposefully get our attention and ensure that we could see them. Gross.

The next morning came the final straw. I got out of bed at 10:00 AM and went to their bathroom. The toilet had shit all over the bowl, and flushing the toilet did nothing to remove the excrement. That was it; it was too much. Leaving a shit-encrusted toilet for your guests is just too disrespectful. What do they expect their paying guests to do? Clean their literal shit?

The hosts were not home. The flat is located 20 minutes walk away from a Tesco, and my friend and I actually walked to the public toilets there rather than use their unsanitary toilet. My friend and I decided to just book elsewhere and get out of this terrible flat. I tried to contact the hosts, and I really wanted to speak to the girlfriend because she had the maturity that Man Child obviously lacked. I left messages on Airbnb for them to contact me or my friend asap.

Unfortunately, Man Child called me, and I had to explain to them that we are checking out early because their flat is too disgusting with its filth and squalor, but the shit encrusted toilet is blatantly disrespectful to their paying guests. They cherry on top? My friend and I went into the shared living room that day and there were piles of dirty dishes, glasses, and empty ice cream containers everywhere, plus a pair of dirty panties on the floor that were obviously peeled off then and there. What were they doing in the living room? Not that it matters, but they obviously do not clean the couches after…. gross.

On the phone with Man Child I told him that we would come back at around 6:00 or 7:00 PM to return their keys and that we need to have a discussion. Both of the hosts were so nice in the beginning, and we did sit around and chat often enough. I decided that we owe them an explanation as to why we were checking out early, and also because I had a sliver of hope that if we confronted them about their unsanitary home they might change their ways.

We arrived promptly at 7:00 PM to find both hosts sitting in the living room surrounded by the same exact piles of dirty plates, glasses, and empty ice cream containers that we discovered that morning. Man Child left this situation entirely to his girlfriend and handled it like a 15-year-old boy in trouble; he sat there not making eye contact with us, and not contributing the conversation. The poor girlfriend sat there turning more and more red listening to us explain to her that her house is so filthy and unsanitary that it made me physically ill, therefore, we have to leave. She only averted her eyes when we mentioned the dirty panties. The most uncomfortable part of the whole confrontation is that neither of them apologized, nor offered an explanation or even defended themselves. We checked out early, and we did not receive a refund. It was worth losing money just to get out of the insult that is their home.