Let me start by saying I had been a Superhost for two years when this incident happened. I had never been given a bad review, either from guests or from the hosts of places I’ve stayed in over the years. I am neat to a fault, and take pride in leaving a place in better shape than when I arrived. I even make the beds before check out at hotels and straighten the towels. Excessive, yes, but that’s who I am.
A few months ago I traveled to LA to meet up with a best friend who came down from San Francisco for the week. I had booked a bungalow in West Hollywood that looked cute and clean in the photos. Unfortunately, I didn’t look at the reviews at this time and there were a few that talked about the shortcomings of this property, always with a snide response from the owner.
The owner and his property manager seemed attentive at first. When we arrived we realized there were no hand towels or washcloths in the bathroom, so I walked over to Target and bought some. When I told the property manager, he was apologetic and offered to reimburse us. I told him it wasn’t necessary and not a big deal.
The beds seemed clean and comfortable and there was air conditioning, though the window units and their filters were caked with dust and rattled. I removed the filters and washed them to improve the functionality of the AC, as the units were old and struggling. Still, this seemed reasonable and we were fine with the place.
A few days in, my friend went to take the trash out to the bins in the front yard/courtyard. She realized that all the giant-sized garbage cans were full, as well as the recycle bins, and a few were overflowing with pizza boxes on top.
At this point we realized we had a problem because we couldn’t take our garbage out. Again, I reached out to the property manager (at this point the owner had stopped responding to any emails or texts) and explained to him the issue. He was apologetic and said he would contact the housekeepers.
When we heard back from the property manager, he claimed that the owner was out of the country and unreachable — is that even a thing these days? — and that he was out of town on business. The housekeepers were too busy to come take care of the garbage, so there was nothing he could do. We put our garbage next to the bin at his approval.
Meanwhile, we enjoyed cooking and had stocked up at the grocery store. We soon realized that there were no food storage containers in the apartment, so we would put our leftovers into bowls with saran wrap or a plate on top (this will come in to play later). There were several important kitchen items missing (too many to name), which was inconvenient but we dealt with it.
As one of the other reviews said, the dryer was being held together with tape and it took effort to close it just right so it would work. At least half the lights in the apartment had burnt out bulbs; we were both trying to work during the week, so that was difficult. There was no caulking in the shower (which will also come into play later). Still, we were willing to stay and make the best of it.
As you can imagine, the day after we left our garbage next to the bin outside we discovered that a critter had gotten into it. My friend let me know and I went outside to check it out. At this point we were losing patience, and it was also becoming very uncomfortable. I came back inside to talk with her about the garbage situation, and looked down to see a cockroach the size of a lighter on the floor. It was broad daylight.
Well, that was it. We only had two nights left on our reservation but I couldn’t imagine going to sleep knowing that the place was infested with cockroaches (apparently if cockroaches come out of the walls in broad daylight it is indicative of a much bigger infestation within the walls and floors). The research I did told me that where there’s moisture, there are cockroaches. Cut back to the uncaulked shower. My guess is that the bathroom walls and floors were full of moisture.
Whatever the reason, we were ready to go, so we got to work preparing the place to leave. We read and reread the guidelines and did everything on their list. Remember how I said there were no food storage containers? Well, there were several dishes in the refrigerator holding our leftovers. Ordinarily we could put the leftovers in the trash and put the dishes in the dishwasher, but we couldn’t take the trash out.
This posed a problem so I reached out to the property manager once again and explained the situation. He told me, in writing, to leave everything in the refrigerator so as not to fill up the garbage can with food in the kitchen. That’s what we did. Everything else was spotless. We left the sheets and towels where we were asked to, we put all the other dishes in the dishwasher and ran it. Swept the floor, wiped the countertops, straightened the couch pillows. You get the gist.
At this point we were apprehensive about putting more garbage out by the overflowing bins (out of courtesy), so we made one fatal mistake: we left a small bag of non-perishable garbage just inside the front door. To be conscientious, we turned off the air conditioners as not to waste their money air conditioning a place that would be vacant.
Unfortunately, it was this decision that gave the owner and property manager what they saw as a reason to fight me on my claims. It was extremely hot during the day, and by the time the house cleaners got there, the garbage that was inside created an odor. This is when the owner began to chime in again, only to shame us by dramatically going on about the “stench“ in the house and how upset the house cleaners were when they got there. He began making false claims and that’s when I discontinued communication with him and the property manager and tried to go through Airbnb.
Honestly? It was my experience with Airbnb that had me the most upset. I called every day for seven days. Each time, I spoke with someone who was in another country and working from home. I could hear babies crying and dogs barking in the background for every employee. I explained my story and sent all of the photos to one representative. He explained to me that he would contact the host and hear his side and then make a decision. That was the last I heard from him. I couldn’t get him to answer any of my emails after that.
As it turns out, there is not an option to speak to a supervisor at Airbnb. When you speak with one of the people who answer the phone, they explain to you that they will email the supervisor and have them call you. I was told this seven times and never received a call back. Not one. The owner leaned in heavily with his lies, saying that we left the place in disarray and it had a stench. He ended up agreeing to reimburse us for one night, removing over $100 for a deep cleaning fee. I had to pay for a hotel for the last two nights in addition to one night at the bungalow. It cost me over $1,000.
I couldn’t believe that this major business wouldn’t respond to one of their Superhosts and offer me a reimbursement (a drop in the bucket for them). I had photo evidence and screenshots of my text messaging with the property manager and owner — what more could they possibly need? My guess is that they didn’t even consider it – I’m sure it never even crossed the desk (or computer) of a supervisor. I felt ignored and completely invisible around this issue, but there was absolutely nothing I could do.
I was afraid to leave a bad review because honestly I felt traumatized by the vindictiveness and cruelty of the owner and property manager. I regret this, but it’s too late.
I withdrew my home as an Airbnb destination and closed down my account. I ended up finding a review that someone left about the owner as a guest. It was awful, and I believed every word. He is an opportunist with several properties on Airbnb that I am sure are as neglected as the one we stayed in. He paints a picture of the apartment as a cozy home but it’s a money making scheme and he won’t hesitate to screw you, along with the powers that be at Airbnb.
