Tag Archives: airbnb locked out

Fraudulent Charges without Record of Receipt

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Recently I was charged $2,800 by Airbnb: $1,800 for a booking and then two “mysterious” charges of $499 each which were not linked with a booking on their platform and for which I did not receive a record of receipt or any record of the charges on their platform whatsoever. Airbnb has thus far refused to provide a record or receipt of these charges. I received a refund for the charges, but was not provided any information on their basis or cause of the charges, and the charges were somehow linked with a mysterious login from California into my account. It would have been impossible to make these charges through an external login and so it must be assumed that these charges, two charges of $499 each, were made internally without cause through their payment processor.

Airbnb also erases records of logins from the consumer-facing portal once it is discovered that the login is fraudulent, thus erasing your ability to log the history of such. So I have no ability to show that the charges were associated with a separate login to my account, but I could honestly just provide this other information as well as the arbitrary nature of the booking (a booking for December made in May, seven months out). I’m considering suing Airbnb for breach of fiduciary duty.

MIA Host, Double Booked Room, and Guest Climbs Through Window

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After hours of the host being unresponsive, another resident of the unit let me in the apartment, then broke into the room through the window AC to let me in (this guest does work for the host). The room was double booked. When the other guest arrived he was belligerent and said he’d call the cops on the host (and presumably also me). All the host ever said was “can I call you back later?” via text message.

I had to extricate myself from the situation and get a very expensive hotel room at the last minute. Airbnb’s phone support agent did not help me with this but simply gave me a $128 coupon, which was borderline offensive; the refund itself might take three weeks to arrive. This host also has a long history of plain awful and unsafe behavior and they still allow them on their platform.

I’ve used Airbnb for many years. This year alone I’ve spent $12,000 on the platform, but I’ve had enough. I will stop using Airbnb because of this incident (other than during my confirmed, upcoming reservations which I can no longer cancel, unfortunately).

Locked out of the Building by the Neighbours

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I stayed at an Airbnb last year in a small town close to Thessaloniki, in Greece. There weren’t many choices, so I chose one that had the most good ratings and was nearest to the beach. I’m a single woman in her 40s —not someone who’s having parties or blasting music all night. The host was a surgeon and was generally in Athens. He wouldn’t be there to meet me, but he left detailed instructions on where to get the key to the front door of the building, and then, once inside, to the apartment. So far so good.

The building was in good shape and the apartment was decent. The television and satellite weren’t hooked up, so there was no cable/streaming or wifi. The host promised to send someone to fix that the day I arrived. That didn’t happen, but as I was only there for three days and wanted to be out and about I wasn’t too bothered. I did notice what felt like hostility from the very few other residents I encountered that I just tried to ignore it.

The second day I was walking back from dinner in town and saw a couple outside the building next door and said hello. They spoke a bit of English and were curious about who I was and where I was staying. When I told them, they seemed really surprised and said “But he cannot do that. The building does not allow this and he had a lot of trouble last summer.”

I told them I was leaving the next day but that everything seemed okay. I had booked a car to the airport the final day at noon, so I went down to the beach around 10:00, with a plan to come back up at 11:30, have a quick shower, throw on my clothes and leave. 11:30 came and I walked back up to the property, wearing a bikini and sarong and found, to my absolute horror, a brand new lock on the door to the building… and my key no longer worked.

I rang all the doorbells; no one would answer. Several residents came onto their balconies and shouted down at me but no one would unlock the door. I rang the host and left several messages with his PA. I tried ringing Airbnb, who were worse than useless, telling me that the host was entitled to change his mind about letting me stay. They seemed to totally miss that it was the end of the stay and I just needed to leave.

The car showed up. I had to pay him EUR 100 cash to sit and wait (small town, no cabs, I’d booked him in advance and if he left, I’d miss my flight). Finally, around 1:15, the neighbours I’d spoken to came home and saw what was happening. I pleaded with them for help and they finally convinced a man in the building to let me in to get my things. That man stood there and literally watched every move I made. I couldn’t even change my clothes because he wouldn’t let me close a door. He gave me five minutes to get out.

I never got any joy with Airbnb. Their view was that I’d stayed as planned. The host finally rang me as I was en route to the airport and absolutely reamed me for ‘being mean to his PA and calling repeatedly.’ Never mind that he was prohibited from renting on Airbnb or that I’d been locked out in a bikini for almost two hours. Or that his neighbours were so angry they changed the locks on the building. When I left a review reflecting this, he left a response saying that I had parties every night, the neighbours called the police because we were using drugs… all made up of course. Never again.

No Key? Just Open the Door with a Knife!

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I booked a whole apartment for a COVID-safe stay for work at the beginning of 2021. The host told me to contact her through her private telephone number so all communication was done through Whatsapp messages (she refused to pick up her phone and didn’t answer her Airbnb messages until I’d Whatsapped her).

I arrived at the address and the key wasn’t there (but three other useless keys were). She refused to believe that I was using the keys properly until I showed her a video of me trying to open the door. She then sent a cleaning lady who couldn’t open the door with the keys either. Then the cleaning lady borrowed a butter knife from someone in the other apartment and tried to force open the door, telling me that this has happened before.

I messaged the host (who still would not answer her phone even though she was calling the cleaning lady) and she said go to Airbnb for a refund. Airbnb said there was no aggravation to the case, and that I wasn’t entitled to a refund even though their website clearly states guests should be refunded when there is no access to the listing. The case went into mediation and the host said it wasn’t that alarming.

This is so ridiculous, I can’t believe it. It’s such a scam. Do not go to this listing. The host also refuses to let my review go up by not reviewing me in return (How could she? I have never stepped foot into the apartment).

 

Airbnb Might Seize my Payouts Should I Die of COVID

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Airbnb has blocked my access to my payout and transaction history for eight months, and they refuse to explain their so-called “security reasons” for removing my accounts. Perhaps they’ve taken this illegal action during the pandemic in the hopes that they can seize my payouts if I die of COVID.

Finally, on Dec. 7, Airbnb gave me access to my account. However, the transactions of those not paid, i.e. the payouts I was supposed to receive were still blocked. The last time Airbnb showed me those transactions, my payouts were $19,000 — an inaccurate, low amount. Now that amount has dropped to $14,000.

I have made numerous requests by phone and email for my money, which I was saving for my sons’ college tuition. Airbnb’s unprofessional and illegal actions have disrupted my filing my taxes, getting my stimulus pay and filing for unemployment, and has contributed to my depression.

Airbnb Needs to Offer More for Bad Hosts

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Our flight was delayed two hours so we eventually rocked up near our Airbnb apartment in Amsterdam at 23:30, cold, wet, and tired. We were in apartment #79. We found #77 without a problem but that’s where the numbers stopped: in place of #79, there was a restaurant. Unsurprisingly they wouldn’t accommodate us but suggested #79 was in the opposite corner of the square (it wasn’t).

No worries. We called the host (who had been s%$t with his communication anyway). There was no answer via phone, Airbnb, Messenger, fax, carrier pigeon, or two cans with a bit of string tied between them. With the assistance of some very helpful locals we decided the property was one of two things: non-existent or well hidden.

S$%t happens but the real issue was Airbnb’s response. We obviously rang, waited the obligatory 15 minutes, and got the helpful “we’ll ring you back.” Waited. 00:45 (in a strange town, twenty minutes outside the centre). Waited. 01:05. Called again. “Case manager has gone home.” 01:30 called again: “Please help”; “A case manager will call you shortly.”

We gave up and dragged our luggage for another half hour to the nearest hotel we could find that would let us in. Hotels are not cheap at 2:00 in the morning.

We we were lucky. It was a nice town with nice people, and we were old enough to be unfazed. Imagine being young, scared and lost in a less convivial place. Airbnb needs to offer better security if their hosts let you down. A call back in the morning and a refund just isn’t good enough.

Darling Harbour Penthouse Airbnb Nightmare

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We had two families (six people) staying in a penthouse suite in Darling Harbour, Sydney to celebrate the wife’s 52nd birthday properly. We were travelling six hours to get to the property. After checking in, we decided to go out for dinner, and headed back to apartment at 11:00 PM.

We found that the lift was broken and non operational, so we called the host (no answer). We tried to use the fire stairs to get to the 6th floor with no luck as it was locked from the other side. We tried a couple of locksmiths, but because it was a fire door they couldn’t touch it. We called all the emergency numbers and the host again (no answer).

We then called called Airbnb and explained the situation. We also explained that in the property was heart medication and medical equipment that we needed access to. Airbnb then advised us they would contact the host. At 11:34 PM Airbnb advised us they could not contact the host and they would keep trying. We again explained we needed access to meds/equipment and advised us to find a coffee shop while we waited, saying someone would contact us soon.

At 1:25 AM, there was still no reply from Airbnb or the host so we had to find alternative accommodation with only the clothes on our back and no access to our meds/medical equipment. After finding some emergency accommodation for the night, the next morning I received a call from host apologising after reading my messages and stating that he was asleep. This was a complete joke; we had vital medication/equipment that we could not access, we had absolutely no help from the host, and we had no help from Airbnb.

We are out out pocket with additional expenses from finding emergency accommodation, and its been two weeks since anyone has got back to us from Airbnb after promising we would get a call. All this can be verified as we have transcripts of our conversation, even a message from host telling us how much of a disaster it was for him.

The Airbnb Amityville Horror in Holbrook

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The place was in a reasonably quiet neighborhood in Holbrook, NY (Long Island). The price seemed reasonable (before I found out why it was so low). After instant booking, the host sent a novel’s worth of questions that were already answered in my booking. I reiterated all the answers verbatim from my booking. I got the sense that either the host gets a lot of people who jerk him around, and/or he doesn’t understand how to use Airbnb to set the expectations for a clear-cut host/guest stay.

In any event, I ended up requesting the day of my check-in to show up earlier than the agreed upon check-in time as per Airbnb. I received no response, so I slowly headed over, given I was provided full check-in instructions.

I got to the residence, and entered the room easily. However, I noticed the room had a strong, overwhelming smell of vinegar (either the paint, cleaner, or both). Also, the air conditioner unit in the wall was caked with dirt inside it.

I was exhausted from walking across town from the prior Airbnb (it was a really nice day and I needed the exercise), so I decided to take a shower. I walked in the bathroom, and the first thing I noticed was the bathroom window was the size of a person, both horizontally and vertically, with no curtain, blinds, or other visual blockage.

The neighbors, and folks from the street can literally see you naked and watch you do your business in the restroom. I was provided a humongous, bathrobe sized towel as a part of the guest amenities, so I used this as a curtain, and left it hung up until I could discuss it with the host.

I then proceeded to take a shower. While the host did provide soap via a public restroom style soap dispenser (most normal hosts just put a bottle of nicely scented body wash in the shower instead of trying to treat guests like YMCA members), no matter how hard you pushed the soap dispenser, very little to nothing came out. It appeared to be either empty, broken, or both. Thankfully I came prepared for unprepared hosts (you need to with Airbnb), so I simply used my own soap.

I finished up and got to my door, but promptly forgot the correct four digit key code. I had been diagnosed with heat exhaustion by a doctor earlier in the day, with suggestion I had a minor heat stroke (too much fun in the sun). So, my short term memory took a hit. I also had not brought my cell phone, so I was really up ‘S’ creek without a paddle. I walked outside, to a side door of the host quarters. I knocked but nobody responded. I figured the host would mosey around eventually, so I posted up on the stoop and waited.

After about ten minutes or so, a guy who looked nothing like the host’s picture showed up. I introduced myself and shook his hand, asking him if he was the host. He said yes. Not to be mean spirited, but the guy in front of me either smoked meth, drank way too hard, or has a condition, as he looked nothing like the guy in the picture. The guy in the picture had black hair. The guy in front of me had white scraggly hair, was missing teeth, had glasses, and looked wild eyed.

Regardless, I proceed to explain verbatim how I had heat exhaustion, apologized for bothering him, and just needed to get back in my room. He walked upstairs and punched in the key code. I then thanked him for his help. As I was doing so, he rudely interrupted me, and abruptly shouted at me that I could not leave my towel on the metal banister.

I immediately thought, “Is this guy for real? I just explained in very clear terms how I accidentally locked myself out given my heat exhaustion, and he is acting like I just committed murder on his property.”

He then immediately proceeded to chastise me about his bathroom carpet being wet, and how I need to replace it. Again, I looked at this guy and thought, “How many shots of vodka did you down, and/or bong hits did you rip before you came up with that one?”

I just shook my head in disgust, walked into my room, and closed the door. I got the immediate sense that this guy either has an undiagnosed (or diagnosed) mental illness, he has a learning disability, or cut to the meth/alcohol suspicion above. Regardless, I knew this guy was going to be trouble if I didn’t settle it immediately.

I called Airbnb and advised if the host doesn’t change his tune pronto, along with deal with all the outstanding problems, I’m leaving tonight, with the expectation of a full refund. Airbnb said that his son is actually the one who runs the thing, not the host. I called the son, who seemed reasonable, noted his father has a ‘strange’ way about him (no ‘S’ Sherlock) and explained all of the above to him.

The son said he would talk with his father to set him straight, and all the issues will be addressed exactly as I advised: the temporary curtain will remain until a permanent one is installed; the host is going to ‘back off’, never enter my room for any reason, and not communicate directly with me going forward; the soap situation will be straightened out; towels will be placed in the common area, replaced daily at the guest’s discretion; the host will stop conscripting guests into ‘free help’ (ordering guests to replace bath mats, tie up trash bags and throw it out daily regardless of if trash is actually put in them, etc.).

Given how sincere the son seemed, and how he was profusely apologetic of his father’s behavior, I figured he would set the matter straight, and I agreed to stay on these conditions. I then started to take a nap, and not a few minutes into it, the host loudly stomped up the stairs, waking me up in the process, and dropped a giant plastic bin from waist high onto the floor, making a loud crashing sound.

I opened the door, and saw that the temporary curtain had been removed. I immediately called Airbnb, advised how the son said one thing, and the host is doing exactly the opposite of what was discussed. Given how Airbnb has no immediate influence or control over the host (and obviously neither does the son), I advised Airbnb I was leaving immediately to book a hotel outside of Airbnb (I tried booking an Airbnb but everything was either booked, or not ‘Instant Book’ so had to move on). I also advise the host of the same via the Airbnb platform and text message as I was leaving the premises.

Once settled in at the hotel, I attempted to request a refund from the host directly. Here are the points made to the host verbatim, and the host’s one-star, reality-denying, insult-the-guest’s-intelligence responses:

Me: No concerns were addressed with my discussion with the son in any way.

Host: This is not accurate. My son spoke to you for 10-15 minutes and all concerns were addressed.

Me: I walked in and the room smelled like vinegar.

Host: We use all natural cleaning products, that may be what you smelled.

Me: The air conditioner was filthy and caked with dirt.

Host: You did not discuss this at any time during your reservation, nor did you mention this on the call with my son. I would have been happy to come take a look. Please send photo documentation of this so I can see where the problem lies as I’ve cleaned that before.

Me: The shower had no soap.

Host: The shower soap is clear, so it makes the dispenser look empty. I did take a [SIC].

Me: The host is overbearing, maniac, and doesn’t understand basic human interaction.

Host: We’ve had a lot of great reviews and guest stays. We’re just trying to be good hosts here. After speaking to my son and him having thought all of your issues were resolved, you left without a word.

Me: The temporary window curtain I placed was removed by the host so neighbors could see guests naked (ridiculous).

Host: Again, we’ve had a lot of guests, none of whom before you have complained about the window. Besides the fact that I’m sure the neighbors have no interest in seeing you naked, I’ve already ordered some window fogger to make future guests more comfortable.

Me: The host refused to put towels in the common area.

Host: In our house rules we ask that guests do not leave belongings in the common area. It is a hazard and can cause an accident. You were asked to leave your towel in your room.

Me: I left shortly after my arrival due to the above.

Host: You did not leave shortly after your arrival. You were here until late evening, and even showered/bathed in the house. For a one-night reservation you did check-in, use the bed, use the room, etc.

The bottom line is the host treats people how a librarian on a power trip would treat guests: rudely, with contempt, heavy handed, and ‘doubling down on wrong’ at every turn. Airbnb gave me a full refund, and I would never do business with, let alone with Airbnb, with this guy, or his son. If you enjoy being mistreated as a guest, then please by all means, book away. Good luck to you. You will need it.

Left Homeless in Philadelphia after no Contact

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My credit card was charged for a five-day rental in Philadelphia. The host emailed me through Airbnb that the entry code to the property would be sent to me 24 hours before I arrived. I was sent a file through Airbnb’s system, since all communication must go through the service. The file was sent, but couldn’t be opened. The host couldn’t be contacted by Airbnb’s case manager. I was told to go get coffee while Airbnb tried to contact the host. No contact was made. I was homeless, 3000 miles from where I live. Airbnb admitted to the error, but merely wiped the charges from my credit card; there was no effort to compensate me for a very expensive last-minute hotel. They referred me to their legal team, and all communication stopped.

Host’s Refusal to Help Leaves us Homeless in Barcelona

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My husband and I went through a horrible experience via an Airbnb listing near Sagrada Familia in Barcelona. Without any description in their listing, the host notified us in person that they actually lived 60 kilometers (37.3 miles) away from the listing upon our arrival and warned us it will be difficult for them to come on-site to resolve issues.

If we had been aware of this, I would have chosen a different option from the very beginning. Unfortunately, we accidentally locked ourselves outside without a key on the last day of our stay as we were still jet lagged and rushed to a tour site we booked in advance. To note, the door automatically locks when it’s closed so we had no chance to re-enter the property once the door was closed.

We contacted the host immediately once we found out about the situation at 4:46 PM. The host responded at the moment saying they weren’t sure if they would be able to come and help because it was too far of a drive for them to come on-site. We were asked to wait for them to find a solution so we went to a coffee shop near the listing to wait for an update.

However, we didn’t receive any responses for nearly four hours even we sent them messages requesting updates on the issue. Meanwhile, we offered them financial compensation for their time lost if they could help. After a long wait with no updates, we were not sure if the host would actually come and help. Since we had a reservation at a restaurant in the Gothic Quarter, we had to leave for dinner.

At 8:50 PM, the host finally got back to us and asked us where we were and he didn’t convey to us when he would be at the apartment. We just placed the order in the restaurant and couldn’t leave at the moment so we asked if he could meet us near the restaurant or let us know when he would be at the apartment to meet. We received no response from the host again.

We later on received a message from Airbnb support notifying us if we didn’t meet the host in 15 minutes, we would lose access to the listing for the night. It was impossible for us to make it back within the timeframe (we needed at least 30-40 minutes since we need to walk 10 minutes from the restaurant to find a taxi and it took about another 20-30 minutes to get back to the listing) so we asked the host if he could wait slightly longer.

Again, we received no message from the host but another message from Airbnb support stating the host had waited longer than 30 minutes and had to leave. We tried to explain the situation to Airbnb support personnel multiple times but she kept saying the host had warned us and tried their best to help so it was our responsibility not being able to get in. She stopped responding to us afterwards.

We didn’t receive any information directly from the host in the meantime besides a confirmation on the scheduled check out time at 8:00 the next morning. We ended up wandering in the street for two hours at midnight trying to find a hotel to stay for the night. Without passports and since most hotels were fully booked by then, we were almost left to be homeless for the night.

We are extremely frustrated at both the host and Airbnb support personnel. Airbnb’s terms and conditions state that “Before and during the Experience, Hosts should be available, or make a third-party available, in order to try, in good faith, to resolve any Guest issues.” Being unavailable for five hours and leaving the guest unaware of the situation cannot be considered as “good faith”.

As an accommodation service, what Airbnb does is to throw people onto the streets of a foreign country without passports in the middle of the night. Sorry to say but this is totally against the ideas they have been promoting over the years.