Suspended as a Host and Guest Following AC Incident

Posted on November 16, 2021

We went to Todos Santos, Mexico to relax and unwind staying at an Airbnb. However, Airbnb turned that into the most stressful week of our lives.

We have a cabin on our property in British Columbia that my wife rents out on Airbnb. However, she has had her account suspended from Airbnb by the safety department. She has done nothing but be a role model for Airbnb and worked hard to make the cabin a success since 2014 with a rating of 4.9. She has a faithful clientele who are left wondering what has happened with her suspension. In fact, some people were evicted by Airbnb mid stay.

We have been wracking our brains to understand this “incident” that involves the Airbnb safety team that caused us to be permanently removed from the Airbnb site. We have spent hours on the phone and writing emails pleading with Airbnb staff to tell us explicitly what the “safety” issue was and we still don’t know. After piecing together various snippets of information we inferred that the incident relates to the fact that the air conditioner in the main bedroom of the house we rented in Mexico through Airbnb did not work when we arrived so we stayed in another room (called the studio) that had a functioning air conditioner. Evidently we weren’t supposed to stay in this room. Little did we know that she was she was renting it out separately on Airbnb but for some reason we were given a key.

We were not given any alternatives by the host so we decided to stay in this studio until the air conditioner was fixed. We told the host the situation and our plan that we were happy to move into the main house when the AC was fixed (which we did). I am sure she was not very happy with this as she lost some income but our options were limited. Why should we get a hotel room when we had already paid for our accommodation? We weren’t about to suffer in the heat (it was 86 degrees F).

Given that absolutely no solution was offered by the host, we stayed in the studio. The host could have immediately got on the case and arranged for a technician to fix it but instead she waited two days. We moved in to the main bedroom as soon as the AC was fixed after four days. If this is the incident, it is hardly a safety issue warranting suspension of an account and ruining people’s livelihoods, but it has.

But there’s more. The main bedroom air conditioner broke down again after a couple more days. The host does not live near Todos Santos and we had to be present to let the technician in for the three visits to the house that the technician made, totally messing up our day and our holiday. We refused to go through the same hassle having to stay around so we left, requesting a refund for the last three days. I have not heard from the host or Airbnb on this request. Instead we were suspended. Irate does not come close to describing our emotions.

Airbnb’s Cancellation Policy Leaves Guest Out $1.6K

Posted on January 31, 2021

I am planning on relocating to San Miguel de Allende so I booked a one week stay in a darling casita in January. When I realized the pandemic wouldn’t allow me to travel in January, I changed my reservation for the entire month of April. Now it looks like April is too soon to travel also so I wanted to cancel until we get the all-clear travel advisory.

I was told that I could cancel for a full refund up to 24 hours before my reservation. Now Airbnb is withholding all my money for the first 30 days (my entire reservation) and only refunding me $25 out of almost $1,600. This company sucks and I will never use them again. I will post warnings to others wherever I can. This company needs to be replaced with one that actually has customer service.

Getting Refund from Airbnb Employee like Talking to a Robot

Posted on April 22, 2020

I had to return from Cozumel because of a family illness on March 29. I had scheduled a week-long stay at an Airbnb on March 28. My hotel was closing. My stay was supposed to be from March 29 through April 5.

I contacted the host as soon as I reserved my flight back to the states. The host was very courteous. I explained that I would like to return as soon as Cozumel tourism resumes. Airbnb deleted all my contact information with my host so I’m unable to return to the unit I paid for nor will they refund my stay.

My last message from the customer service robot was I needed to contact the host… which is impossible since Airbnb has blocked any contact information. I’ve contacted my credit card company.

Airbnb Disaster in Mexico and Aftermath

Posted on March 31, 2020

We were staying in Cancun and had booked a condo on the beach for four days for $340.86 in Chicxulub, a small beach town on the Gulf of Mexico. Pictures looked great and description wonderful. We rented a car and drove the four hours to Chicxulub.

When we arrived, we discovered there was no elevator; it was our fault for not asking (we are 71 and 72 years old). There was no running water. I reached under the kitchen sink thinking I could turn it on there and discovered several spiderwebs. I didn’t touch anything.

A man appeared about five minutes after we arrived. He did not speak English and immediately went to the back of the condo. We walked back a few minutes later and found him trying to light the pilot light for the water heater. He was unsuccessful after several attempts and left. We tried the air conditioning (as advertised for this condo) and none of them worked in any room.

At this point we called the host and she did respond in a timely manner. We texted her describing the problems and she replied that she would send a plumber over in about 20-30 minutes. We thought about this briefly and decided that the situation was simply too overwhelming (we still had to carry four suitcases up three flights of narrow stairs).

We texted her back to let me know that we simply could not stay and that we were cancelling. She apologized and we left. I sent an email to Airbnb explaining the situation and they refused to refund anything except $30.

We have always used HomeAway. This was our first time using Airbnb and believe me, it will be the last. They even sent an email asking us to “rate our stay.” I don’t want to trash this host as she said she had no hand in all of the problems, but I don’t want anyone else to waste their time and money on this property.

Assaulted in an Airbnb and Banned for Life?

Posted on March 7, 2020

A few weeks ago, I was staying in an Airbnb with my partner (at the time) when he became violent to the point where I was scared for my life. This was the first time it had ever happened that he was violent. I tried to call the police in Mexico where it happened, but nobody came. I had to run away to keep him from finding me, because I wasn’t sure if he’d become violent again.

I called Airbnb and explained the situation. They were incredibly helpful and understanding and assisted me in leaving the apartment.

A few days later, they contacted me to tell me I was banned from Airbnb for life. I’m really not sure what happened. I don’t think my ex told them anything, but they’re saying I broke the safety terms and services. The Airbnb was under my name, and technically my guest broke the safety rules… but I was the victim.

I’m not sure how to proceed with this. I am trying to get in touch with the appeals agent but nobody is getting back to me. I haven’t seen my ex since I left. I got the Canadian police to warn him not to contact me. I tried to get a restraining order, but the courts say I have no case unless he tries to contact me; he hasn’t.

Does anyone have any advice for how to move forward and get my account back? This incident has scarred me in many ways, and I am furious that my being abused is blocking me from the freedom to travel.

Nowhere to Go After Crime at Airbnb in Mexico

Posted on February 28, 2020

I am emailing out of desperation and despair. I have travelled full time for the last two years and have spent a lot of that time living in Airbnbs. I have always received five-star reviews, have never had a complaint or caused any problems.

I travel as a single parent with my two children ages 1 and 9. I recently rented an apartment in Cancun for myself, my children, and my sister. My youngest child’s father (my ex-partner) visited my son for two consecutive days (staying at a nearby hostel).

On the second day there was an altercation between my ex and myself whereby I was assaulted outside a cafe in the town. Staff called the police and they attended the scene. They took away my ex-partner.

Later that day he came to my Airbnb wanting to talk. I refused. He came back later that night and when I would not let him in, he trespassed into the garden of my Airbnb. My host had a camera and saw these events. I called the host who — with my agreement — called the police in Mexico (I tried but I speak no Spanish).

The police arrived and asked me to sign a form which allowed them to arrest him and detain him for 36 hours. I did so. I explained to my host that I didn’t want to bring trouble to his home and offered to leave. He declined. He was friendly and appeared understanding.

Airbnb was informed of the trouble and they immediately asked me to leave. They would not accept that I was merely the victim and said that I had put the home at risk despite my ex not even being a guest. Asking me to leave without notice with two young children was unacceptable.

After two days I found an alternative hotel and left one day before my reservation expired. I have made copious calls and sent emails to Airbnb since and all I am told is that I have breached policy and that trust and safety have made the decision final to terminate my account.

I went to the British embassy in distress and they offered to speak to Airbnb to explain that I was a victim and that I had protected the home (please note there was no damage to the home). The police also offered to speak with them but Airbnb would not consider either.

Can you help me? If you look at my reviews you may see that my case at least deserves an investigation. Ironically my ex still had his account intact. I have enjoyed and relied on Airbnb for two years and feel as though I am being discriminated against for being the victim of a crime.

I beg you to look into this matter. I’m currently on my last night in a hotel in Mexico. I have always relied on Airbnb as I move every 1-3 months. Now I can’t find a place to go as I can’t continue to live in hotels. Tomorrow my two children and I have nowhere to go.

Airbnb Owner is a Known Sexual Predator in the U.S.

Posted on October 26, 2019

The owner of this rental property, Jason McLean, purchased the Airbnb property Villa Viva with money owed to women he raped as children in Minneapolis. A simple Google search will show you numerous articles detailing his crimes, legal proceedings, and his ultimate flight to Cabo San Lucas Mexico to avoid the consequences of his sexual assaults of children… and he wants you to be a guest in his home.

Do not support this criminal with your business. Keep away, especially if you are a young woman or have children. This is not hyperbole. It is well documented in the U.S. news, lawsuits and courts, that McLean preyed upon and sexually assaulted at least six minor child actors and students at the Minneapolis Children’s Theater where he was a company actor and teacher. Two of his victims have obtained civil judgements against him in the US, yet he profits off of this property in Mexico.

He does not deserve your business. McLean has returned to the US and is opening a restaurant called Small Wonder in Oakland, California. Beware. The man is a child rapist.

Playa del Carmen Airbnb Misrepresentation

Posted on August 9, 2019

My kids and I stayed in this unit for only one night and left early the next morning – less than 12 hours. We were in Playa del Carmen before heading to Cozumel to get married and then left immediately for our honeymoon.

Upon return to the country from our honeymoon, I attempted to write a review on both properties we stayed at, but apparently there is only a 14-day window to review properties. I had missed that window given I was on my honeymoon. It is imperative that future guests are aware of the status of this unit and that the host is notified that their advertising and preparation is inaccurate, inadequate and unsanitary.

Here are some of the issues. We arrived at the unit late at night to find that we were given an inaccurate entrance code on the security gate and the front door. We had to contact the host who showed up 30 minutes later to let us in and verified that he had provided the wrong code. We were let into the unit, dropped our bags, used the bathroom and discovered that there was no soap or toilet paper.

We are a family of seven and I had to go feed everybody after a full day of travel before returning to go to bed. I texted the host to let him know there was no shampoo, soap, or toilet paper and while we were at dinner, he dropped some off at the front door. We returned to the unit close to midnight and found the sheets on one of the beds was dirty, with hair and grime on a pillow.

We rented the unit because it could sleep all of us yet there was no bedding for the fifth bed. I gave up my bedding in order for my daughter to sleep on the pull out futon. Furthermore, the unit had not been cleaned much, if at all. There was a half drunk bottle of vodka sitting at the bar, the kitchen area was extremely poorly equipped and dirty, and the smell in the unit was terrible.

Airbnb doesn’t even have the “essentials”

Posted on April 2, 2019

Earlier I went to Oaxaca City in Oaxaca, México, staying at a serviced (not really) apartment listed on Airbnb. Since it was so cheap, I wasn’t really expecting anything. When I saw that there wasn’t a table or a desk at all (despite what’s shown on the listing), I wasn’t bothered since I wouldn’t really be using a laptop anyway.

However, they had almost none of the so-called “essentials”. They had no soap… fine. They didn’t have any towels at all; I literally had to go out to buy one. No toilet paper either – in fact, they didn’t even have a toilet seat.

I’m guessing they are called “essentials” because Airbnb does require all hosts to have them. They didn’t, and when I told Airbnb that, they didn’t say or do anything. As you can see, they still say they have all these things. Perhaps they’ve gotten better now, or maybe nothing had happened. Who knows?

Hot Water Debacle at Airbnb in Mexico

Posted on March 29, 2019

We booked a few nights stay at an Airbnb in Playa del Carmen, Mexico. It was a new bachelor condo building with a concierge, swimming pool, and even a restaurant. It was around $115/night.

The day we arrived, we each had a quick rinse in the shower after spending a few hours at the beach. By the time my husband had finished rinsing off, the water had turned ice cold. We figured that the water heater probably hadn’t been turned on long enough, as so many residences in Mexico rely on physically turning on a water heater a while before use.

The next day, after adjusting the shower temperature, I was in the middle of washing my hair when the water turned ice cold. I showered as fast as I could and got out. My husband got in and the same thing happened: ice cold after a very short amount of time.

I decided to message the owner to ask if there was a trick to turning on the hot water. The owner responded that the water was regulated and there was only three minutes of hot water every few hours. I immediately got into the shower and timed how long the hot water lasted… 1 minute and 20 seconds. I couldn’t even get the soap out of my hair in that time.

I let the owner know it didn’t even last three minutes but the owner was unwilling to help. I contacted Airbnb about the issue as the regulated water time was not posted in the listing. When I asked about changing locations, they did agree we could find a new property and get a refund on this one. However, we unfortunately were too scared of the repercussions of the owner possibly coming to the building to confront us (or worse) for the loss of income.