For the past few weeks I have been trying to book a property for an upcoming stay in Melbourne, Australia. I used Airbnb this past summer and had no problems whatsoever. My account has been verified and I even have a good review on file. Now when I try to book any property it says: “Sorry this property cannot be booked at this time. Please contact Airbnb Support.” It’s been saying this for weeks and for every single property available to book. I have contacted their customer service line multiple times to which they are completely useless. The first time I called they told me it would take one day and someone would get back to me with a solution. I never heard anything and every time I called back they had no way to help me besides saying that a “ticket” has been opened with technical support; they would get to us when it would be our turn. After asking to be transferred to a supervisor or the technical support department they said that it was not possible because they don’t work in the same building. Now, weeks later, I still have not heard anything and our vacation is coming up in a few days. Airbnb was our best option as it was the cheapest and most affordable for starting a year-long trip. To make things worse, it is high season in Australia at the moment so all the cheaper properties are now almost completely unavailable.
Tag Archives: airbnb nightmare
Airbnb Hell: Forced to Cancel Reservation First
I will never use Airbnb again. My host canceled our reservation in New York City because he got fined. He contacted me but did not contact Airbnb. So I had to cancel the reservation online. Now have to wait up to 48 hours for the host to respond. I made the horrible mistake of calling Airbnb. I was on hold for over an hour listening to the same miserable song playing over and over again, then got some nitwit on the phone who knows nothing. He told me I’d have to pay $117 because I canceled the reservation due to the host canceling. I tried to explain to him over and over again that I didn’t cancel but the host did. Now he sent it to the Airbnb “case manager”. Is this for real? Do they really have case managers? I already paid over $1,000 and now I feel like I’ll never see the money again.
Extremely Rude Airbnb Host in Rome
First of all, the host was no help at all when we asked about parking so we ended up checking in that evening looking for a safe 24-hour parking spot. It was too late for the host to reply about the parking situation and since English was not his first language, we had a miscommunication. When we arrived at the place, we didn’t know which buzzer to press as he didn’t mention it; it was a good thing he arrived after a few minutes or we’d have ended up freezing on the street. When we went up to his place, he didn’t let us into our room (even when we were so tired and hungry). He made us stay in the check-in area and interrogated us. The way he spoke to us was unaccommodating, rude, and disrespectful as he made side comments which made us feel awkward. Then he asked for our documents, which we denied him; this was our first time using Airbnb when we have been asked for our identification. Sometimes the way you say things is more important than what you are saying. Because of this, we were skeptical.
Before using Airbnb, we had already been asked to scan our proof of identity. We had already been using Airbnb for quite some time now; there had never been an incident where we have been asked for our documents. We understand if the purpose is security, but this kind of thing should have been elaborated upon clearly in the posting so guests won’t be surprised at what is expected of them. We can fill out a form if this is mandatory, but we will never give a copy of our travel documents as they have already been checked at Airbnb from the beginning. He kept mentioning “mafia” but we couldn’t understand what he was talking about because it was in Italian. While my husband was filling out the form, the host kept sighing heavily and making side comments which made us feel really uneasy and uncomfortable; we felt he might do something to us.
Days before coming, I asked the host if we could stay one more night and he agreed. Although I didn’t confirm it, we needed to know if we would feel comfortable staying here. Clearly, that was not the case from the beginning. We were about to leave but the host insisted we stay. We told him that we were not going to stay another night. He insisted and I confirmed we were not going to stay one more night. I may have asked him about staying one more night but I never confirmed it. How could we stay one more night if we didn’t feel comfortable anymore? Airbnb is not cheap; you can pay the same amount for a hotel room but since we like the feeling of being welcomed warmly, we decided to use Airbnb. Due to this incident, we will never use Airbnb after this holiday.
There was also no heating in our room so it was cold. There was no heating in the toilet so it was really chilly after finishing a shower. The toilet is separate from our bedroom so it was really cold. The picture of the toilet that was given to us was not shown in the listing, but only ones which were pleasant to use. We were able to sleep around 3:00 AM as noise can easily be heard from outside the window and I woke up around 7:00 AM due to vehicles outside. I didn’t get any sleep. Then I had to move the double bed out of the way in order to see the mirror. We never even bothered to use the kitchen as we were feeling uneasy already.
Upon checking out, I messaged the host to let him know that we were leaving as we had to return the keys. He never replied back so we waited for about ten minutes (I even thanked him). When we were about to leave, he came and never said a word. How comforting it was for us to leave his place. Also, I believe we were supposed to be given safety cards and should have been shown the fire extinguisher but there was none. We are not so particular about these things but since the host had an unwelcoming rude attitude, we might as well be finicky about it. I already left this review at Airbnb but unfortunately, it hasn’t been shown on his page. The reason why I booked it there is because he had lots of good reviews. Now we understand how it works. The host will not accept the review and will not give the guest a review either. This way, any bad review won’t show up. As I was looking for the host’s pictures of the bathroom, they weren’t visible anymore. Too bad I wasn’t able to take pictures of the room where we stayed as it was totally different from what I saw on the listing prior to booking.
Charged by Airbnb without a Reservation
Even though I did not make a reservation for an accommodation, they sent me email, stating that my reservation was completed. I called to inform them I did not make a reservation and an associate there told me that the Trust and Safety Team would contact me within 24-48 hours. They did not. Worse yet, they withdrew $444, much more than the accommodation fee. I never received an email from them on this issue, though I did get an automatic email from the Trust and Safety Team:
As Airbnb’s Trust & Safety Team, we’re always thinking of ways to help our community travel and host with more confidence. Whether you’re a first-time guest or a veteran traveler, we want your trip to go off without a hitch. Here are a few tips to help you travel safely and be a considerate guest.
1. Leave the listing how you found it. Remember to treat your host’s space with respect—it’s their home, after all.
2. Get to know your host. Communicate clearly with your host about any expectations or questions you may have.
3. Know what to expect. Review your host’s house manual and talk with your host about their space.
The Airbnb community relies on trust, and we’d love your help in strengthening that trust by remembering these guidelines. If you have questions at any point before, during, or after your trip, we’re here to help.
Thanks,
The Airbnb Team
They initiate problems. Even though we report the problems, they don’t know what they need to do when their clients get into problems. I contacted my lawyer.
Stuck in a Long-Term Airbnb Nightmare
We booked the Casa Iguana Hotel and Suites in Mismaloya, Mexico. Advertised was an equipped kitchen, hot tub, swimming pool, wifi, and mini market, with the pictures showing a waterfall cascading into the pool. We are booked from January 6th to February 24th. We are still here. We have tried contacting Airbnb to no avail. We arrived to an absolutely filthy two bedroom condo. It was equipped with one fork, a couple of knives, two chipped plates, a couple of cups, no pots and pans, no towels, no dish towels, and no hangers in the closet – the rack was broken and couldn’t hold a hanger anyway. The lamps and shades were filthy, the hot plate did not work, and the kitchen counter was dirty. There is no waterfall. The mini fridge was filled with so much frost we could not put anything in it. The hot tub is empty and does not work, the four lounge chairs around the pool (for a 42-unit hotel) are broken, there are eight chairs around the pool to sit on, and there are only three tables. The “bar” has never been open and has nothing in it.
We were relocated to another suite the day we arrived after I angrily made a complaint to the front desk about the unlivable conditions of our condo. The next condo was tolerable, but the hot plate still doesn’t work and the lamps are filthy. We decided to make the best of it. We were given a single hot plate that is so slow it took me an hour to make mac and cheese. Tonight was the final straw: there are kids literally screaming from the early morning to 11:00 PM. The mini market has shelves that are almost empty. What’s laughable is Airbnb’s promise to mediate, and relocate us under these appalling conditions. How can they mediate when I cannot get ahold of them? We are stuck in this nightmare. Our final payment is due on February 3rd. There is nothing for us to rent in Puerto Vallarta in our price range from February 3rd until we leave on February 24th. Never again will I be dealing with a company that makes promises they cannot fulfill.
Terrible Airbnb Experiences Over Two Years
I joined Airbnb as a member in December 2015 and have used the platform nine times to book overseas accommodation until January 2017. However, there were problems with two of the rooms I booked in France last January. I have filed complaints with Airbnb, but their willingness and ability to resolve customer complaints is insufficient. I would like to get help from the agency. I am experiencing mental and physical suffering from the ridiculous accusations of the landlord in the room I booked in Strasbourg in the northeastern part of France where I stayed for two nights, starting January 11th. The landlord claimed that our travel companions broke the door of the room and took their wireless internet devices. We never cracked the door and did not take anything. I just followed the landlord’s suggestion to keep his house key in his mailbox. If someone broke in, it was the responsibility of the landlord.
The room in Paris was too dirty, narrow and uncomfortable, unlike Airbnb’s description. The listing said that there were three beds, but there was actually one broken bed and two mattresses; the room obviously had not been used for a long time, so there was dust on the table, and in the closet and kitchen. Furthermore, the room was on the 6th floor, but there was no elevator; we had to descend six flights of stairs when we went out. It was a very important issue, but Airbnb had no explanation. Actually, the landlord in Paris canceled our reservation with Airbnb as soon as we arrived in Paris. While I was there, my whole body had an allergic reaction to the dust, and I was impaled by a nail in the bowl storage box in the room, injuring my hand.
I want to protest all of these facts, but I have to protest against the US headquarters because the customer service center is not in Korea. I should point out the following. First, how can Airbnb accept a reservation for a place where a customer service center has not been built? Why do they have no ability to solve guests’ problems even though they take about 13% from commissions? Finally, I want to claim a refund the full amount of the 1000 USD fee for two of my French lodgings. I wonder how a company that asks others for a certain amount of money and does not provide services stays in business.
Airbnb Nightmare for Australians in NYC
I sent the email below to the Airbnb consultant who handled our initial complaint, but have now received a computer generated response saying that “this case is closed.” I cannot access the Airbnb site without agreeing to the new Terms and Conditions, which I am loathe to do until this matter is resolved. I need to know if Airbnb is going to act on our complaint or not, so that I can consider my options with NYC Governor’s Office, or my credit card company.
I have now arrived back home in Australia and intend to pursue this matter further. I am seeking a full refund for the misinformation and the misrepresentation of the Airbnb unit we booked for four nights in New York City. I assume that Airbnb was unaware of the host’s inaccurate listing and address, but once it was brought to your attention, Airbnb should have reviewed the information that I submitted (photos and emails) and acted on that information. It is nonsense to suggest that it is ok for a host to lie about the address of his rental property and the number of bedrooms or living spaces, and for the premises to be filthy. The unit was advertised as providing two bedrooms and one bathroom plus a living room and dining and kitchen area. You can’t advertise both a second bedroom and a lounge room when they are the same space. Also, the lounge was not a pull out bed. The host suggested that our 18-year-old son take the cushions off the lounge and sleep on the frame. It was a lounge, not a bed.
The unit was in fact a one bedroom with a small lounge area that had a sliding partition – and this was meant to be the second bedroom – without a bed. The bathroom was filthy. I have checked all correspondence from Airbnb regarding the confirmation of our booking and your reminders and the address given to us in all emails from your company is 140 W 4th Street. We also confirmed this address in an email to the host, had a friend who lives in NYC check out the address, and we checked the location ourselves when we arrived in New York City on December 22nd, 2016. We were not due to move into the apartment until January 2nd, 2017, so we checked the location and checked the standards of the building. We also chatted with an Australian girl, Loretta, who lives on the top floor of 140 W 4th Street, and confirmed the size and layout of the units. If we had been advised of the different address and looked at 143 W 4th Street, we would have cancelled our booking. Please advise your process for us obtaining a full refund. We contacted Airbnb immediately once we discovered it was a different unit and once we saw the unit. We never stayed in the apartment, and there are reviews from others now that were equally as shocked.
Sewage Leak Caused Flood of Human Excrement into Airbnb
My girlfriend and I were staying in Playa Del Carmen. When we arrived at our Airbnb, we were told that we had to move to a different unit due to plumbing issues in our original Airbnb. We were there for a music festival in which we had $500 invested per ticket. The second night we were unable to shower and couldn’t go out because there was about two inches of water in the shower and our host would not help. When we woke up in the morning there was about an inch of water throughout the entire apartment. Before the host sent a cleanup crew over, more sewage and human feces began spewing from the shower and toilet. Some of our belongings were ruined and we were homeless in Mexico. Airbnb kept transferring our ticket to over five support representatives over the course of four hours. Every representative lied to us. We heard, “we’re going to book a new one in the area for you.” This never happened. We heard, “we’re going to book a hotel for you because the other Airbnb’s are booked.” This never happened. They always told us that they’d call us right back; this never happened. We were forced to pay for a hotel out of pocket. We still cannot get ahold of Airbnb to find a resolution. This has been the worst customer service experience of my life.
Payment Not Received. What Can Airbnb Do?
A lady stayed for five days in my flat alone. Everything was fine then I noticed I never received payment, £898. Airbnb never told me; I noticed in my bank account. I have spent six weeks calling their San Francisco and London numbers over 30 times. I have not had contact from anyone on the payment team or a case manager. I have emailed constantly and messaged the guest myself with no luck. I have posted bad reviews on Instagram and asked them to DM me. No luck. So the lady has been allowed to stay for free in my home. It’s outrageous. I’ve been a host for three years. I have 80 reviews. This means nothing to them. You cannot get in contact with anyone. I very much doubt I will get my money; the guest is still listed on the website so she can do same thing again. I have contacted Watchdog in the UK and informed the guest and Airbnb. Six weeks and no contact. Being told my case is the highest priority for weeks now is just rubbish. If I don’t keep contacting them they will just ignore what happened. I never got compensation from a guest for a plumbing issue which came out of my security deposit. After so many messages I never got more than £89. I will go to the London newspapers with this story as the public needs to know that if they host they may never get paid.
Drug-Addled Maniac Damages Guests’ Car
Six of us paid to stay at this Airbnb for three nights, from January 13-15th. The first two nights went great; we met some of the people who lived in the house and it was peaceful and pleasant. On the third night (Sunday the 15th), one of the people who lived in the house, Q, told a member of our group to park his car in the front yard of the house. We then went to a concert in downtown Atlanta, 30 minutes away. While we were away, we received many urgent phone calls telling us that the car had to be moved because it was blocking one of the tenant’s car in, and he needed to get to work. We explained that we were 30 minutes away, Q told us to park there, and that we would pay for an Uber to get the man to work. He would not accept this offer, and two members of our group went back to the house to move the car. Upon arrival, our group member saw that his car was keyed and there was a crazed, drug-addled maniac screaming at them. He tried to force our group members to pay him $250 for the work that he missed (he was only an hour late) and was screaming at them and giving them death threats. He told them to pack up all of our stuff and get out of the house. Our group members were frightened beyond belief, and while they were moving their cars the only thing the people at the house said was “don’t cry and drive.” We then had to purchase a hotel room and stay there for the night. I do not think this house should be listed on Airbnb. I would like a refund at least for the one night that we needed to sleep in a hotel because of these crazy people, and if possible a reimbursement for the money spent on the hotel room and to fix the damage to the car.