Tag Archives: airbnb no contact

Dublin Landlord with the Tenant from Airbnb Hell

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I own a house in a “regeneration” area of Dublin. Regeneration is a kind word; this street is clearly not suitable for unsuspecting elderly tourists. Think Little Red Riding Hood surrounded by wolves. I arrived last week from overseas to show the house to an estate agent to let it out. I was greeted on the doorstep by an elderly retired nurse from Canada who had booked it for four nights and paid about 400 euros. I’m not sure who was more surprised, this lady or me. I took pics of her reservation. It appeared the previous “tenant”, who I finally got to leave the month prior, had been using the house for Airbnb. Heaven knows how many bookings she took and how many other unfortunate tourists will have the same experience. The elderly lady took fright – actually she was in shock. I sat her down in the house – which was quite clearly unoccupied. I offered to get bedding so she could stay, but she was very anxious and no longer felt safe in Dublin. Eventually I dropped her back at the train station to return to the West of Ireland.

I contacted Airbnb. I got a call centre. Then I got a nonsense email. At this stage I went to the police and showed them the details of the reservation. This was a very unpleasant experience, which might have had an even more unpleasant outcome had I not turned up that day. If Airbnb does not already do it, they need to have hosts confirm they have permission to use the property. In circumstances where a property owner like me calls, they need to transfer callers immediately to a fraud/security department. They need to confirm to house owners immediately their properties have been removed from the site. They also seriously need to improve their interactions. In all future lettings I will include a clause in the contract to state subletting on Airbnb will nullify the lease and result in immediate expulsion from the property. I would recommend guests confirm that the host actually has the right to sublet on Airbnb.

Caveat Emptor: Worst Customer Service Ever

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My wife and I recently booked 30 days of travel through Iceland and Western Europe through Airbnb. I would caution anyone who considers using Airbnb to consider that after eight days of calling and hours of dealing with customer service there is no way for a traveler to reach a manager after a case worker. Once it reaches a manger at this level the case is basically frozen in time. If you have an issue there is no resolution. I am quite worried about leaving a trip like this in the hands of this company. I know that before leaving my front door that if I have a problem there is no chance to get help. I did open a Twitter account to try to communicate with Airbnb when I couldn’t get through via email or the phone center. I received this response from them: “We see that a final decision has been issued on this matter and will disengage from further discussion. Thank you.”

I can only warn people at this point to run the other direction from Airbnb. If it goes badly you will regret it.

Criminal Activity from Many Bad Airbnb Guests

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I had a guest who checked himself in and claimed to have returned the key, however he seems to have kept it and continued to stay in the place. When my cleaner came to the room he hid in the loft and hid some clothes in the ceiling. He also smoked, despite my strict no-smoking policy; the place reeked of smoke with ash everywhere. He left the apartment in a shocking condition. Of course any attempts to contact Airbnb to warn others are ignored as Airbnb does nothing to help apart from taking fees.

I also recently had a guest who booked for two weeks during the busiest season for my apartment. The shower apparently had a small leak and I was given an hour to solve the issue. Since I was briefly out of signal range I was only able to attend to the issue 90 minutes later, and had a plumber solve it immediately. It was too late; he cancelled the reservation and received a full refund during the busiest season. All attempts to contact Airbnb are unanswered. In fact Airbnb has never returned any of my messages. It’s shocking service all round.

My Home is a Fake Listing. Does Airbnb Even Care?

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Well I’m neither a host or a guest yet I am writing here. I have had eight different people, all Airbnb guests, knock at my home stating they have a booking. Obviously some con artist has listed my address on the Airbnb website and is taking the payments the guests are paying to stay at my address for himself. I have tried to contact Airbnb by phone several times only to listen to annoying music until I decide to hang up… the longest I’ve waited is two hours (thanks to unlimited calls by my service provider). The other way to contact Airbnb is by email but you have to register. I refuse to do this – why should I? Airbnb is obviously not taking fraud seriously because the guests that have arrived at my home for a fake booking have complained to Airbnb. Yet the listing must still be up as people still turn up.

Physically Attacked by Host, Still Waiting for Airbnb Response

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After complaining to my host that the swimming pool, described as “private” in the listing, was being used by their grown children and their friends (five kids between the age of 10 and 20 throwing a ball back-and-forth in a ten-meter  long pool is not exactly my definition of “private”), our host screamed at us to “get the f*** out of there” and ended up hitting my husband in the throat. We had to call the cops to be able to get out of there as the owner was blocking our car.

Airbnb’s reaction? I’m still waiting. It’s been three weeks. I had paid in advance for three nights, and spent only one there. I think it’s fair to ask to be reimbursed considering that we were forcibly kicked out, but apparently Airbnb considers it a sound business practice for hosts to pocket money in advance and then kick people out. Their lack of a reaction suggests so at least. In contrast: our host asked us for money, but did not have any grounds to do so. This complain was managed within days. So… what’s more important to Airbnb, people’s safety or money?

Airbnb is Collecting my Taxes and Not Paying Them

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I was surprised to see a letter from The Department of Revenue of Pennsylvania only to open it and find out Airbnb has not paid the occupancy taxes. However, they have been collecting the money from my guests for over 16 months. They state of Pennsylvania is looking for the last five quarters of taxes from me now. I called to discuss the matter with them because the website is a nightmare and impossible to navigate. I have now called five different times on different days and have been stuck on hold every time for a minimum of 25 minutes and maximum of 50 minutes before I give up or have to end the call. To say I’m frustrated is an understatement. I have nowhere to turn… except to stay on hold to pray someone answers. You would think if they make these payments you would be copied in on the paperwork in some form or fashion. At bare minimum, on your account page there should be a way to search for these payments or have their records available to you. If anyone can point me in the right direction or would like to share a similar story please feel free to do so.

Even Resetting Airbnb Password is a Nightmare

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I have tried for months to get Airbnb to reply to my question on how to access my account. The password I used to create my account does not work. When I go through the help steps to request a new password or reset my password, I receive an email to reset my password, but when I click on the link, I get a message saying ‘unable to perform action. Please try again later or contact support if you need immediate assistance.’ I then click on the link to ‘support’, but I need my passport to access my account in order to connect to the support desk. So, it’s back to ‘request a new password’… and on and on. I have tried for almost six months to access my account but I am not able to.

For unknown reasons, the details I entered when creating the account were incorrectly reflected on my profile, and I am having guests book for space I do not offer. I have just now had a request for a three-sleeper, which I do not offer, but the guest has paid. Now he has to cancel and wants his money back, which I do not have access to, as he has not checked in yet. I would also like to view the banking details Airbnb has for my payments but cannot access my account. I am not able to access my account to make any necessary changes or reset any information. I have asked guests if they are able to send a message to Airbnb to contact me, but I’m not sure they can.

I see there are numbers people can call from the US and UK (though they openly warn that you will be on hold for 7-12 minutes). I live in South Africa, and cannot do that. I find it very strange that they do not offer an email address where we can post questions and have direct answers. If you are at all able to change this unacceptable situation, please do so ASAP.

Lost in LA after Being Locked out of Inglewood Airbnb

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I reserved a room for a week and confirmed with the host that I would be returning at 1:00 AM from a conference each day. He did not have a problem with this and I was quite respectful of his space. On the third night when I got back I was locked out. He had locked the inside door to which I did not have keys. This was my first Airbnb experience and the last. It was 2:00 AM (I took an Uber from Downtown LA through construction). I had a long day at the conference and had to be back up to prepare for the conference bright and early. As a woman locked out in Inglewood, not knowing the area, only having enough money for food and transportation for the week, it was a pretty traumatic situation.

I could not locate Airbnb’s phone number to file a complain anywhere online when I looked during my brief breaks I had at the conference. After it was over, I finally searched online for awhile and was able to find a phone number and called only to be strung along by Airbnb. I don’t know which is worse, getting locked out in the middle of the night or the fact that Airbnb staff was unwilling to assist me in this matter. I have called three different times and spoken with a supervisor, who was not very helpful either. She said I needed to go through the resolution center. The host and I communicated through Airbnb before I contacted customer service. He was only willing to reimburse for two nights when he locked me out, and an additional night so I could stay there. We spoke briefly the following day after he locked me out and I informed him I was not comfortable staying there given the fact he locked me out and I didn’t have access to my belongings. He offered to reimburse me $50 at first. I have asked to speak with a manager and the supervisor informed me she was the highest person there. She refused to inform me who her supervisor was. I am not impressed and would not recommend Airbnb.

Memorable Anniversary Hell on an Airbnb Boat

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We had an issue with a host. She flatly refused to offer assistance. The result was a prematurely short weekend – a memorable experience for sure – and the loss of almost $400 in Airbnb payments. We simply wanted what was fair, and we got a “we’ll gladly reduce your next stay by 25%.” What a joke. We started our trip with grand hopes of a romantic getaway; it was our one-year anniversary. An Airbnb on a sailboat sounded wonderful. We arrived on Friday afternoon, March 10th, a bit early for our check-in. We had been told earlier than we could check in anytime, and we were excited about that. Upon notification of our arrival, we were given authorization to board “the Lydie” and await Clint Austin’s (the captain) arrival.

When he arrived, he briefly walked us through the cabin, and tested faucets. They didn’t work, so he flipped a few switches, the water came on, and viola. He showed us the bathroom and said there was plenty of water for the weekend. We tried the stove and oven; they didn’t work. He tried to get the pilot lit, but it eluded him. We never did get the stove or oven to work. A few more switches flipped, and Captain Austin was away. We were on our own. The trouble began on Friday evening; while getting ready for dinner, we noticed the smell. There was air freshener beneath the bathroom sink, which we used not sparingly. Showering, we noticed the water not draining. We made contact with the host to explain our concern about standing water in the shower, and she absently suggested we wait for it to drain or “use the showers above.” We had just spent $400 dollars to stay the weekend, a romantic getaway, on a sailboat, and we were told not to worry about the water because the showers above worked fine. Incredibly, the host’s reaction to a stopped-up shower gave her no pause, nor any real concern for our comfort or wellbeing. She simply didn’t care. Taking her advice, we waited for the shower to drain, but it did not.

By the next morning, the smell was beginning to become an issue, and our next contact was with Clint Austin, the captain. We tried calling, then sent a text at approximately 8:00 AM. As our day had been planned – a leisurely trip to Catalina Island via ferry – and we were going to be gone all day, we figured any issues would have been taken care of and the boat would be back to an acceptable condition. We arrived back to the boat well after 6:00 PM with the same water standing in the same shower and the smell was now unbearable. We again notified the host and was told not to use the showers, which were directly tied to the toilet, and that this had not happened before. At the end of the day we’re dealing with a marine toilet and marine shower. They were not as fool proof as your own home toilet, but the good news is no one got stranded, as we had showers and toilets at the marina within walking distance to the boat. Walking distance. Outside the boat, 50 yards away, through a gate, across a parking lot, through a locked door, and into 1970’s ripped shower curtain hell.

Though there was evidence someone had been on the boat at some point in the day, the issue was not resolved: the boat smelled horrific, and our host seemingly had no intention of making right what had gone so wrong. We were heartbroken. This was supposed to be a memorable weekend. The next morning at daybreak (6:00 AM), after a horrible evening of no sleep, horrific smells, standing water in the shower, an unusable toilet, an oven that didn’t work, a stove that didn’t work, and a host with better things to do, we left the boat. We notified the host of our departure, requested a partial refund (we were willing to split the difference, as the first night wasn’t perfect, but not worthy of challenge, even though nothing worked), and were told “no”.

We realize things go wrong. We understand that. We simply requested a partial (one night) refund as things certainly weren’t worthy of the money spent, and simple requirements, not creature comforts, were unavailable at the time of our stay. Toilets are necessary in a $200 a night room, regardless whether it’s marine, or otherwise. When we requested a refund, the host gave every indication she was unwilling to pay. I suggested that our review hadn’t yet been left and it would be great for me to be able to say “our host, though we experienced some technical difficulties, did the right thing, and we would highly recommend the Lydie, etc.” However, if she continued to be unwilling, our review would reflect as such. She took that as a threat, though none was intended. We were simply trying to get her to understand our experience wasn’t what was purported, advertised, nor expected, and that she, as a host, was under an obligation to right a wrong. The wrong was simple: that which she sold, and we purchased, was not provided. Our contract was breached, and though we were willing to compromise, she flatly refused. She even had the gaul to comment “at least it turned out to be a memorable weekend.”

We are therefore requesting a complete refund of our weekend. To date, though it clearly states within 72 hours we will have a resolution, we have had none. We have had no replies from Airbnb, nor the host (other than to offer a 25% reduction in cost on our next stay – as if that were a possibility), and are currently frustrated at the process. We simply want a favorable resolution to our issue, as the circumstances certainly warrant it.

Airbnb: Easy for Guests, Frustrating for Hosts

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As a host, Airbnb is not easy to deal with. If you have just one listing, it will take you a while to negotiate the system. Misunderstandings between lovely guests and yourself will make the experience barely worth the effort. I am a travel agent by trade. However, I have an Airbnb account and have tried to get three listings up and running. If you even attempt to create a second or third listing, the reviews will all be on the same listing. How are potential guests going to figure out why the feedback doesn’t even fit the room they are looking at? Also, your photos will get mixed up: when you open your profile, the photo listed may not even be there. Apparently, the photos randomly change. I cannot work it out and have had no success with contacting them. They keep asking if I am okay now and if they can close communication; the answer is always no.

The profile picture for your listing will be determined by Airbnb. You will have to delete the one they chose and play cat and mouse with them to get the one you want. The staff members barely speak English and sound really harried. You can email them but that will just be a communication exercise gone wrong. All in all, the site is horrible to use. I have stayed using Airbnb and that was easier, as anything other than the most basic hosting will be a nightmare.