Host Pet Allergy Problem: Awful Airbnb Guests

Posted on February 22, 2017

I have had several problems with Airbnb in the past and I am a Superhost. This time was so crushing. I specifically stated I have a no pet policy because my oldest is extremely asthmatic to dogs and cats. I came home to find the guests brought a dog into my home and it defecated all over the house. It was disgusting. After 40 emails and pictures, Airbnb would not refund the carpet and house cleaning bill. Sadly, this is not the first time Airbnb has sided with a guest over a Superhost. I had a guest cancel on me at the last minute and I have a strict cancelation policy; Airbnb refunded the guest in full. Airbnb customer service is perhaps the worst I’ve encountered. You cannot actually speak to Trust and Safety and when you call the help desk they claim they have no way of getting a hold of the team. What is the point of a security deposit if a guest can break house rules and not be held accountable?

Charged by Airbnb without a Reservation

Posted on January 24, 2017

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.

Threatened by Host, Airbnb “Trust and Safety” Can’t Help

Posted on October 26, 2016

Your, your family’s, and your friends’ safety is at risk with Airbnb. They do not care about you and will not help you when a real threat occurs with a host. Our host did not show up at the apartment we rented and we had to pay for a taxi to her brother’s home to get the key. She expected us to ride a dilapidated old scooter with suitcases to the actual apartment; we paid for a taxi instead. The apartment was not the building on the listing: the room, size, layout, amenities, and everything else was different. Total scam. Initially Airbnb helped us get a full refund. However, the host threatened to call the police and somehow learnt where Airbnb relocated us. This is terrible customer safety. Our case was elevated to Trust and Safety but they never replied. Never. Not after being threatened, and not after nine phone calls, twelve emails and five weeks since the event. Not one single contact. This is the Trust and Safety team. This was a urgent priority matter and it is only by pure luck and our own initiative we were able to rescue our holiday. I have used Airbnb before, but never again.