Katie I’m dealing with a current situation similar to this
I am writing to formally express my deep dissatisfaction and frustration regarding a recent Airbnb stay that was grossly misrepresented and led to a highly uncomfortable and intrusive experience.
When I booked this property, it was clearly labeled as an “Entire Home”—a designation that, to any reasonable guest, indicates full and private use of the entire property without the host or others being present. This understanding was reinforced by the receipt and listing filters I used during the booking process. I have used Airbnb frequently and rely on those filters to ensure the properties meet my expectations, which they typically do. Unfortunately, this experience was a significant and unacceptable exception.
My girlfriend and I were flying in from Scottsdale to celebrate my 30th birthday with friends in the Denver area. On the evening of the 16th, I received a message from the host about a waiver for hot tub use—something I’ve never encountered before and found odd. I didn’t open the waiver until our flight was delayed the following day, at which point I was shocked to learn that the host would be present on the property during our stay.
This was never disclosed up front. By the time I discovered this, ski passes, spa treatments, and other non-refundable activities had already been purchased, and changing plans last-minute during Breckenridge’s closing weekend would have been logistically and financially impossible. Despite serious concerns, we proceeded with the booking under duress due to these sunk costs.
Upon arrival, the issues continued. Parking became an immediate problem—not due to lack of space, but because we had to accommodate the host’s vehicle. We were forced to park in the snow and trek through it at night, which was both inconvenient and unnecessary had we actually had full access to the home as advertised.
Our interactions with the host throughout the weekend were intrusive and inappropriate. She confronted one of our guests for placing a snowboard in the garage (a space she herself had designated for snow gear), and we experienced multiple surprise interactions with both the host and, at times, possibly her daughter. One of our guests even heard someone in the entryway when the home should have been empty, and no one from our group could account for it. Later that evening, the host appeared in the garage with a plate of cookies—a kind gesture perhaps, but extremely unwelcome in light of everything else. We were not seeking a shared experience, nor did we intend to have a live-in host as part of our vacation.
Most troubling of all, the host’s section of the house was accessible through an interior door located in the shared foyer—a door we could not lock. This meant we had no true privacy or security, even though we had paid for what was promised to be a private home. To make matters worse, the master bedroom door would not fully close or lock due to faulty hinges and alignment, which further undermined any sense of safety.
In sum, this listing was fraudulently marketed as an “Entire Home”, and that deception significantly impacted our privacy, comfort, and overall experience. I felt like an unwelcome guest in someone else’s house instead of a paying customer renting private accommodations. The situation was awkward, distressing, and frankly unacceptable.
I request a formal investigation into this listing and appropriate corrective action from Airbnb, including but not limited to a refund for a stay that was not delivered as advertised.
