Venting my frustration at Airbnb's sloppy host vetting

[Christine615]

So I'm at a quandry. I'm popping in to see my daughter for a quick weekend with my husband. Booked an Airbnb within walking distance of her apartment. Host has several good reviews. Get a message (no last name, by the way) saying that the address on the listing is not the REAL address. Apparently that is the place where guests used to pick up keys.  Instead, the real apartment is 1.5 miles away (a 31 minute walk versus a 5 minute walk).

(insert as many expletives as you want here)

How does Airbnb allow a host to list an address that is not the actual address, then tell the guest - oops - go to a different place. Who vetts this stuff?

Venting over. (I'm considering cancelling - it's been less than 24 hours - but that may mean I lose my coupon used to bring the cost down)..

What would you do if you were in my place?

And shouldn't Airbnb start requiring verification of address?

[Susan1188]

Sorry but as a superhost I'm still a bit mystified by this post.  I know how hard it is to maintain superhost and as such, I don't see how a host could possibly be fooled by a fake or scammer listing?  
I mean, would you book a place with 0 reviews?  Lower than market price? available in high season? 
I don't know the details but seems to me it would be very hard as a scammer host, to scam the system for more than 1 or 2 reservations.

[Sarah977]

@Susan1188  I've actually read posts here from hosts who are doing strs illegally ( they seemed to think other hosts on the forum would be supportive of this, as if all hosts think that anyway you can manage to list onAirbnb is fine). One in particular I remember where she said the front desk person at the condo was great because he was "in on it". All of her guests were told that if anyone asks, to just say you're a friend of the owner and that all of her guests had been fine with that. There are plenty of guests, apparently, who don't mind these deceptions. And Airbnb doesn't seem to care. 

[Christine615]

My daughter just confirmed that the place she rented in Atlanta was in an apartment building. There was a sign of rules in the elevator one of which said no rentals less than 30 days. She was stuck because she'd already checked in, but there was a note in the condo she found that said "if asked, just tell people you're a friend staying with me."

This stuff has to stop. I'm looking for a hotel since Superhost support still hasn't gotten back to me and I'm flying out in 3 hours. 😞

[Christine615]

@Susan1188 I cancelled a reservation last year when Immediately after I instant booked an “undisclosed” go-host not listed on the profile and with no reviews asked me to send my email so they could request a “refundable service fee and a copy of my ID” off platform. Not through the resolution center or the inbox. When I balked the supposed “host” emailed to say she had the guy help because she was such a busy actress but to feel free to call her but don’t be surprised if she takes a while to respond. Then I noticed one bad review among others that were glowing but eerily similar.

Airbnb already knows some people are scamming the system. We just have to help identify them. 

This weekend the host I cancelled had 5 reviews. Then 7 a few days later. Now 8 a day later. Has only been live since December but all 5 stars. The host did not leave a single review for any of the guests. So combine that with listing under a phony address and not responding to me OR Airbnb when we asked about missing checkin info .. it’s a ghost or a scam or both. 

I’m  an experienced host who did my homework. and got Airbnb involved. What happens to inexperienced guests who don’t know better?

[Susan1188]

This is very weird and I don't see how he can be getting fake reviews?  Or doing them himself, booking his own place for discount price?
This is traceable Airbnb knows what IP adress and other info was used to book so usually they can catch the person out if you signal it?
Surely you can report him for asking for the service fee and ID info off platform unless he has legal reason to do so (in Andalusia we are required by government to get ID).

[Sarah977]

@Susan1188  There's plenty of scammy hosts who get friends or work with other scammy hosts to book and review each other's listings. They can just give the fake reviewer their money back privately including the Airbnb fee- I guess it's worth it to them to get that fake good review. There is nothing Airbnb could do about this, because as far as anyone knows, it was a legitimate booking.

And you'd be surprised how many guests are willing to go along with scammy hosts' instructions to "if anyone asks, just say you're my friend" or "don't talk to the neighbors" or picking up a key around the corner in a key safe attached to a bike rack, etc.

[Genaro18]

You’d be surprised how many people just get through it and never report it. That whole situation could be taken off line within four hours if somebody calls Airbnb and reports it in a calm manner and takes a picture or does something to give Airbnb something to work with. They’re going to take it down -that’s not cool— it’s a wrong situation in every way—

there’s plenty of places to put where to pick up keys elsewhere—within the listing there’s a real scam going on here trust me I know doing a fake address at that level is a deliberate act

[David7870]

Not sure if your there yet but regardless how you feel about the place, post in the Air BNB thread with your host about the keys and location and how it’s not as it’s listed. And then decide fast if you want to leave. That would be the only way to receive a refund.  Staying will more than likely get you no recompense. But if you like it then it doesn’t matter.  

[Christine615]

Okay - here's the update. As of today we are flying out in a few hours. Host has not provided the promised check-in information or even an apartment number. The listing still shows the West Hollywood address and now the host has additional reviews (posted within this week). None of the seven guests has gotten a reciprocal review from the host (I can see them in their profiles).

Listing is here: https://www.airbnb.com/rooms/53650856

Messages seem to be automated.

I just called Airbnb support to cancel the reservation and said I feel unsafe continuing. Superhost line said 15 minute wait but I got a return call right away. Verified my account then sent me to a specialist. Put me on "hold" for 30 minutes (same song played over and over again) after which Superhost support hung up. I got emails asking me to verify my account again but they timed out. Then I got a message to check my inbox but clicking on it said "error."

Finally got an inbox message asking for more details. I gave them the two addresses and pointed out the host is not communicating.

Their response, "hold on, we need to reach out to the host, first."

Why isn't a bait and switch address and failure to provide any information on how to check in (on the day of check-in) not an automatic grounds for delisting?

I did check other West Hollywood locations with openings availabale. They ALL say they're a group of investors with multiple properties. Some are brand spanking new but have identical profile descriptions.

No thanks. I'm looking for a hotel as we speak.

I'm a superhost with four years of experience waiting for Superhost support to check someone who has been a host since December with 7 who broke the terms of service. Sigh.

Tagging @Stephanie for back-up just in case this needs escalation.

[Stephanie]

Thanks and sorry again for this debacle @Christine615 glad to hear you finally got somewhere just now (via DM for those following the thread.)

[Christine615]

Stephanie and CS for the win! Host not responding to Airbnb directly or seance so everything was canceled and refund issued.

#ghosthost

[Sarah977]

@Christine615  Now it'll be interesting to see if the listing gets suspended, or stays up, luring in more guests who aren't as savvy as you.

Enjoy your trip and the hotel 🙂

[Christine615]

@Sarah977 @Listing is still up, still shows it’s in West Hollywood, still shows host responds in one hour (they didn’t even respond to Customer Service) and now has 8 five-star reviews. 

insane. 

Airbnb asked me to rate the host even though they canceled the reservation themselves. I rated one star, checked the box saying the address was incorrect snd was still asked to rate cleanliness, amenities, etc..I had to check other, each time and explain the situation.

Just give me one month working in host services. This practice of bait sand switch would not be allowed to continue.

[Sarah977]

@Christine615  Remember back a few years ago, after that Vice article about bait and switch where some guy in London, I think, had hundreds of listings that were bogus and bait and switch? Which guests had been reporting for years and the listings stayed up? And Chesky made a big announcement about how they were going to verify all listings?

What a bunch of hogwash. They don't even remove what is reported as purposely inaccurate, or even listings where irate homeowners report that their tenants are listing illegally, violating their no-subletting lease. 

[Christine615]

@Sarah977 @And yet superhosts are reporting suspensions for unspecified reasons. Sigh.