Airbnb and guest screwed me over

[JoAnn0]

I have been a Superhost for 5 years and after this months guest Jenny not returning my keys and me having to replace locks and keys and be denied any help from Airbnb whatsoever I am totally disgusted in this service. Airbnb is manipulative, strategic, and dishonest in their claims to back hosts. I was given the run around for 2 weeks then denied reimbursement and case closed by Jason the case manager who never spoke to me once. The guest refuses to make good on my request for reimbursement. They did not even put up my review of the guest to let other hosts know that I do not recommend Jenny because she is unethical and refuses to make good by her negligence and to beware. Airbnb is covering up bad guests and we are the ones suffering. They also cover up not making good on claims and giving hosts the run around. Let’s see if the truth is allowed to be posted here or not since they have shown to me that being a Superhost means absolutely nothing to them when asking for help when damage is done and reported the same day. Who else is being mistreated by this service? 

[Geraldine60]

I am sorry to hear about you bad guest.  I am extremely sorry to hear how you are being treated by Airbnb.  I wanted to tell you what happened to me yesterday by a guest.  You are not alone in getting bad guests.

My apartment was booked for a one night stay.  It was for a brother and sister.  The sister lives in Nice and I was told that she wasn’t able to accommodate the brother.  Hence, she booked my apartment.  This guest came via Instant Book with only one review.

The next morning I went over to my apartment to get it cleaned and ready for the new guests who were coming the same day.  When I arrived at the apartment it was just the brother by himself.  

My apartment was left left in a terrible state. They had obviously had used my apartment for a party and invited other people into my apartment unbeknown to me.  I didn’t really see the extent of the damage until the guest had left.  My sofa bed has been completely broken.  I had a lovely white trolley in my garden beside the table and chairs.  It was old but it was nice and also useful.  It was completely smashed in two.  A very nice  picture had been taken off the wall.  I thought it had been taken but fortunately I found it in the bedroom.  Cigarette buts everywhere.  I am absolutely devastated.  I now have no sofa bed for my guests who require it and I am still pretty booked up.  I have contacted Airbnb for reimbursement of the bed which was a good bed.  However, I am almost sure that the guest will get away with this damage.  I have been with Airbnb for a number of years now.  From my own experience, the guests which I am presently receiving has deteriorated immensely.  Such bad bad guests who lie threw their teeth that they didn’t do any damage and then leave you a retaliatory review which can affect future bookings, and yet there is not a thing you can do.  It seems to be all in their favor.

i do hope that you get your key situation sorted.  I also had a guest a few years ago that broke the lock on my door and I couldn’t close the door. I had to get a locksmith out to fix it. It was a terrible experience as well.

[JoAnn0]

Geraldine it’s just awful what happened to you and me but what’s worse is Airbnb has completely changed my view on how I see them and how I feel about renting my home out to strangers knowing I do not have them standing behind me after how I was treated this last go around. I got stuck with the bill having to replace everything. This was only my second claim in 5 years. I had a couple rent from me for 2 days during that time they had 12 people plus themselves in an area suitable for 2. Toddlers to older people I was furious! I clearly state this is for 2 people only. Now I state only those who bookthe Airbnb are allowed in the Airbnb for insurance and safety precautions and to please ask your family and friends to meet you outside. 2019 has turned out to be the worst year with guests and Airbnb both the quality of the people and service have gone downhill for me. Don’t get me wrong I had many wonderful guests over the years and this year included but a lot of disrespectful ones too. But Airbnb not standing behind their Hosts and giving them the run around takes the cake! I’m sooooo sorry this happened to you and I hope you get reimbursed for your damage. 

[Geraldine60]

Hallo JoAnn.  Thank you for your message.  I have been with Airbnb a few years now and like yourself, this is the worst year that I have ever had with guests.  So disrespectful of my apartment as well as being so rude and demanding.  I just am so shocked the way in which Airbnb guests have now deteriorated.  I have had retaliatory reviews from bad guests which in turn has now dropped my listing now on the site.  It’s just Beggars Belief the way in which they get away with their behavior with Airbnb.  I am still waiting to be reimbursed for the broken sofa bed. I don’t live on the site.  I live about fifteen minutes away.  My neighbor who lives on the site told me that the guest held a party and he saw between 20-25 people arrive at the apartment.