Airbnb collecting money without showing any proof or evidence

[Tim339]

Recently Airbnb collected 174 dollars from my credit card saying I stole a laptop and a leather jacket from a host I was staying at.

They didn't give me no evidence I stole that. They didn't even try to prove anything. They just collected money.

I didn't steal those things... and I want my money back. Maybe you know where to complain?? And what to do?

[Branka-and-Silvia0]

@Tim339

maybe you didn't stole it, but would it be possible that someone from your group did or a visitor if you had any,  or maybe you forgot to lock the door or close the window after check out?

Unfortunately your reviews are not perfect, it seems some previous hosts were not happy with you and you are marked as a "bad guest" . Your host , in the other hand is superhost so, in she said - he said situations like this one Airbnb trusted your host more then they trusted you.

I really don't know what could you do now to get your money back.... but, considering your reviews and everything maybe you would be better suited in a hotel.... no offence...

[Sarah977]

@Tim339 You have at least 3 reviews where the host says you left the kitchen a disaster. It would be very unusual for 3 hosts to claim this if it weren't true. And your response to any criticism is to call the host a liar, rather than to think about how you could be a better guest.  I'm afraid you look like an undesirable guest and because of this, it's hard to believe that the theft was not in any way attributable to you or the rest of your party, if not theft, than maybe leaving doors unlocked (mentioned in other reviews).

[Tim339]

What has a dirty kitchen to do with a robbery accusation? 

Yes, anybody can write a review they want to write... and 3 people said I left their kitchen dirty (it's their opinion).... BUT around 20 people recommend me to other hosts! 

But anyway that has nothing to do with a robbery!!! I suggested the host to go to police  right next day.... she refused. And Airbnb closed the case!!!! Then 3 weeks later they just took 174 dollars from my credit card not shpowing me no evidence.... NOTHIN!!!! They didn't prove anything, they didn't even show me a single evidence!!!

Do you think it's ok??? That's how things are done here?

[Tim339]

And one more thing.... what is the first thing you do when you got robbed???? Do you write to Airbnb asking for money???

NOOOOOO!! You go to police! Or am I missing something??:?"

[Sarah977]

@Tim339  Yes, of course one should report a theft to the police.

As for your question about what leaving the kitchen a disaster has to do with it, it indicates a person with little respect for the space they have rented, and your responses to those reviews, every one of them labelling the host a liar, makes it difficult to trust what you say.

[Tim339]

I'm not here to argue about the cleanness of kitchens! YES, I do have 3 bad reviews.... but I also have 22 GOOD ONES!! So what do you belive?

A clean or a dirty kitchen is a matter of opinion.... you can clean all the dishes and leave them on the table (not in a closet where you found them), and the host says you left the kitchen a disaster.

And I also have to remind you that MOST of the hosts charge a cleaning fee!!!!! For what?

Anyway once again! I'm not here to talk about kitchens! I'm talking about a robbery accusations!!! And if you do not have anything useful to comment on that, then please don't!!

[Helen3]

I agree with you that bad reviews for how you left a listing have nothing to do with theft.

When you heard from Airbnb/the host about the missing items - what was your response. Did you ask them why they hadn't reported the 'stolen' item to the police?

Did you ask what evidence they have that you or your guests stole the items?

[Rebecca0]

I agree.  There is a world of difference between not cleaning the kitchen and being accused of theft.  I find it incredible that Airbnb would take money from a guest without any evidence.

@Tim339 Are you sure there is not more to this story?  

[Tim339]

Of course I asked them about evidence... they don't let me see the evidence... probably cause there's no evidence, probably cause I didn't steal that laptop. Why would I need a used laptop???? I've been using Airbnb for more than 3 years, and suddenly I decided to rob a somebody? That's ridiculous!

[Sarah977]

@Tim339   Since you asked- cleaning fees are meant to cover what the host has to pay their cleaning staff for the deep cleaning- vacuuming, washing floors, cleaning the bathroom, doing laundry, making the beds, dusting, removing the garbage, replacing soap, toilet paper, etc. Things hosts don't expect guests to do. It's not meant to cover guests' personal messes, like leaving their dirty dishes, greasy stovetops, etc.

[Olivier291]

@Tim339,

Unfortunately per Airbnb Terms you agree this could happen:

"If you agree to pay the Host, or Airbnb determines IN ITS SOLE DISCRETION that you are responsible for the Damage Claim, Airbnb Payments will collect any such sums from you and/or against the Security Deposit (if applicable) required to cover the Damage Claim pursuant to the Payments Terms. "

"11.1 If you as a Guest (i) agree to pay the Host in connection with a Damage Claim, or (ii) Airbnb determines that you are responsible for damaging an Accommodation or any personal or other property located at an Accommodation pursuant to the Airbnb Terms, 

you authorize Airbnb Payments to charge the Payment Method used to make the booking in order to collect any Security Deposit associated with the Listing, as well as any amount of the Damage Claim exceeding any Security Deposit."

It's not just about you, Airbnb NEVER justify any decision per TOS all users agree.

Here (in FR) in case any host claim about a thief, the site REFUSE to go ahead with any claim up to 250€ WITHOUT a formal Police (or Gendarmerie) report.

So here there is only 2 option:

- host finally filled a "dépôt de plainte" (complaint) with the authorities as asked by Airbnb which decides in its sole discretion to charge you 174USD  for a missing laptop and leather jacket (not even a third part of cost I suppose).

- host filled a request for anything else (real or not) like mess, cleaning issue, etc and the site decided in its sole discretion to refund her 174USD.

Other hosts will correct me if I'm wrong but the Airbnb dammage claim process is so difficult to cumply due to all Airbnb rules I'm quite surprised this host succeeded to win the case (I express no opinion wether it's fair or not).

[Olivier291]

@Tim339,

"And I also have to remind you that MOST of the hosts charge a cleaning fee!!!!! For what?"

First of  all, per TOS (I know I'm a pain but on Airbnb only TOS matter): "11.1 As a Guest, you are responsible for leaving the Accommodation (including any personal or other property located at the Accommodation) in the condition it was in when you arrived."

This means even if hosts charge a cleaning fee you have to left the accommodation in good conditions as from Airbnb point of view "Cleaning fees help hosts account for extra expenses they have getting their listing ready BEFORE guests arrive OR AFTER guests depart.

You are supposed to be provided a cleaned listing with clean linens and towels, TP, soap, etc on arrival. That's what I personally charge a cleaning fee for (in addition to a 2h normal cleaning tour). Not for any extra cleaning hours!

[Tim339]

Exactly!! The first day the host told me I stole her laptop, I immediately suggested to go to police... to go to police together even, as I was still in France, but different city. She refused. I suggested Airbnb so we together go to police... I also suggested Airbnb they ask my host in Lyon (the next city I went) to check my bags and look for a laptop.... they didn't react at all.

Anyway this case was closed after a few days!!!!!

THEN after 3 weeks Airbnbn suddenly collcted 174 dollars from my credit card without any explanation!!! It was October 25..... and STILL I've been asking them to provide me with some evidence or prove my guilt!! They do not respond, they do not react!

You gotta prove a person is guilty, and only then   charge him with something!!!

[Rebecca0]

Many people suggest going on the airbnb twitter account to get a response.  If you do so, I respectfully suggest that you lose all the !!!! and write calmly and factually.  Best of luck.