Disgusted that Airbnb tolerate such bad behaviour and theft from a host!

[Omena0]

• I arrived in Amsterdam last Wednesday and had to collect the key from an Eazydrop - a business I believe some people in Amsterdam use to collect keys etc.
• I accessed the flat after 5pm that day with no issue
• I unpacked some of my things, had a shower and got ready to go out and see some friends that evening
• I returned to the flat after 5am and found that I could access the main door to the building but the key would not open the door to the flat
• I tried for over 30mins and was very distressed - I was using my full body weight to try and get the door open, turning the key which and every way but it would not open
• I then contacted the host via email and after 10 or so minutes she replied (as per the email conversations) she advised me to contact the emergency number
• I called the emergency number about 6 times and they told me they were trying to get in contact with the host
• Eventually after an hour passed (it was no after 6am) I was called by a man called Michael who said he was the host when in fact in the ad the host is a woman called Schchen
• Mikael told me that he would be over in 30mins with a spare key 
• 10mins later I receive another call from Michael informing me that he cannot get the spare key because the office is closed and will not open till 9am
• My only options were to either sleep in the hallway or check into a hotel. Michael suggested I go and wait in a hotel lobby. I informed him that I would do no such thing as I would not want the staff at the hotel to perceive I was there doing something untoward
• Mikael told me to call him later in the morning and we would arrange a suitable time for us both to meet at the flat and I would receive a refund for that night
• After 7am I checked into a hotel and after 4 hours sleep called Mikael and we arranged to meet at the flat at 1pm
• I arrived at the flat at 1pm, waiting for my outside was a young man who told me his name was Julius 
• We both accessed the main door to the building using the key I was given on the previous day
• We made our way up to the second floor and stood in front of the door to the flat. I then handed him the key to open the door - low and behold the door opened. I told hi that it was not so easy to open the door yesterday 
• Julius then went onto insinuating that I went to the wrong door, was I at the right door. I responded that of course I was, it’s the only door with the metal panelling on the left hand side and there are only 3 levels in the building. He said that because there was no issue with the door I would not receive the refund for that night. I was very annoyed by this, I had to spend over £100 to book a room for the night due to the faulty lock
• We both entered the flat I saw that Julius’s phone was in the flat by the desk - it was charging I relaid that this charger was in fact mine but it was in my bag and not in plain sight. This further exasperated and annoyed me further. That he was insulting my intelligence, accessed the flat without my permission and then used my property to charge his phone.
• For that reason I told him to leave and to end the argument as we were getting nowhere and I wanted to leave - I no longer felt save and felt violated that someone who thinks it’s ok (regardless of whether he works for/owns the property) to let himself in without me bing there and to touch my property
• I explained to him that I would be checking out and would no longer stay at the property because of his unscrupulous behaviour. I confronted him that there was an issue with the lock and he must have rectified the issue either himself/called a locksmith prior to my arrival. Therefore alleviating themselves of the promise to refund me for the night
• Therefore I made the decision to leave and go back to the hotel
• I contacted Airbnb and spoke to a representative called Joe. I explained the situation to him and he could clearly hear on the phone how upset I was upset by the situation
• He informed me that is my decision to leave - my response was I no longer felt safe being in the flat. He said that he would send me an email and once I had checked into the hotel I should provide him with supporting evidence of what had taken place

 I have been visiting for 2 years and go 2-3 times a year. I have stayed at hotels and Airbnbs - I have never had an issues with gain access and the hosts at who’s properties I have stayed at have given me glowing feedback. I felt o strongly about how I had been mistreated a dutch friend of mine who lives in Amsterdam reported the host and the management agency to the Amsterdam city hall.

I have escalated and written to Airbnb twice to give me the contact details of their legal dept as I do not agree with the outcome of the decision made. My emails have gone unanswered!

[Isabel203 · Accepted solution]

@Omena0, what a terrible experience! So sorry that happened to you. You made the right decision not to get out of there! Don't give up on the complaint process. If you haven't already, you can (should) also report this through the review process.

[Omena0]

Hi Isabel

I was beyond tearful! No need to apologize I just don't want anyone to go through what I went through, especially with that host and her unscruplous anagement agent. I am continuing to complain and have done so on the Airbnb Facebook page. Airbnb think I'm going to give up but they are wrong. I will NEVER use their site EVER again to making bookings...hotels from now on!

Below is Airbnb's resposne to my compliant. Ho w can they expect me to say at a property where I don't feel safe?! 

The host accused me of screaming and yelling at the agent - there was no screaming and yelling, we both got into a heated arguement after I had seen he had entered the flat prior to my arrival and gone into my bag and helped himself to my charger! She had the audacity to email me afterwards to say I should apologise to him when I next see him.

I have left her a less than satsfactory review and I'm sure she'll resort to lies - but as you can see from my account I have had nothing but positive feedback from my hosts and vice versa.

HI Omena,

I have collected all information possible in this case and I have come to a final conclusion that abides by Airbnb policy.

First of all, thank you for your documentation and submit your case to us. I appreciate your patience in waiting for a resolution to this issue.

We would refer to these situations as personality conflicts. These occur from another issue (such as the lock) and escalate into an argument. From this, we first try to mediate between both parties and come to a solution and salvage the reservation. Ending the reservation is our last resort and we always try to keep them alive by finding a middle ground. If the reservation has ended, we tend to dictate who receives the money to the person who tries to salvage the reservation the best. For example, if we do not get the opportunity to mediate:

>If a host throws the guest out, it would be canceled by Host and the guest would receive a full refund.
>If the guest decides to leave, the refund is subject to the cancellation policy

Because personality conflicts tend to be one person's word versus another, we go by the actions of either party after the initial argument. Because the host gave you the option to stay and you left on your own accord, I am sorry to say that any refunds are subject to the host cancellation policy. I have tried negotiating with the host to refund you some of the money, but she is not willing to do so.

I'm really sorry I can not give you a more appropriate answer. I would like to thank you for being part of our community and for your understanding of our policies.

Please let me know if you have further questions or if there is still something I can do for you.

Best regards

Joe
www.airbnb.com/help

[Casa-Placencia0]

I am having a similar issue with an apt I booked in NYC in June-I have emailed Airbnb many times and they have replied ONCE that they will be dealing with this, then NOTHING unitl I email again and same thing, one email from my "new" representative, then NOTHING. I have had 3 different people email me and last one, SOLOMON, actually called me to apoligize and tell me this would be handled right away-this was 8 days ago and after I sent 3 more emails, NOTHING. 

Besides this apt in Chelsae for which I PAID $500USD per nt was FILTHY and not as pictured at all, I was actually hurt quite badly by falling after sitting in a broken chair and had to cut my trip short and return home to Belize to see my doctor.

As a highy rated AIRBNB HOST, myself, for more than 6 years in Belize, I certainly expected better treatment than this.

Perhaps Airbnb has become to big, too quickly and cannot hande their business.

At any rate, I will be requesting a chargeback from my cc and I encourage you to do the same.