guest identity

[Alison660]

I started calling Airbnb about a guest who was probably dealing drugs since he was busy opening the outside gate to our apartment repeatedly from 2-5am.  After many chats and calls, Airbnb told us we would lose our ranking if we evicted him because our rules did not say that people could not come and go from midnight to 5am.  We messaged him that our neighbors would call the police if it happened again. He said it was his girlfriend and that it would not happen again.  The next night he texted us at 1am that he had to go out to get food that was being delivered by UberEats (we checked and UberEats does not deliver in our area).  We chatted and called Airbnb again the next day, and after several hours were ridiculed for wanting to evict someone for ordering a food delivery, even though we told Airbnb that it was a lie.  Airbnb was no help and so we sent him a message asking him to leave, which he did (probably because he realized we would call the police).  Then, we got a message from Airbnb to rate him as a guest.  When we clicked on it, we realized that the name had changed, and his profile picture (which we suspect was a stock photo), had been deleted.  So, we chatted and called again to Airbnb, and after a long time were finally told that anyone can change their name and profile picture whenever they want and that guests (quoting from Airbnb) “can change the name appearing on the account, but we do not consider it as faking their identity as hosts require guest (sic) to submit valid IDs before check in.”  

Here is what I erroneously thought Airbnb's policy was:

“As a guest, the following will never be shared with your host or anyone else who uses Airbnb:

The photo of your ID.

What gets shared with your host:
The first name on your ID.
Whether you're over or under 25 years old.
Whether your ID has been successfully added.
Your profile photo and profile name.

Our guest told us he was 21, but Airbnb did not notify us that he was under 25, and we mistakenly assumed (as many hosts probably do) that his first name, profile photo, and profile came from Airbnb.

Here is a grossly misleading press release from Airbnb:

San Francisco, Calif. (April 30, 2013) – Airbnb today announced Verified Identification, a new tool designed to increase transparency and build trust in its global community. Verified Identification, which the company is beginning to roll out in the U.S. today, confirms that an Airbnb user’s online identity is consistent with their offline identification. It’s the latest example of Airbnb’s innovation in the trust arena, building on features like the $1 Million Host Guarantee, secure payment structure, and 24/7 customer service.

The last message I received from Airbnb in answer to my question of how do hosts know "who to expect" (the exact wording Airbnb uses) was:

“No. They can change the name appearing on the account, but we do not consider it as faking their identity as hosts require guest to submit valid IDs before check in.”

This policy of Airbnb defeats the entire purpose of the "community."  Having Airbnb verify guest's identity is THE most important service Airbnb can provide to hosts.  But now they are telling me (and other hosts) that WE are responsible for checking IDs.  Airbnb misleads hosts by all the assurances that guests have to submit IDs to Airbnb before booking.

I never got an answer as to who was going to pay for cleaning up the drugs in my apartment.

[Branka-and-Silvia0]

@Alison660 

most hosts assume and take for granted that Airbnb knows and will share guest's personal info in case of any problems.

That's not the truth and in Airbnb TOS is written they will never share the guest's identity. Even police have problems to get it from Airbnb simply because Airbnb doesn't have it.

The only way we can know who has the key of our property is to meet them at arrival and ask them to show us their IDs and then to write all informations on a paper or take a photo of it.

Yes, guests can change their photo and name whenever they want, isn't that great?

[Mark116]

@Alison660  Pathetic but not surprising.  And of course, airbnb actually pressures host NOT to ask for ID upon check in and has suspended/banned hosts for doing this, but yeah, whatever, it sounds good.  

[Helen350]

@Mark116 WHAT????!!

[Alison660]

Mixed messages--on one had we are supposed to think that Airbnb verifies guests, on other hand they tell us we have to ask for IDs, and on other hand they penalize us for doing so.

[Jennifer1421]

@Alison660 @Mark116 @Helen350

I did some querying a while back with CX regarding interpretation of the ToS, specifically around guest names/ids and whether these would be released to my insurance in the event of a claim and a court action. As part of that conversation, I had asked,

"Will I be censured/removed from the platform for being non-compliant with the Terms of Service, should I refuse entry to a guest in the event that they refuse to produce id for verification purposes?"

The answer was: "So long as you are up front about your expectations, your guests will comply. Allow me to assure you, you will not be the first host to make a request like this. With that said, turning a guest away at the door on check-in, is about the worst thing a host can do. That is basically stranding a human being hundreds or thousands of miles from home. " Not terribly equivocal. My assumption from this non answer was YES. I would be removed from the platform for trying to ensure that the guest who booked was the person at the door.

In another part of that convo, the CX stated, "Nobody will be able to book a reservation with you under a false name. One of the checks we do is verifying the guest's name. You will always have a record of the guest with his/her correct, legal name." Of course we all know that's a total lie. I have a current reservation with the name "Vanz00". She has been verified, but I certainly have no access to her legal name.

[Mark116]

@Jennifer1421  It is definitely a total lie.  We had a guest, who turned out to be lovely, but, her full name never appeared after the reservation was confirmed, so we called airbnb, thinking it was a glitch.  They told us it was no glitch and not a problem as far as they were concerned.  A first name plus an initial?!  So, it is unequivocally false that hosts 'will always have a record of the guest with his/her legal name".  Totally false.  

[Alison660]

Interesting that they told me that hosts ask for IDs.  Something is very wrong with Airbnb.

[Pete69]

On a side note, you can do reverse image searches. These online tools can help you figure out if someone is using a stock image, someone else's image, etc.

[Kath9]

@Alison660 oh I didn't realise 'hosts require guests to submit valid ID on check-in'. Isn't that what the 'verified government ID' is for? Silly me, I've been doing it wrong all this time! 

[Alison660]

Every Airbnb host has apparently been doing it wrong, and Airbnb has not been doing their job.  They let some random drug dealer set up a fake profile and stock photo.

[Branka-and-Silvia0]

Yes @Alison660  that's right, any crimminal can set up a fake profile and stock photo or a photo of a flower and change it whenever he wants. Disposable phone number and an email are enough. 

In some countries like Croatia, Spain, Italy... hosts are required to register all their guests and submit their personal information via online form to the police immigration department within 24 hours.  My country has an overwhelming bureaucracy that is killing us, but I like this particular rule. It should be mandatory everywhere in the world. Guests are not anonymous here. Hosts and police know their names as soon as they check-in in any hotel or private accommodation

Every host in a world is allowed to verify his guests, you just have to state this in your house rules.

[Rebecca181]

This has become a real  sh$# show. Glad I de-listed after the Orinda shootings. I'll re-list if Airbnb ever cleans up their act.  Not holding my breath. 

[Denis227]

@Alison660 

Thanks for taking the hassle of putting your story on the forum. I can hardly help you with the legal implications of this Airbnb fraud being on the other side of the Atlantic.

But as president and founder of a french consumer association, I can assure you that AirBnb is not the only BtoC company (ie selling direct  to  customers)  who has made permanent  OVERSELLING DECEPTION and EXAGERATION  the core element of its marketing policy towards  customers. 

What is however quite original in the case of  AirBnb is that these same lies and exagerations  also form the basis of strong  Public Relations. campaigns.  Nprmally incorporated liars  restrict their communication solely to their  customer base so that the number of people likely to uncover their blatant exagerations or lies be limited to the  smallest possible group. 

In the case of AirBnb the lies  are poured permanently onto the media , the institutions .... far beyond the "private"  circle of their own  customers. In my view this  makes the company's  top executives a fascinating bunch of unrepentant assholes.  

Now back to your testimony. You were told this 

" Airbnb “can change the name appearing on the account, but we do not consider it as faking their identity as hosts require guest (sic) to submit valid IDs before check in.”  

I would be you, in order to set the ground for future legal actions in the US by consumer associations and to start compiling  an unofficial register of AIRBNB LIES, I would immediately write a registered letter to AirBnb's top management giving a detailed account of the whole story and  asking them to  explain to you by return letter,  the meaning of this quote from their customer service, and to explain to you ,  how , in these conditions, you may be able to  protect yourself against undesirable guests. 

In your letter you should use irony as much as you will be able to. An ironical letter is more easily shared and read  (between  journalists and in the social media)  than  mere  factual letters.  

Something like 

"Your CS representant told me I should expect calls  from  2 to 5 am given that I did not indicate in my house rules that people are not allowed to come and go during this timeframe.

I would thus very much appreciate that you let me know by return letter  the maximum  number of lines which an  AirBnB house rule  can include for a particular listing. 

As a matter of fact given the liberality with which you authorize any potential wrongdoer or offender to register on your website (and to change his/her registration name at will), in order to sleep with complete peace of mind  in my own house,  I intend to copy paste  the whole civil and penal  code of the USA within my  house rules " 

Since I have some years of experience in harassing Big Corporate liars, I can figure out  the impact of your letter. 

In lieu of answer, you will probably get a vague letter drowning the fish  or, more possibly, a convenient phone call ( convenient to avoid all   written record of the conversation ) That is exactly how **bleep**ING  LIERS INC work around the world.

But next time a serious problem occurs , your  letter can be produced in front of any Court as a proof that they cannot ignore the facts stated in your testimony.  Therefore your  letter will serve to annihilate their (future ) legal defense.  

What you have done on this forum is great but of no  legal value, as long as you did not bring it officially to the attention of AirBnB executive by registered letter. 

REMEMBER  : from an AIRBNB viewpoint, this forum only serves the purpose of AVOIDING legal complications  

[Clara116]

@Branka-and-Silvia0 Every host in a world is allowed to verify his guests, you just have to state this in your house rules. This how I understand it as well - so I would say you are correct.

I have many young folks coming and saying they are military/reserve wanting to do a long weekend hook up / party fueled with sex, drugs and who knows ----just out of high school (also 25yr ago requirement here)

it is really surprising how quickly things change when you pull out your phone and snap a pic of that ID............I had a young fellow/no luggage/no girlfriend/ obviously a hook up full of lies including his age, where he was from and how long he was in town. 

He so quickly paid, left to meet his Hooker at the Motel 6 (local crack house) and he knew he was in trouble from all his lies. 

My call to Airbnb was they wanted to refund him - he didn't expect a refund and he said it/ he knew he was caught and felt bad about his lies, he said.  I told Airbnb NO WAY was he getting a refund and I stood my ground, firm but calmly. When I informed the CS person who didn't seem to know much of anything about how it all works that HE expected to pay and SAID SO - of course he paid, he disappeared quickly and I was paid for the weekend. 

I'm sure when we post in our listing We will be checking ID upon guests check in - it might alert some of them....as it seems those offenders do look and apparently read more than our typical guests. Just sayin....happy hosting all, Clara