How do you file a complaint against a host?

[Tammy37]

Had a confirmed booking, had already paid, then the host said he wanted $100 in cash on arrival as a surcharge.  We disagreed, but eventually cancelled, since we knew he would eventually cancel us out so he could gouge someone else.  

Because we cancelled, we have to eat the service charge.

Two questions:

1) how do we file a complaint against this host?

2) How can we petition to get the host to eat the service charge?

thanks,

Tammy

[Gokhan10]

Even contacting Airbnb does not solve anything.

Airbnb was sorry because I felt treated not fair when I wanted my money back from a booking that  lift/corridor/bed sheets/mattress smelled cigarette and bad part was I was there with mom. She did not sleep all night and Airbnb is sorry but not much they can do. 

I know what they can do, they can post in unit's description units smell and you can smoke as much as you want indoors. I am very frustrated.

[Sarah977]

@Gokhan10  Yes, Airbnb's attitude around this is bad, both from the host and the guest side. Many hosts have guests ignoring their no-smoking policy, and when the host contacts Airbnb to ask for compensation for the guest stinking up the place, requiring extra cleaning and airing out, which may necessitate the host closing down their listing until the unit is smoke-free again, Airbnb says they can't do anything unless the host "proves" that the guest smoked inside. How do you prove a smell? 

So while I'm sure there are hosts who aren't vigilant about making sure guests don't smoke inside, or don't care, or don't spend the time to rid the place of the smell, there's probably more who have a No Smoking policy which the smokers just ignore. Very distressing to the non-smoking guests as well as the hosts.

[Kate782]

Hi all,

I have come to realise that staying with AirBNB is a gamble - as they do not care about the guest, just their listings. Sometime the accommodation is good and other times I have had to go and sleep in the airport instead of staying in a place - and just walk away from what I paid. It is a pain, but it has caused me to reflect on "what is actually the VALUE of staying with AirBNB"? Is it worth it?

Now, I check hotels and other options first and decide if the extra dollars at the hotel is worth it - compared to the risk of losing it all with a bad stay with AirBNB (these incidents seem to be happening more and more if you check online). So, if I am staying more than two  nights with AirBNB, I have a backup booking on a website that does not require payment upfront to cover from Day 3 until the end of my stay. IF the AirBNB place is good then I cancel without penalty... if not, I may lose my money from AirBNB but I have somewhere else to go. Is the risk of a bad stay with AirBNB worth it? Sometimes "Yes", most times "No". 

In any other situation, if a company had such variability of quality, and noticeable lack of care for the customer - without making an effort to improve - they would be shut down...

[Merlinda3]

Airbnb can suck a **bleep** they do nothing about the **bleep**ty host that rip people off even when you have direct evidence. The host was able to sl ander my name on the internet and they willl not remove it. They are a joke

[Sarah977]

@Merlinda3  The host didn't "slander your name". She wrote a review that reflected her experience with you. That is her right. This host has pages of glowing reviews- not one other guest appears to have had the issues you seem to have had. Nor has she written any similar reviews for any of her previous guests. 

[Merlinda3]

Obviously you're not looking in the right places because I found several complaints against that host or her husband one actually accusing him of being inappropriate to his niece

[Jeff746]

7 days prior to arrival my host informed me that reservation had to be canceled because the landlord had told her she couldn’t use the unit as a Airbnb. The unit in Boston was almost $1300 for three nights as it was a 5 min walk to Fenway. Yesterday day I was informed I couldn’t have that unit but another comparable unit was offered to me in the area for half the price.  I asked a question to clarify the terms within a few hours but got no response. I am 6 days from my sons college graduation gift and I do not have a place to stay. Advice?

[Helen3]

Hello @Jeff746 

Please don’t accept this hosts offer. If you do then you will have no protection from Airbnb if the alternative place is not as described.

it sounds like your host has been illegally sub letting her place and has been caught out.

Call airbnb and report what has happened. They will help cancel the booking and help you find something else with a legitimate host. 

[Richard1446]

I want to report Juan Jose.  He has lied to me over and over, promised my an accomodation and then lied again.  I think he is just trying to steal money from me.  BE AWARE of this man!

[Richard1446]

Be aware of Juan Jose in PV.  He lies and then has threatened me, physically, when I caught him in this lie.  Beware of this crazy man.

[Colette220]

How do I file a complaint? Made a request for a booking and was turned down as it was too far in advance. Checked today (less than a week later) and the dates I had requested were booked. Should mention the dates I had booked a massive concert was taking place nearby  - I had booked quite soon after announcement. 

[Pauline438]

I am waiting for £100 refund from Airbnb, still not received after 15 days, what a joke!

[Rosemary209]

Is  one  required to have insurance to cover the guests.?

**[E-mail address hidden due to safety reasons - Community Center Guidelines]

[Donovan26]

Notice to all Air B&B Hosts and customers

Urgent Notice:

International and national and local complaints are lodged again Koffifi B&B < Tobi street -Mellville- JhB- South Africa

PS: Please forward to all your effected persons

Facts:

1. property sold

2. manager Kwesi Mayosi has a South African Criminal Record and no qualifications to manage

3.terrible customer service, no services, illegal operations, over priced R450 per night

4. Violations of fire, health, hygiene, safety, and building and signage codes.

5. Complaints lodge to council, toursim grading council, municipality, fire chief, health inspector, town planning, bulding inspectors .

6. premises not graded by Tourism Board,

7. Bot safe or health or clean for any students, toursist, no ventalation, no clean bedding, dirty bath rooms, no breakfast, no wify, no dstv

8. No business account for payments, no invoices for proof of payment, tax evasion, no security, no access control,

They level of noise , drinking, parties are illegal. The place is a menace to our community, the previews owner never violated any laws or disrespected the community.

We are the community as Air B&B to remove this B&B from any AirB&B, they are a disgrace and  terrible reflection to our hosts who do our utmost to keep the law, provide good services.

Please do not refer anyone to Koffifi B&B in Tobi street and please students for your own safety and health do not stay there. We will inform UJ not to sent any students there.

Any other unhappy customers please list your complaints

Community Members Group

[Lillian71]

I have never had any problems with many stays around the world with airbnb...until:  recently  (September 2019) my adult son and I stayed 11 days at an airbnb location near Pula, Croatia.   The place was fine,  with an outdoor patio for eating and an outdoor shower,  near a little beach (15 mins walk) for swimming, and 20 minutes by local bus to the wonderful town of Pula.  The owner, Goran, lived above the place, and all was fine, I thought.   We are tidy people, washed and cleaned the kitchen after every day use,  recycled everything in the 4 different recycling bins, and in general kept the place very clean and tidy.   (I also cleaned a very dirty and partially stopped up shower drain...pulled out masses of hair and sticky stuff from the shower drain with a can opener...this had probably been in that condition for months, if not years.)   We bought new washing up sponges, and I used the old dirty one Goran had in the kitchen to thoroughly clean the shower and the toilet...and left it in the bathroom for cleaning purposes.  On the morning we left,  I cleaned the cooker, washed all the dishes, dried them and put them in their proper shelves, swept the floor, shook out the rug, etc.    I also dried and polished all work surfaces, the cooker top, dish draining area, etc.   We left some good quality olive oil and balsamic vinegar...as well as some fruit and a few edible things in the fridge...all neatly in packages.  On the morning we left, Goran came down while we were there, and had a look around...so he must have seen how clean it was.    We shook hands and left for the airport.   When we got the report, Goran wrote that we had left a "very dirty" kitchen...which was a total lie...and why?  (It was probably cleaner overall than when we arrived.)  Goran  did seem a bit "off balance,"  but this statement was untrue to the extreme,  so I think he is a bit crazy;  and  if I could, I would advise people not to stay there.   (We also found a Russian's wallet and phone which had been thrown into the bushes...as we were walking to the beach; obviously this had been stolen, and we gave it to Goran...bet the police never got it!)