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

[Wendy244]

This was helpful.  Same thing just happened to me with booking in Hawaii, but it was $200.  Used the links to file a complaint, flag the conversation and speak with an Airbnnb Rep.  Thank you for the guidance.

[Helen56]

Dave and Deb are the best.  Hope that Airbnb are paying you... but guessing they are not.

[Sarah1812]

This bait and switch is absolutely allowed....

Renters be ware. Booking an Airbnb with Nina, Marais District, Paris France,  was my first experience at booking an Air&B, and consequently will be my only experience, booking anything through Airbnb.

My trip was schedule and then Hurricane Irma hit (the largest hurricane to hit the state of Florida in history). Nina told me to reschedule but I had to contact her off Airbnb. (I later learned this was so she could still collect my payment and AirB&B would still get their kickback). She let me reschedule and then on the day I was supposed to fly out, she told me she double booked and that I would have to stay at a different location, for which she refused to disclose details. I later learned she double booked so she could get an extra payment and that is why she told me to email her personally. It’s a smart scam but I think anyone reading this should be warned. When I said no to being displaced in a foreign country without details, she made up vague details after-the-fact about a location while in the same breath personally insulting me as a human being because I refused to let her displace me to an unknown location without notice. 

The worst part of this entire experience is that I reported this situation to Airbnb immediately who refused to act and stand up for me, the guest, because they receive a 3 percent kickback from the host. They said it’s because Nina already got paid last year (even though I canceled and never checked in). In essence, Airbnb not only condoned but also propagated this scam by being complicit in the Nina’s unethical and scamming behavior. Nina learned the best way to navigate this site to make sure she gets paid whether or not you get the services you paid for. Be careful.

[Nina75]

@Sarah1812 You  messed up!

[Aggie400]

Same thing happened to us  We had a confirmed reservation We had paid and then she wrote and said she had posted the wrong amount.  If we didn't pay, she would cancel. And she did.

[Susie279]

It seems that once you cancel a reservation, there is no longer an option to flag a host.  Is this true?  Thank you!

[Tammy37]

Thanks, very helpful!    Not sure why it is so hard to contact Airbnb, but thanks for being here  : )

[Stephen310]

Correct it is really hard to contact them. Unhappy with my experience too. 

[Neil104]

Hi Stephen - I am in the middle of a sticky problem with an unscrupulous host. Airbnb is naturally geared to favouring the host. It is completely unregulated. It won't take responsibility for host actions - even though guests actually contract with Aribnb. I work for a litigation funder - and am considering launching  class action against them by guests who have been financially disadvantaged by Airbnb's lack of accountability. Please email me with your contact details if you'd like to participate. It would be no cost to you. Please email me at [Email address hidden as per the community guidelines] - I can provide more details.

[Gregory111]

Hi Neil, we are in the middle of ugly problem with host thief. Airbnb behaves outrageously, rewarding the host for his fraud. How we can join your class action suit? Your e-mail is hidden from us. [Personal information hidden as per the community guidelines] 

 whatsUp

[Samuel156]

Hi. I am also determined to join in: Samuel ** (messenger) or [Personal information hidden as per the community guidelines] Let us get togethere and get our rights back. Airbnb is sweeping the rental market in their pockets and robbing guests. 

[Sonia382]

. I would also like to know how to join the class-action lawsuit. I have also been defrauded by a host and Airbnb seems to be a site where criminals use false listings to laundry money. Please let us know how we can join the class-action and take a collective action because Airbnb does not seem to care.

[Nina75]

@Sonia382 how was the listing False? 

[Chris1334]

Are you still looking to file a civil suit? If so id be interested in joining it and hearing more.  My email is ** if not then no need to reply. But i got burnt by them as well.

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

[Michael-and-Oksana0]

Hi Neil,

I am in a similar boat but not monetarily. HAs any consideration been given to  a class action on behalf of customers who have been defamed by Air BNB hosts? 

I am not interested in mopney, I would just like them to be held accountable for havingthe right policies in place and where they do, enforcing those policies.

Their practiices are shameful and should be exposed so that future customers can make informed choices.

waiting in hope...

Mike