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

[Clare0]

@Sam248 All users are expected to abide by Airbnb's Terms of Service which specifically states that hosts are required to have all necessary permissions from building managers, Homeowners Association and the like in order to list their space.  From what you describe, it sounds like this host does not have the necessary permission and is therefore asking you not to identify yourself as an Airbnb guest. 

In this case, contact Airbnb and tell them about the host's asking you to say you are an uncle (sheesh!).  The easiest way, if you have Airbnb's app installed on your phone is to select the reservation under Trips and go to the bottom of the page and tap on Help.  Then go to the bottom of the page where there is a button called Contact Us. You will then be able to send a message or call for help. 

If you don't have the app installed on your phone, you can still contact Airbnb through Twitter, phone or this link: 

www.airbnb.com/help/contact_us

I am quite confident that Airbnb will issue a complete refund as this host appears to be violating Airbnb's Terms of Service.

I hope this helps. 

Clare

[Chris525]

trust Airbnb to do the right thing however you must keep contacting them otherwise your complaint might get lost in the system. Its a such a shame when a brilliant concept like this is abused. I am not sure of its longevity which is a shame its not aibnb its the unscrupulous greedy renters. After my experience I would not use airbnb again but not because of the Company but because of the policeing of the rentals its just not possible to ensure every rental is good and conforms to the advert placed. Such a shame. Keep on with the contact

[Neil104]

Hi Chris - 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 Airbnb. 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.

[Neil104]

Hi Sam - I am in the middle of a sticky problem with an unscrupulous host as well. 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.

[Ravin0]

Hi 

Had a really bad experience at an Airbnb in Tulum, Mexico. The host was quite short of the host standards which are: 

• Availability
• Communication
• Commitment
• Check-in
• Accuracy
• Cleanliness
• Overall experience

Mainly, they wanted to grab the money and run.  We knew we were in a bad place when we had to keep walking and literally found ourselves in a bad place. There were stray dogs, a garbage dump and burnt out cars. Someone watched us as he walked by. After repeated calls to the host that we had arrived. A man on scooter rocked up out of nowhere and gave us some keys, pointed us at the apartment and then scooted off. The apartment had the benefit of photoshop which we didn't'. We had to contend with gigantic beetles, bugs, fights in the street and stray dogs barking all night. The toilet was right next to the bed with only a curtain for modesty. At no point were we aware that the host lived next door. We tried and failed to contact her to discuss the situation. In the end, after one night we decided to cut our losses and leave early. At this point, the host came and asked where we were going? It's only then, we realised she lived there. She refused to refund us after we outlined the problems and denied there was anything wrong. She then blocked us when we messaged her later.

We felt quite stranded and helpless. We didn't rate them cause we felt that would impact on us. We found a hotel on Expedia in the end for the same money.

Ravin 

[Neil104]

Hi Ravin - I am in the middle of a sticky problem with an unscrupulous host as well. 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.

[Nina75]

again!!!! @Neil104 Stop Spamming th message boards.. 

[Caroline466]

Hi  I am in the same dilema it seems as the people below. We have booked a villa in Ibiza next year for two weeks in September, booked through the airbnb site and paid the full amount of £2620.29, I had confirmation of the booking and the whole family started to get excited (first family holiday as adults). As I had the confirmation I went on to book 10 flights for us all. I then received an email asking for £420 tourist tax and £50 out of schedule booking fee but this didn't come through airbnb this came directly to my email with a seperate link for payment which I thought was wrong. I contacted airbnb and eventually found out that it had came from the host and yes I did have to pay this (not listed anywhere in my booking for extra costs). I then received a phone call from the host telling me that the owner wanted to cancel my booking beccause he had not had chance to change the prices on the calender for next year (still not changed). So panic is no setting in with 10 flights booked so I asked how much and I got the quote yesterday and this was for £7868.19, how can this happen that they have put the prices up by over £5000 as this is absolutely ridiculous. If anyone could please give me advise on how to deal with this situation I would be very grateful as a family cannot afford this ridiculous increase thanks Caroline

[Chris525]

Such a shame what is a great concept will be runed by greedy owners, airbnb have grown too big too quickly, and unscrupulous renters have taken full advantage. Contact airbnb California they helped me no end and got all my money back lus hotel accomodation. Sadly I will never ever book through airbnb again. They do not have theresources to police this and complaints will grow and grow

[Neil104]

Hi Caroline - I am in the middle of a sticky problem with an unscrupulous host as well. 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.

[Nina75]

here you again... @Neil104 Stop Spamming th message boards.. 

[Neil104]

@Nina75 I am not doing anything!!! I posted my response to a thread ages ago (about a year ago now) and nothing since then. It appears that the community "system" keeps re-applying my post to everyone's complaint. I am happy to take it down if you tell me how to do it. Perhaps Airbnb needs to improve their customer service rather than just tell complainants to stop complaining!

[Leanne50]

I had a host recently ask to charge per bed set up regardless of how many people. I didn't realize that if there were three people they would only set up two beds thinking that two people would occupy one bed. They then asked for additional fees per day if I needed another bed to be set up regardless if there was one existing in the apartment. So we had three people and needed three separate beds so they asked us to pay 15 euros a day for the two extra beds and then they said extra guests outside of one would be 20 euros a day per guest. Then they asked us to pay 15 euros via cash if we were to check in late. I made the payment through their request via paypal and after feeling very awkward about all of this and realizing that I could be spending half the amount I paid for with another apartment--all due to the extra charges--I decided to cancel. 

I have contacted the host multiple times about refunding my 420 euros that I paid to her via paypal and I have not heard any response. This isn't small money either! 😞

[Chris525]

Ask Paypal to step in they usually are very good. I think airbnb will crash and burn soon it has grown too big, for them to monitor the thousands of hosts, there are so many awful stories coming out now. I was lucky airbnb were amazing although it took many many hours on the phone and email, but they refunded me every peny plus hotel accomodation. I am afraid I will never use them again. Shame because the concept is really very good. Too big too soon.

[Neil104]

Hi Leanne - I am in the middle of a sticky problem with an unscrupulous host as well. 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.