I am writing this post with no knowledge of where I will be staying tomorrow and having only eaten one meal in the past 48 hours. I am utterly devastated and feel completely abandoned by Airbnb after a horrific incident in which my friend and I were drugged and robbed at an Airbnb property.
We lost over $10,000 in material belongings, and despite repeatedly contacting Airbnb support, I have been met with delays, empty promises, and absolutely no resolution.
I never wanted to take this issue public, but after being ignored for days, left hopeless and depressed, I feel I have no choice. Airbnb's safety team has failed to resolve this serious issue.
Here’s what happened:
- The property’s security system is designed so that no one can enter or leave without being buzzed in or out by security staff.
- A 23-year-old untrained concierge was working the door and allowed two individuals to enter without checking their IDs, completely ignoring basic safety protocols.
- The security staff never checked on us before letting these individuals leave with all of our belongings, while my friend and I were unconscious and drugged.
Among the stolen items were:
- Samsung Galaxy S21 ($749)
- iPhone 16 Pro Max 1TB ($1599)
- My work laptop: MacBook Pro 16-inch M4 Pro 1TB ($3499)
- Gold pendant worth $1,000 (stolen from my neck while unconscious)
- COP & USD ($1,500)
- Samsung Galaxy Watch 7 ($549)
- AirPods Pro 2nd Gen ($249)
- MacBook USB-C Charger and AirPod Chargers ($100)
- iPhone XR ($399)
- Additional personal belongings, including clothing and accessories, bringing the total loss to over $10,000.
The host’s negligence in ensuring trained and responsible security staff enabled this crime and nearly cost me my life.
This has been the most traumatic experience of my life.
I was left drugged, unconscious, and completely vulnerable. Since the incident, I have had no phones, no money, no laptop, and no way to recover on my own. I have contacted over 50 Airbnb representatives since the drug wore off and I was finally able to function, yet nothing has been resolved.
Support ambassadors have repeatedly told me I would be contacted by the safety team, but I have heard nothing. I've shared detailed information and photos of my belongings, but still… nothing. It feels like I am screaming into a void while my basic needs go unmet.
I have no money to my name, no food, and no place to stay tomorrow.
I almost DIED in an Airbnb property due to gross negligence, yet the same apartment where this occurred is still listed on Airbnb and accepting bookings as though nothing happened. This is absolutely disheartening and unacceptable.
To Airbnb:
This isn’t just a minor inconvenience; it’s a life-altering event that has left me stranded, hungry, and unable to rebuild my life. I have been a loyal Airbnb user for 10 years, but your failure to take immediate and meaningful action has shattered my trust in your platform.
I am demanding an immediate reimbursement of $10,000 to cover my material losses caused by your host’s and building’s negligence.
Airbnb, your platform is built on trust, safety, and community. You have completely failed to uphold these values, leaving me feeling abandoned in the wake of this traumatic experience.
The lack of urgency, accountability, and humanity displayed throughout this ordeal is unacceptable. Act now, before more guests experience the same negligence and harm.
Sincerely,
Bryan
