We had been looking forward to this vacation for months, and were sent several emails from host Jenny stating how tranquil, and private the place was, and how she was eager to ensure we had a great experience. Unfortunately, the tiny house looks straight across the driveway to the neighbors place, and they were using power tools during our stay. When we first got to the airbnb rental the lockbox was already open, with the key in it (not secure). The first issue we faced was that the bathroom pocket door was broken. We tried to fix it, but it was not just off the track, it was broken and would take more than a borrowed screwdriver to fix. Even though we could not have privacy in the bathroom, we did not complain, and we were not going to let that impact our holiday. The next morning my partner woke up complaining of itchy bites around his ankles and lower legs. I didn't think much of it and assumed it was mosquitos or biting midges. The second night of our holiday he woke up in the middle of the night from itchiness and many more bites, and tried to sleep on the couch. This was unusual as there were no mosquitos in the tiny home when we went to sleep, and the windows were closed. So I took a close look at his legs and immediately recognized them to be flea bites. Our young son and I had slept in the other loft bed and neither of us had received even one bite. Obviously we could not expect him to go back up in that loft bed another night, and had no choice but to get a hotel in town for the rest of our vacation. I sent Jenny a polite and factual email about the situation, and then she showed her true colours. She refused to believe me, and said there were no fleas in the house (even though it turns out she was on the other side of the country and not at the property during our stay). She said we should have talked to her first before going to a hotel, but logically - what could she have done about it? She said they were no-see-ums bites not flea bites, but no-see-ums do not live in beds, and the other two of us would have been bitten as well if that were the case. I sent her photos of the bites and pointed out that there in fact was dog hair on the dog bed and blankets provided at the house, and that they may have come from there. She denied this and said she had an exterminator to the house (within one day!?) who had checked and reported no fleas. Of course, when I asked to see the report she became defensive, and accused me of "playing games". She tried to paint us as soft city-folk in her emails, saying things like I'm sorry you were so "frightened" and "terrified" by bugs. Actually we are regular campers, hikers, and members of the Four Wheel Drive Assoc. Who have always lived on the west coast of BC, are very familiar with the Squamish area, and have tons of experience with bugs. She did not offer any type of reparations in any of our countless email communications, but instead became combative, then had the nerve to send me several emails asking for a five star review!, warned me not to write about our experience of fleas in the review, and threatened to give me a bad 'guest review' on AirBnB.

The day after we'd had to leave the tiny house and get a hotel room, AirBnB Support started sending me numerous emails. I had not contacted them, but they had three different agents spamming me emails saying they are working to find a solution, not giving one, then asking repeatedly if we would like "any further support". I replied pointing out that they had not actually given us any support yet whatsoever. Their emails barely made any sense and seemed to have been auto-translated or written by someone who does not speak English. I stopped responding, as it was going nowhere and I just wanted to spend time with my family - not deal with endless, pointless emails. In the end the AirBnB Support sent me a notification saying they refunded me $29.70. They didn't ask if I wanted this refund, they just sent it and figured they had made things right. This is a joke, considering the rental cost of Jenny's tiny home was $1672.00, we could only stay for half of the time paid for without enduring more bodily harm, and were forced to pay an additional unforeseen expense of $630.00 for a hotel. It is very sad that all we wanted was a nice, relaxing holiday together, and what we got for our hard-earned money was flea bites, attitude, and the hassle of having to move accommodations in the middle of it. Not to mention the relentless, pointless email communications - I might as well have been at work. If Jenny or AirBnB had made ANY real attempt to compensate for this experience, this review could have had a very different tone. And they were given every opportunity to do so.

I only wish I had researched AirBnB before booking. I did look at the reviews specific to Jenny's property, and they were all positive. Only now after looking into it more did I find out that AirBnB removes the very negative reviews from their site. There are an overwhelming number of extremely negative reviews of AirBnB on Consumer Affairs, TrustPilot, SiteJabber, the Better Business Bureau, etc. Even found these two very revealing articles:

https://www.theinvisibletourist.com/why-you-shouldnt-use-airbnb-issues-you-didnt-know/

Https :// www.nerdwallet.com/article/travel/airbnb-terrible#:~:text=A%*******%20study%20of%20more,22%25%20were%20related%20to%20scams

I have no doubt AirBnb will not publish this review, which is why it is going on every other site available. After reading these, we really don't think ANYONE should be using AirBnB. Anyway, as for Jenny's threat to 'blacklist' me from AirBnB...no worries, we would not use this horrible service again even if you paid us.

Guest Experience: Overall, I would have to say this was a horrificexperience not only from a host standpoint but from a customer experience withAirbnb. My family and I recently sold our home and were in transition, waitingfor our new home to complete construction. Therefore, we decided to utilizeAirbnb services to seek out an extended stay option, we found this host "GoodVibe Getaways" hosted by Andie & Jeremy" after reading a couple ofreviews indicating the host was very prompt with responding to messages, Idecided to send a message to inquiry about parking. The host was prompt in response tomy message. Therefore, we decided to proceed with the reservation which wasscheduled for (9) Weeks. Let me start out by providing positive feedback first regarding thishost: The booking process was easy, and the listing was very detailed regardingthe overall accommodations, house rules, etc. The accommodations looked likethe photos: a 2 bedroom, 2 bath with a den/office space with a cozy livingroom/kitchen space. The host "Andie" was courteous and prompt when respondingto my initial inquiry regarding the parking arrangements. My family and I (4) guests arrived on Friday, May 26,2023.Upon arrival there were a few minor issues but as we were scheduled for anextended stay, we decided to overlook the cleanliness issues and proceededcleaning to ensure we were comfortable, and that the cleanliness was up to ourstandards. Over the course of the next three days after settling in we noticed a fewbroken items and wanted to ensure the host was aware to avoid any confusionupon departure as to the state of the lodging prior to our stay. Therefore, Imessaged the host to inform them abut cleanliness issues mainly as a point tobring to their attention the level of service their cleaning staff wasproviding. As well as the overstate of the accommodations. Washing machine tray detergent cover broken completely off. The detergent tray itself was dirty. Kitchen sink spray head loose Kitchen cabinet Lazy-Susan door was wobbly/misaligned. Fridge was dirty and there was minor damage to the storage draws. The Couches had pet hair and smelled of pets. The Living room rug was dirty with several stains. Bathrooms were not cleaned. The Master bathroom sink cabinet door was broken. The guest bathroom sink was clogged and drained slowly. The AC vent cover contained a buildup of dust and dirt. The vacuum collection container was completely full. The Office desk draw contained tobacco residue/shavings. The host "Andie" responded and apologized for the issues. She inquired ifwe would like to have the cleaning services come back. We declined the cleaningservice as we had already cleaned as we planned an extended stay and wanted tomake the home more comfortable, and we did not have confidence in the initiallevel of service provided by the cleaners. However, we did request if they could address the guest bathroom sinkissue. The host scheduled the handymanto come out Wednesday Morning. The handyman arrived at 9:39 am to fix the sink aswell as the master bathroom cabinet door. The handyman was there for severalhours and did not finish up until after 6pm. Over the course of the day thehandyman left for several hours at a time indicating he was going back andforth to the home supply store for parts. It appeared each time he returned butthen ended up with the wrong part after several conversations with him and 4-6trips back and forth to stores he had ultimately ended up replacing the trapand placing Drano in the sink after he indicated he spoke with a representative atAC that suggested this option. This appeared to fix the issue and we thoughtthe remainder of the stay would be great. Later that week as the weather started to heat up, we noticed various bugsin the unit generally on the floor and near water sources (i.e., sink), butattributed this to the change in season and an older home. However, the nextday my daughter woke up in the morning and informed me that she noticed somesmall bugs in the bedding and had several bites in various areas of her body. So,we decided to wash all the linen. After washing the linen, we notice within themattress small bugs. The combination of these items was very alarming as thiswas a health, safety, and well-being issue. We reached out to the host again,and they asked for a picture. We sent several photos, and the host immediately stated it's not bed bugs.We were not sure what we were experiencing as this has never happened to us. Weasked them if they knew what type of bugs this could be, and the host "Dean"responded back to hold on while he was researching. I then asked the host if a phonecall would be more appropriate so we could discuss our concerns and questionsthey had. The host responded: "I am doing a little digging online at the moment.Give me just a moment and I will follow up momentarily". After a pause in communications,we began to get concerned that this was a bigger problem and washing the sheetswould not solve the issue. I then messaged the host asking to prorate the stayand refund any unused time, and we would look for other accommodations so theycould address the bug issue and we would be in a much safer and morecomfortable environment. The host then responded immediately that they would decline the refundfor any unused time and told us we could seek alternative accommodationsotherwise he could order us pizza to help lighten the mood and could place acall to see if they could get pest control but could not guarantee if theycould get pest services or any general ETA. As we had already experienced their handymanservice, we were concerned that this would result in the same type of response to someone who may not be fully equipped to do their job and would not be promptlyaddressed. In this case we lost faith and "Pizza to lighten the mood" was notan acceptable solution and was a very insensitive response to bugs in your bed. As it was now late into the evening, we began to look for alternativeaccommodation and the next morning I called Airbnb to discuss next steps and asolution to our problem. I spoke with a representative "John" who after myinitial encounter he transferred me to a specialized team to take down myconcerns, collect photos documentation and follow up with the host. Afterspeaking with the host, the host declined any refund for unused time and didnot provide any additional remedies to the issue. Even though we only started at home 2 weeks and had 3 weeks left on the 1st month'sinstallment. My family and I need to find an alternative arrangement as this is notacceptable. I booked another Airbnb for the next (7) weeks which ended upbeing (2) separate bookings as there was not a host in the area to accommodatethe full (7) weeks in such short notice. I also confirmed with the Airbnbrepresentative that no additional installment would be taken formy reservation with "Good Vibes" as initially the current reservationwas for 2 month and the next payment installment was scheduled for 10 day laterfor the month of July. They indicated that I would not incur anyadditional fees moving forward relating to this host. In speaking with theAirbnb representative as well as message with the current host "Good Vibes" weagreed that after work I would remove my belongings and then cancel thereservation the next day this would allow me at least 24 hours to retrieve mybelongings and relocate to the new Airbnb as check-in time was after 4pm. Shortly after my call with the Airbnb customer service I received amessage from a representative that the host cancelled my reservation and then thehost submitted a request to process a charge of ($1,606.40). I reached out to Airbnb,and they told me they would follow up as this should not have been processed. After research Airbnb reversed ($1,209.47) but the remainder ($396.93)they refused as they indicated this was the Airbnb service fee. Which was confusingas we already paid the 1st month fee of ($3,259.20) which should have alreadyincluded the first month's service fee. After Airbnb reversed the fee, the hostproceeded to change the access code as retaliation as well as an attempt to makeit difficult for us to collect our belongings. Fortunately for us one member of my family had just got back from workand was in the Airbnb otherwise we would have been locked out and unable toretrieve our belongings. After work I headed straight to the Airbnb to beginloading our car. From there things became more aggressive from the host "Dean"he began to send messages that we need to get out even after earlier thatafternoon he as well as the Airbnb representative said we had until the end ofday (EOD). Which is why I told them I would cancel the reservation effectivethe next day to allow time for us to collect our belongings after work. "Dean" madethreatening statements over the ring camera telling us to vacate now or he wouldcall the cops and tell them we were trespassers. We were collecting our items as fast as we could. We did not want to be aswell, he continued to be aggressive in his tone as well as messages which madeus uncomfortable and worried for our safety. Once we collected our belongings,cleaned up and locked up we sent him a message to inform him that we hadfinished retrieving our items and that the house was locked up. This experience has made me, and my family troubled about the Airbnbexperience not only from the host and guest interaction but also due to the lackof care, empathy or consideration of guest experience. Airbnb has displayedpoor business practices and made it very apparent that they do not value theirguests. This experience was traumatizing as well as costly and severely increasedmy moving cost above and beyond what we budget. Not only was I charged for 3weeks of unused time but also for a service fee for the month they hadcancelled, and charged a partial month in error, then refunded the partialmonth and then immediately charged me a service fee for the partial month theyhad refunded. This made no sense as theservice fee should have been processed when they charged the 1stinstallment upon booking the reservation. In addition, Airbnb was fully aware that I had (2) additional reservationswhich they are benefiting from and for some reason they see no issue with theircourse of action or lack of adequate remedies. If I did not have these two reservations that I cannot get refunded forI would no longer use Airbnb service. This will be the last time I use Airbnb. They have lost a customer and I will not recommend their services to anyfriends, family, or colleagues. This is a horrific experience and honestly ahuge disappointment in the Airbnb brand.

Elizabeth Ransom

Airbnb farms out their customer service and has a scripted and inept customer service department. In any situation, they who complain first wins, as Airbnb punishes first and asks questions second.

My most recent Airbnb customer service nigjtmare happened as guests threw a large party at my home and I was informed by Airbnb customer service to contact my local police. Police broke up the party and asked the guests (informed them) to leave the property immediately.

Of course, the guests then filed a complaint with Airbnb customer service about me, and my account was immediately suspended. The customer service agent named "Mary", informed me that there was a complaint filed by a guest of mine, but instead of asking what happened, the customer service agent suspended my account and said they are leaving work at exactly the moment they first contacted me and that they would not be back in to work until several days later (5 days).

I contacted another Airbnb customer service through the Superhost telephone line and the agent was incredibly rude to me and said they were not allowed to speak to me as my account was suspended and only a "Safety" team member could assist me.

Of course the agent would not transfer me to the "Safety" team, and there is no email or telephone number for that team, so I am stuck with a suspended account (with my calendar blocked), until the initial agent decides that i have been punished enough, and they finally decide to contact me and reactivate my account.

To add insult to injury, Airbn kept active all of the bookings that I already have, saying that Airbnb trusts me to host these guests but they do not trust me to host reservations that are not already booked.

Airbnb did this, as they do not want to look bad, canceling bookings that are already booked, and do not wish to lose their revenue, but they will regret this as I will not send the check-in instructions to these bookings, until my account is reactivated which will not be until 12 bookings are left without a property.

I am referring all of these guests to my VRBO profile and offering a discount, and or telling the guest to contact Airbnb and having them ask for my account to be reinstated or having Airbnb rebook them (during the peak of the Consumer Electronics Show) where prices are greatly increased (way higher than what I was charging).

Had the agent simply asked me what happened, I would have explained to them that I was instructed by Airbnb to contact the police to break up a large party (I followed Airbnb's advice), and I would have directed the Airbnb customer service agent to the Airbnb message thread where the agent advised me as to how to handle the situation. I would have also pointed the Airbnb customer service agent to the thread that I had with the guest where the guest agreed to the house rules (quiet hours, no parties, maximum occupancy, no unapproved guests/no unapproved visitors) and I would have sent photos/video of the guests clearly violating ever one of these rules.

Airbnb customer service agents do not know how to use critical thinking, and cultural/language barriers cause many an issue and exacerbate many others.

Airbnb is so cheap, they laid off a large majority of their underpaid customer service agents and their customer service (host service/superhost service) has gone so far downhill that it is unfathomable as to just how bad the customer service agents are now.

I've switched to VRBO for the vast majority of my properties and have not experienced 1/100th of the issues in which I have experienced with Airbnb.

Giving Airbnb as a company a single star is being generous, as I would give zero stars or even negative stars if I could.

Airbnb is not a real company. The concept was game changing but the leadership is so inept that Airbnb is not and will not be considered a real company until the leadership is changed.

Airbnb is excellent at throwing money to hosts and guests to fix issues from prior stays, but is totally inept and unwilling/unable to prevent problems from occurring in the first place.

If you host using Airbnb, plan on your property being destroyed and plan on spending thousands of hours dealing with Airbnb's "customer service" to get reimbursed for damages. Airbnb will not prevent issues/damages even though stricter regulations/harsher punishments would easily do so, and Airbnb will not reimburse hosts for lost time in repairing damages, but they will throw a check at you (as a host) to replace damaged items, so do not feel bad for getting each and every damaged item reimbursed, as the only way to effect change is by hurting Airbnb in their wallet.

I get a $100 Airbnb credit to use for an annual stay each year from being a Superhost, but I refuse to use the credit, as I will not personally ever stay at an Airbnb, because I know that if I ever have a problem, Airbnb as a company will not be there to assist me and I do not trust Airbnb customer service to do the right thing after the fact (other than to reimburse the cost of the issue).

In summary, I hate hosting on Airbnb (I like hosting on VRBO) and this is primarily due to Airbnb's inept outsourced customer service department.

This was the first time I used airbnb, the person I was travelling with told me to try it. We were going to San Jose for a game in October and thought I'd give it a try since it was a bit cheaper than staying at a hotel. BIG MISTAKE. The post that I saw was a total and complete lie. First of all, this person was listed as a super host did do jack when she was contacted about issues we had when we were there. Secondly, all the photos of the place that were posted on the website was a lie, the place was filthy as hell when I got there. My check in was after 7pm on Oct. 21,2022, but because the flight was late I didn't make it there until a little after 9pm. When I arrived, I was greeted by Mingjing, who showed me to my room. While rolling my luggage in the door all of host's family shoes were lined up right by the door making it difficult to roll my luggage to the room. When I walked in the room I noticed the beds didn't look like it was freshly made, the room was dark, and the bathroom was dirty with no curtains or bathmats. After flying for over 6 hours I wanted to take a hot shower before driving to SFO to pick up my travel companion, so I informed the host that there was no shower curtain or bathmats and I wanted to shower. The host, her husband and their kid was sitting at the table eating and her husband said, "See I told you about the shower curtain." That told me that she knew about is and didn't make sure it was ready before I got there. She looked at me and said, "Oh just shower like that." And I said, "Like what? With no shower curtain or bathmats? And what. Get water on the floor and slip while getting out and crack my head open?" She get's up to come to the room and said, "If you want to shower use the bathroom in the hallway." I told her that I paid extra for the room we had because it had a private bathroom. Then she said she would think of something.

She comes back about 10 minutes later and put the shower curtain from the hallway bathroom and put it up in my bedroom bathroom. Then she folded a towel and dropped it on the floor and said that will be the mat. I asked her if the owner will be fixing this issue with the bathroom and she said, "Yes, but not right now." Before she left the room I told her that the lights didn't work and the tv wouldn't turn on. She looked at the lamp by the bed table and acted like she didn't know how to turn it on. When she saw that the tv didn't turn on she kept mumbling that the previous renter always played video games so they must have done something. It took her 10 minutes to figure out how to work her own tv. After she left the room I had a hot shower and laid in bed to relax a bit before my long drive to SFO. I felt stuff on the bed that felt like sand, when I rubbed my hand on the bed to pick up what I was feeling I saw that it was like little black dirt/sand all over the bed. I got up and dusted the whole bed and when I laid back down I noticed the odor of another person on the pillowcases. I got up and asked the host if she changed the sheets and she lied straight to my face and said yes. I told her wanted new pillows and that the bed had little black sand like stuff all over it. She did went and got a new pillow and said nothing about the dirt on the bed. After an hour of rest I left to pick up my friend from the airport. When we came back we dinner in our room and went to bed. When I woke up the next day I smelled something so bad wafting in the room, when I opened the window the stupid host thought it was a good idea to hand dirty wet bathmats and trash right outside the window. At that point I had it and called airbnb to report what was happening with the place, so I called them while we were out shopping for the day. Customer service said that they will work on getting a new place for us. I said that was fine as long as they refund the money, or automatically transfer my refund to the new place, he said they will figure something out and call me back. The whole day went by and I didn't hear anything from them so I called back and they informed me via email that they will refund the cleaning fee and 30% of one day. I said no, that I wanted a full refund and another place to stay. They said they would get back to me. When we got back from shopping the stupid hosts decided to park in our space, the listing stated that parking on property was included. When I got inside I saw the host in the kitchen and told her that they parked their other car in our space. She said that we can park our car somewhere on the street. I told her no, that I was a disabled person and that I part of why I chose to rent the place was onsite parking close to the door. She went back and forth with me about it and I told her I have a handicap card and placard so her husband needs to find parking elsewhere, not me. Then she said ok.

We bought food to for our 3 day stay and the host did not make room for us in the kitchen, even though it stated that the kitchen was shared and we would be able to use it. It was also filthy as hell. They didn't even bother cleaning up after themselves. They made stir fry when I arrived the night before and when I went to the kitchen the stove was covered in oil and grease. When I opened the refrigerator the inside was messy and no place to put our food. When I tried to cook a frozen pizza I wasn't sure how to turn on the oven she had and when I asked her she acted like she didn't know how to turn it on either. It wasn't till I asked my friend if she knew how and she did but when she opened the oven door said, "She needs to clear out the oven." When I looked inside it was full of dirty pots and pans. Then I looked at her and she said, "Oh my mom just put all the stuff there to get it out of the way." I just closed the oven door and went to my room and waited for the oven to heat up. I was talking to my friend and she told me the place is filthy. I called Airbnb again and they again said they would call me back. When the oven got hot a strong burning smell came from it and the host came out sniffing the air like a dumbass. I asked her why the oven had a burning smell coming from it, she opened the door and I saw left over food and spilled liquid smoking at the bottom of the oven. She went and got a metal scraper to scrape the bottom of the oven to get all the old food that was there. It was an ordeal just to make dinner for one night there. After she cleaned out the old food I put our pizza in. When our dinner was ready we went out to eat but the table was littered will all their food from that day. It was all sticky and gross. I had to move all their stuff to one side and wipe down the table before we could sit down and eat.

The next morning we got ready for the game we came there to see, after a shower I need a hair dryer so I went outside and asked the host where the hair dryer was and said on the hallway shelf, then on my way back to the room she decided to confront me about the complaints I made. I told her everything I told airbnb was true and had pictures to prove it, then she demands to see the pictures. She said that the back yard was clean now, I said ok but it wasn't when we got here and all the stinky odor was coming in the room. When she asked why I complained about the kitchen I told her the place was filthy and pointed to all the grease and oil and dirty pots and pan everywhere, and the dirty sticky table. She then tells me that it was dirty because they were not done using it. I look at her and said they were outside bbqing and left the mess in the kitchen and she again said, "Yes but we were not done using the kitchen yet. I told her that she needs to make sure to clean up after themselves so that we can use the kitchen too and reminded her that use of the kitchen was a part of the rental. She shot back at me with, "Oh I thought you guy were just going to eat out." I told her we will eat where we want to and for her to make sure the place is clean for us to use, then walked to my room.

That night when we came back the host and her family stayed out of our way, which was a good thing for them because I was sick of them at that point. Their daughter was yelling and screaming and slamming doors during our entire stay, but that evening she finally shut the hell up. We were leaving the next morning so we spent the night eating what we could of our food. In the end we couldn't finish it all so we ended up leaving some fruits for the next renter of the place. The night before our flight I tried to wash our clothes, washer and dryer included with the rental, but again the stupid lazy hosts left wet towels and blankets in the washer and dryer. I was happy to get the hell out of there. When I got home I called Airbnb and complained about how this was handed and what the hell were they thinking telling the hosts of my complaints while we were there. I told them they didn't know if the hosts were crazy people or not, and that I was confronted by the hosts about the complaints. Then asked customer service what they would have done if the hosts tried to get into a physical altercation with us, and they said, "They wouldn't do that." I told them I wanted my money back and they said no, when I asked why they said that the house is shared so it's okay that it's dirty. Total joke! Total paid for the stay at the pig sty for 3 days - $242.03, total refund for nightmare vacation - $37.49. Never again will I use airbnb, they don't give a crap about the customers, they will side with the hosts every time. Please don't stay at this place, reviewers lie about it, I was tricked into thinking that it was like what they said. See attached pics of the real rental.

FYI Sylvia is the mother of MingJing and doesn't live there or even take care of the place, she let's her lazy filthy daughter handle all that. Before I even got home Sylvia left a nasty review of stating that I was so demanding wanting to stay in the clean safe place. Let me give you a picture of how lazy these people are, the previous renters checked out at 12pm that day, I didn't get there until after 9pm, which means those worthless hosts didn't clean anything, wash any sheets, or go to Walmart right down the road to get things that were needed for the bathroom for 9 hours before we got there. Their names are Sylvia (mom) and Mingjing (daughter)@ 1272 Fulbar Court, San Jose, CA *******.

Since Airbnbs Bankruptcy scare in 2020 due to covid lockdowns and cancellations worldwide, income dropped to a halt and fell off a cliff, they have now fired all American's in support and moved support to East Asia, India where they only repeat things off scripts like robots to "sound" polite but actually do nothing.

I had a worst stay of my life in Europe recently and received a scathing revengeful review after it from a horrible Russian host (Russians are not famous in the news right now for their diplomatic ways) for me complaining about power outages, missing amenities (no airflow or air con as advertised {only 1 room out of 5 in a heatwave} the access to the terrace with only one glass sliding door is broken with all my body weight couldn't open therefore the terrace and solarium were not able to be used and host refused to fix), property was revolting filthy and absolutely disgusting violated city tourism license standard & airbnb for cleanliness standards. I put my baby on the floor to crawl and his knees and hands were black from dirt, never cleaned! The tables, chairs, dirty with food on them and greasy hand prints, mirrors all dirty the same, walls, the dishes gross with food on them. The cutlery had mold growing in the plastic, the sheets. Oh my god the Sheets, covered in body fluid stains, all different colors, hard crusty things could have fecal matter, all kinds of pubic and other hairs, smelly. The power outages for hours at a time sweating to death with my children. There were pests all over the place even on the couch, and to my dismay since I had to clean waiting for days for airbnb to help me I discovered arodent dropping and shredded bits from the couch lining. Airbnb's (fake) aircover did nothing for my stay or to move me somewhere else even though they approved this since it was documented in the first 24 hours of checkin. They documented everything and then just cancelled my booking without even finding me anything else. Then I had to fight to get my money back. Absolute nightmare.

To make matters worse after this stay from Hell with a rude nasty useless host, who would answer me she never had any complaints like this before (um yeah from where shes brand new to airbnb) and do nothing. After 2 weeks she wrote a review of lies, that I didn't pay or stayed free in my week of unpaid stay? Twice in the review, I used up too much electricity (she was asking for more money outside airbnb to pay for utilities, also asked me for 120 euros to checkin early in cash in person, violations of Airbnbs to collect cash outside and try to rip people off like this when airbnbs include this all, Ive been a host and guest since 2011, not like her just joined 3 months ago. She also lied in her review she called the police had to have me evicted courts etc, thats all completely insane when I prepaid the whole month weeks before checkin and she was pissed revenging that I complained and would not give her cash for extra things (she even turned off the wifi in the house because refused to write her a good review she said she needed to get more bookings!)

The complaints I had are legitimate- not "far fetched whims" this worlds worst host who is biased and revenged against me as what she assumes me to be a spoiled American for having normal standards or working amenities, useable parking space (which hers was not) and cleanliness - wrote (who also lies on airbnb that shes the owner so any guests will not have full rights when staying as you would if its a professional host, shes the property manager NOT OWNER).

Airbnb Deleted this LIBEL review, as I have all documented issues with the flat after being in there for a week of my month stay, and I have receipts signed by the host I did not owe them any money. They even sent me their receipt that Airbnb paid them.
Yet sometime after this deletion someone working their spoke to the host (god knows what lies she told) reposted this review full of LIES< SLANDER & LIBEL back on my page without even notice to me. They did not allow me to even respond to it!

This is illegal behavior by the host and further damage by AIRBNB for violating the law on slander without any evidence, by reposting behind my back without any notice to me and by removing my right to respond to lies publicly posted against me.

The support for weeks gave me the run around repeat like robots the review stands even when I ask why it wont let me reply to the vile review on my page they ignore me! They let this person who lies violates laws and al airbnb standard and policies keep their property up and stay on airbnb. This is all illegal so I am working on a legal case they will pay. I also requested a refund of the week the host was paid for since twice they have lies in a public review on my profile I did not pay for my week stay!

If you are reading this dear friends, this situation is a travesty please help me by reporting this listing to get it removed it violates many airbnb policies, its also a scam when host pretends to be owner and asks for cash outside of airbnb constantly and threatens to write bad reviews if you dont write a good review ( I dont know where this type of behavior is acceptable except at airbnb)

Https :// www.airbnb. Co. Uk/rooms/**************? Source_impression_id=p3_*******166_chzpN3nuoPMU%2FScd

should not be on airbnb its no standard I have ever stayed in 11 years in any country and the host lies and violates all laws and ethical practices. Airbnb employees violate their own code of conduct and the LAW with this horrific behavior and abuse to me as a customer. The amount of nightmares piling up against airbnb I see online and twitter are horrendous since they outsourced their service abroad.

This location loudly proclaims to be "Luxury" with a private pool, hot tub, tv, grill and pizza oven. Yet all the amenities were not operational, the host had poor communication and ignored our inquires regarding how to checkin, use the amenities, turn them on and have the hot tube be the standard rage temperatures. This cost more than the Fairmont in Vancouver, BC per night yet was the quality of a Motel 6 with a larger markup. This place was not safe nor sanitary. https://www.airbnb.com/rooms/*******?source_impression_id=p3_*******210_t375KXMfrICLBVa0

We reached out to Airbnb on August 20,2022 under 24 hours of our reservation starting on August 19,2022. Our reservation was for August 19-21,2022. Airbnb has a consumer protection option called AirCover, linked here https://www.airbnb.com/help/article/3218/getting-protected-through-aircover that guarantees that they will provide a partial, full refund or find an alternative should your accommodations be false from what was advertised.

Yet when we reached out to Airbnb to provide support due to an unresponsive host, dirty and potentially illness ridden pool that was littered with bugs on the pool floor, unsafe shower with sharp floor that could cut, harm while in usage, the hot tube was nonoperational, the listing was rifle with inaccuracies and had accessibility concerns as well as safety concerns for the water borne illness and a shared door that we woke up to rapid knocking from residents trying to open into our bedroom on August 21,2022 at 9:10AM. Anyone who has had to care for a pool or hot tub knows that a floor being littered with bugs means it's not been cleaned in ages for spiders and other bugs to be at the bottom and not the surface.

Airbnb is refusing to stand by their Aircover guarantee and saying that the amenities were the only issue. When we reached out on August 20,2022 we asked if we move to a hotel if the August 20,2022 stay would be credited or our medical fees should we incur medical fees due to water illnesses from the bug filled pool they said they would not. They continue to lie about their guarantee and are saying the host is standing by their listing and that our experiences with photo and video evidence is not accurate which is textbook gaslighting.

We believe that this is a clear violation of consumer rights and protections for Airbnb to have this Aircover guarantee but not standing by it and tossing other fine print that is not where listed or notated as superseding the Aircover guarantee. This is why hotels are superior to Airbnb.

I try to resolve issues directly with the company; however, when the company ignores my calls and messages and promises to have a manager contact me within 24-hours with no follow through, I resort to public posts because sadly that seems to be the only way to get the attention of companies with poor customer service.

AirBnB's AirCover policy states:
"If at any time during your stay you find your listing isn't as advertised—for example, the refrigerator stops working and your Host can't easily fix it, or it has fewer bedrooms than listed—you'll have three days to report it and we'll find you a similar or better home, or we'll refund you." Sounds like a reasonable policy that gives guests peace of mind when making reservations, unfortunately there is no follow through on AirBnB's end and instead they ignore calls and messages.

On Monday, August 1,2022 Kevin and I arrived around 6:30pm at Patrick and Nicole's house after a long day of driving. We settled in and started cooking around 8:30pm and had vegetables in the oven. Fortunately, we were standing by the oven and saw smoke billowing out of the oven. Kevin opened the oven and we could see smoke and flames coming from the bottom of the oven drawer. Kevin pulled open the oven drawer and large, hot flames shot up and there was black smoke filling the rooms. I looked for a fire extinguisher but did not find one. Kevin was able to extinguish the fire with 2 bath towels. While Kevin took the oven drawer and it's contents outside I messaged Patrick and Nicole at 8:44pm to please call me because his oven was on fire. I messaged because I could not find their phone number on the AirBnB rental message thread or the house listing. Patrick's wife, Nicole, called me immediately. Nicole said she could be over within 15 minutes. After I hung up with Nicole at 8:49pm I called AirBnB to report the fire and to ask for a new rental. We were not staying there after that incident and the smoke in the house. Nicole came to the house within 30 minutes, she said traffic was bad due to road work. Kevin showed her the cookie sheet that was in the oven drawer that someone had left with burnt fish and grease that had caused the fire and she saw the burnt towels we used to suffocate the flames and she saw the smoke in the house. She was there the entire time I was on the phone with AirBnB explaining what happened and we needed a new place to stay and Nicole (host) said "I'm so sorry, of course we will refund your full amount."

I first messaged AirBnB and got through the prompts and was provided a number to call and called them. April with AirBnB kept putting me on hold saying "I'm going to transfer you to someone else" and after the third time and maybe 15 minutes on hold I asked her "how much longer I can't keep waiting. THERE WAS AN OVEN FIRE." That is when she instructed us to find a hotel since it was past 9pm, and send AirBnB the receipt and we would get reimbursed, and on Tuesday AirBnB would help us find a new place. I asked what if I can find a new AirBnB that night? April said to contact the host directly to make sure they can accommodate a late checkin, then contact AirBnB and they will confirm directly with host, then AirBnB would give us a coupon code to use on new rental. Fortunately for us, I found a new rental close by and the host responded immediately saying he could accommodate a checkin the same night. I called AirBnB but was on hold over 5 minutes so I messaged AirBnB asking for coupon code but received no response. By this time we were exhausted and drained from the fire ordeal and being on the phone with AirBnB and researching new rentals and didn't want to wait any longer so I booked the new place and I messaged AirBnB that I was booking the new place. The new place and host were great with no issues at all.

Tuesday, August 2,2022 at 7:15pm I messaged AirBnB asking for an update on my case and received no response.

Wednesday, August 3,2022 at 2:07pm I received a messaged from Obed describing AirCover.

Wednesday, August 3,2022 at 3:20pm I called AirBnB and spoke to Christina. She said she would look into it and contact host and message me within 24 hours. Received no message.

Friday, August 5,2022 at 7:30am I called AirBnB again because I had not heard back from Christina or anyone else from AirBnB. Flordelyn took notes again and assured me Christina or a manager would call me today. Still no contact from AirBnB by the end of the day.

Friday, August 5,2022 at 3pm I messaged AirBnB a detailed summary of the incident because each time I called I had to repeat the same details and they have access to the messages. No response

Friday, August 5,2022 at 4:20pm I called AirBnB and spoke to Jass who repeated the AirBnB script I heard each time I called, "give me 24 hours to look into this." And "Christina will call you and we do not have capability to transfer calls to a manager but I can put in request to have manager call you and a manager will call you within 24 hours." No response from AirBnB

Accidents happen and it was unfortunate an unclean cookie sheet with remnants of fish and grease oil was left in the drawer under the oven, so when we were using the oven to roast vegetables the oil on the tray in the drawer caught on fire. We understand it was an accident, but we expect the owners to take responsibility and accountability and reimbursement us our full rental amount and to compensate us for the inconvenience, hassle, and time I have spent on this. And for AirBnB to help us mediate with the hosts since they are not reimbursing us, instead of assisting us AirBnB is ignoring us and giving us the runaround making the circumstances even more aggravating.

Patrick and Nicole's place is not listed accurately—"newly remodeled and immaculate." No—it was old, the only room renovated was that they added a bathroom upstairs—Patrick's response to Nicole (guest) review on June 2021-- "this house is newly remodeled with an added 2nd bath." Nicole (guest) review on June 2021 is the most accurate description of the house "house had an old smell, stains in ceiling from prior leaks, cleaning company is not doing a great job we noticed dust piled in corners. False advertising of the house being newly remodeled and updated pictures need to be taken to show what the house truly looks like." Thank you Nicole (guest) for providing an accurate review of this house! I agree with everything Nicole wrote on her review. I will also add carpets were dirty. The room we were staying in I vacuumed and the vacuum handle was broken so I had to bend down to hold the bottom of the handle. We are surprised that only a few reviews reflect the true condition of this house. The only positive of the house is the location—walkable to town.

When Kevin was talking to Nicole (host) letting her know what happened and I was on the phone with AirBnB Kevin pointed out there were no smoke detectors and Nicole (host) responded "yes there are," Kevin pointed out we looked for an extinguisher and couldn't find one and Nicole said, "The other renters stole the extinguisher," and when Kevin said their cleaning people did a terrible job, Nicole (host) said "we have a hard time finding cleaners and we do the cleaning." The carpets did not appear to have been vacuumed (part of the rental fee was $179 cleaning fee).

I notice Patrick and Nicole have 11 listings on AirBnB. I hope their other listings are more accurately listed than their Lincoln, NH home.

Back in June 2022 when I had a 4 hour late check-in because the property manager didn't know we were coming, I had excellent customer service from Raymond with AirBnB. Raymond was patient with us when I couldn't find my profile name to verify my account and he checked in with us to make sure we got into our rental, and he asked for the receipt of our light snack and drinks while our place was being cleaned, he reimbursed me as soon as I messaged him the receipt, and he checked in with us the following day, and the host adequately compensated us for the late check-in.

This was an oven fire that could have become serious and could have injured us and caused a house fire if we were not by the oven and/or we had not handled it properly. However, we are not being reimbursed by the hosts, and we are getting the runaround from AirBnB with no responses from my messages and when I call and have spoken with the different customer service reps-they each read their standard script and say, "let me look into it and I will message you within 24 hours". When I ask to speak to a manager they each have said, "we don't have the capability to transfer a call. I will let a manager know and they will call you within 24 hours." And now it has been a week and still no message or call from AirBnB. And Patrick has not reimbursed me my full rental fee. When a place is accurately described and the host is honest and responsive AirBnB is great; however, when things go wrong AirBnB does not hold up to their guarantee of "finding an equivalent or better place if the place does not live up to their description."

Anecdotally, I have a tremendous amount to say about this experience but will limit the review to only statements which can be proven.

THE LOCATION
656 Atlantic Ave, Westerly RI

THE PROCESS

On 2/15/2022 I reserved a listing and paid a 50% deposit; then paid the remaining 50% due for rental on 6/16/2022. Having heard nothing from the owner since 2/16/2022 I reached out using AirBnB's messaging system on 6/29/2022. The owner responded the same day, asked to follow-up via a personal email address, and I received a message later in the day indicating " Attached is our rental agreement with all the house information, details, check-in, check-out, parking, etc."

The "rental agreement" contains new details which were not included in the AirBnb listing, see applicable items copied and pasted from the rental agreement below:

New details - "Automobiles are not allowed to park on the street. Two (2) parking spaces are available for renters. Vehicles parked on the side of road may be towed as these are No Parking zones. Please note that owners use the parking space in between the cottages, please park in this designated "Renter Parking" area only, under the front porch, against the rock foundation:

Note: the Property Owner uses the lawn area for parking at all times, which is the space to the left of Tenant Parking, as well as, the Basement is restricted to the Owner's use only."

THE DECISION

I had already paid for the rental in full upon receipt of the rental agreement. This situation forced me to make a choice; cancel my childrens beach trip at the last minute and plead for my money back, or attempt to cope with new terms in an unexpected situation. I chose the latter.

THE REALITY

With the exception of the two tenant parking spaces the remainder of the property is an active parking lot for not just the owners, but dozens of their friends and family that come and go throughout the day and into the late evening hours; the "owner's only" basement is effectively used as a cabana for this large group. There were points in time where there were up to eleven vehicles on the property, only one of which was mine. Please see the photographs linked below

Street side
https://www.dropbox.com/s/xxr1azh7i5km812/**************784.jpg?dl=0

https://www.dropbox.com/s/sc1ibudovqjmay0/**************.jpg?dl=0

https://www.dropbox.com/s/cnqwgoxk16m75xv/**************.jpg?dl=0

Wedged in opposite street side
https://www.dropbox.com/s/06wa0y29j3neuz2/IMG_*******_*******.jpg?dl=0

Front lawn
https://www.dropbox.com/s/mmnti5wx39uus4t/IMG_*******_*******.jpg?dl=0

Basement is for owner's use only
https://www.dropbox.com/s/1tirqx802lxm5wu/IMG_*******_*******.jpg?dl=0

THE REACTION

I have three daughters ages 10,8, and 4 who made the following statements while we were on-premise:

8 year old - "Daddy, I thought this was our house, why are there so many people here?"

10 year old - "Daddy, I can't sleep with all the noise and car lights shining through the window"

4 year old - "Daddy, when will it be safe for me to ride my bike?"

THE EXIT

We paid for a week and left two days early. The next day I submitted a request through AirBnB for a partial refund, sharing the statements made by my children (cited above) as the primary reasons. The owner responded this morning with the following message:

<
I am sorry you did not enjoy your stay, it is very unfortunate that you are making these complaints and exited early. To respond to your comments; First, our description on Airbnb (see screenshot) clearly mentions details about the areas owners use (parking and basement). Second, the cars parked in your photos are isolated to solely July 4 holiday which I explained to your wife; for all our rentals, we reserve the right to park our lawn. Next, this house is located on the 'main beach strip' of Atlantic Ave where all Misquamicut beaches are accessed to/from which is told in my airbnb description, therefore I cannot control the level of beach traffic on any day. You should have done more research/ google earth or asked questions about the location of our beach house if you had any doubts prior to booking. The intersecting road we are located on is Breach Dr, that is a long dead end residential road clearly safe for bike riding. Guests enjoy that all the time. Or, just over the Weekapaug bridge are elite quite residential small safe neighborhoods to bike ride, if you did not like Atlantic Avenue sidewalks and designated Bike Lanes that are there. You exited/checked out without my knowledge, prior to your booking date which is not appreciated. This house is enjoyed by so many guests steps to a private beach access, so it is hard to understand justifiable facts regarding your dislikes. Everything about this rental is clearly communicated in this posting.
>

Screenshot
https://www.dropbox.com/s/yyecrhu022wb2sn/ownerScreenShot.JPG?dl=0

AIRBNB RESPONSE 12 DAYS AFTER REPORTING THE INCIDENT

Hi Michael,

Thank you for your reply and sorry for the delay as we are currently experiencing an unusually high volume of requests.

Upholding the policies and standards that protect our community is very important to us. We've given your case and its details careful consideration, and we have determined that we can't offer any further refunds outside of your Host's cancellation policy.

Our review is complete now, and we won't be able to offer additional support on this case at this time.

If you'd like to provide feedback on Airbnb's policies or your experience, you can do so any time at:

airbnb.com/feedback

NIGHTMARE SITUATION - WARNING - HOST CANCELLATION HOURS BEFORE CHECK-IN.
RESERVATION HAD BEEN MADE NEARLY A MONTH PRIOR.
I HAD CHATTED WITH CHRISTIAN THE DAY BEFORE AND HE GAVE NO WARNING THAT THEY WERE GOING TO CANCEL OUR RESERVATION HOURS BEFORE WE ARRIVED.

TLDR: My party was left scrambling as everyone flew into Las Vegas. Host cancelled the reservation as I was at the airport flying in. Nightmare situation. Please, please reconsider booking so the same thing doesn't happen to your party.

I really hate to write bad reviews, but this story needs to be told to protect other Airbnb customers. Please consider using another service and definitely consider using another host.

On March 9,2022 I booked a stay at one of the vacation properties that Christian manages. It was a condo in the Wyndham in Las Vegas for a small group of family/friends. The stay was set for 8 guests from April 7 to April 11. We paid the rate and Christian was nice to chat with. We were happy to have a place booked because accommodations in Vegas during spring break can be difficult.

We were set to check in on April 7. One day prior, on April 6,2022, I messaged Christian about who in our party would actually check in the following day. He responded quickly and nicely and even said that the company would not charge us to do a name change for the person checking in. His last message the day before we were set to check in was at 6:32PM EST saying 'You're most welcome, Colton!' after I thanked him for changing the name of the person checking in.

April 7th. Day of travel to Vegas. Everyone in our party is excited and ready to go. We're all flying or driving in from 3 different states and haven't seen each other for nearly a year. Everyone is happy and ready to go. It's going to be a party. We're excited to be staying right next to the strip in this great Airbnb that has been booked for nearly a month.

As I'm preparing to get in the car to go to the airport, I get a phone call from a strange number in Michigan at 12:31 PM EST. I didn't answer the first call because I didn't know the number. The number calls right back, so I answer it. The phone line was echoey and quiet, so I couldn't hear well, and a lady immediately starts talking about how they're so sorry that the reservation is cancelled. Cancelled? I try to get her to confirm what she's saying. She tries to get off the phone as quickly as possible, but I ask her to stop. I ask her to please repeat what is going on. She sounded really nervous and insisted that there was nobody else available for me to speak with (I asked several times). She insists that the reservation has to be cancelled. I beg her not to. I remind her that this trip has been scheduled for a month and that our party is literally on the way to the property. We were set to check in at 4:00pm MST THAT DAY. She goes on about an error in the system, all of their properties booked, they're just a management company, etc. I remind her that it has been booked for a month and they're cancelling hours before the reservation. She again says 'sorry' and the call ends.

Ok. Slight panic mode. I call the Wyndham and they confirm that they are 100% booked and that there is no reservation under our name. Ok. Medium panic mode. I call the number for Christian listed in the booking. No answer. I message Christian and tell him I got a weird call. I'm still hopeful at that point that it was a mistake. Nope. Christian finally messages back 24 minutes later with the following message:

"We are sorry to inform you that we are a management company and our owner client has been non-responsive. Owners, pass away or sell their units sometimes without informing us. A refund will be processed for 100% of your cost. Please be aware that your credit card company may take 3-5 business days before the credit hits your account."

Hard panic mode. I message him back and tell him people are literally flying in right now. I had messaged him THE DAY BEFORE and he hadn't said anything about this at all. Now, hours before we check in, they're cancelling on our party of 8 people? This is his response:

"We understand that these are not the words that you want to hear from us today. We have done our best to accommodate your stay, however, there was an issue with the owner's account that stops us from finalizing your reservation. We will do our best to prevent this from happening again. We truly apologize for the bad experience."

They've done their best? In what way? The issue with the "owner's account" seems to be an issue with THEIR account because they approved the booking! This is quickly turning into an issue with MY account and has the potential to ruin our vacation. I message him this:

"Christian. I don't think you've done your best because it's literally canceling the reservation hours before we arrive. There must be a solution here."

Now his response:

"Cancelling a reservation is the last thing we want to do. We checked with other owners if theres (sic) something we can offer even with neighboring resort. However, there is no availability. We appreciate your patience and understanding. Thank you!"

Nightmare. To be clear, I was out of patience and understanding. Trying and FAILING to get another reservation doesn't win back any points here. At the same time I know that Christian is most likely a messenger, so I don't want to attack him personally, but the company that he represents has created a huge, huge problem for us. This is all taking place as I'm waiting for my flight at the airport. Everyone is counting on me, and I feel that I'm letting my party down. Not a good feeling.

Now our party is on the way to Vegas and we don't have a place to stay. It's spring break and hotel prices are outrageous. Other Airbnbs are charging very high fees (which his understandable, it's literally day-of booking, that's why you create a RESERVATION). Ok. I regroup and speak with my party. Another person in our party books another Airbnb nowhere near as convenient/nice as the one we had "booked" with Christian. We pay over DOUBLE the price for the place, but it's really our only option at that point.

I contact Airbnb. They actually were pretty accessible and I spoke with someone on the phone who said they would contact the owner and see what was going on. They get back to me and tell me that the owners are unresponsive. I refuse to believe that a host with 9,000+ "reviews" is not in constant contact with Airbnb.

Their solution? They offer me $163.00 rebooking coupon (10% of what we had paid Christian's company). You've got to be kidding. That's borderline offensive. Our vacation was derailed HOURS before check-in. This was after booking nearly a month before AND having contact with Christian the day before we were set to arrive. The $163 doesn't even cover the added transportation costs associated with booking the new Airbnb, let alone the cost of a last minute Airbnb house for our party during spring break in Las Vegas. Absolutely wild.

I'm still hopeful to get some resolution, but at this point it has been 6 days since my last contact with Christian. He has not responded to my last message where I asked him to please make this right. So far, Airbnb has again said that all they're willing to do is give us a $163 credit. To me that is unacceptable.

Not that it should matter, but to inform readers about my past history with Airbnb, I've spent over $10,000 (ten thousand) dollars on Airbnb stays the past year due to an employment relocation. I've used Airbnb for maybe 9 stays over the past few years and have only been given excellent reviews by hosts. I've never before had an issue. Christian's and Airbnb's actions have been supremely disappointing. If this is the treatment that I'm given, I have to believe that you can only expect the same or worse treatment if you have a similar issue.

Christian cancelled our booking HOURS BEFORE CHECKING IN. We had booked the reservation nearly a month before. We had communicated the day before and were given absolutely no warning. We were blind-sided. Christian has not at all provided solutions despite any supposed 'efforts' on his part. We were left without a place to stay the day that we arrived in Las Vegas. This type of experience can really ruin a vacation that has been in the works for months. I've found both Christian's actions and Airbnb's actions and responses to be inconsiderate, unethical, and unprofessional. PLEASE CONSIDER BOOKING WITH ANOTHER HOST AND/OR BOOKING SERVICE.

I REALLY DO BELIEVE THAT SOMETHING SHOULD BE DONE ON YOUR END BECAUSE HOSTS LIKE THAT MAKE AIRBNB LOOK BAD. IN A WAY THEY REPRESENT YOUR COMPANY AND I WOULDN'T WANT SOMEONE LIKE THAT REPRESENTING MY COMPANY. I CANCELED BECAUSE I WAS TRULY DISGUSTED AND I HAD ALL THE FAITH IN THE WORLD THAT AIRBNB WOULD MAKE THIS RIGHT BUT I WAS WRONG AND IT IS VERY DISAPPOINTING.

PLEASE BEWARE! YOU WILL BE ROBBED! READ DETAILS BELOW!

MY HORRIBLE EXPERIENCE WAS WORD FOR WORD AS FOLLOWS:

Hi Giselle,

This is Jenecia from Airbnb, and I will be your dedicated support ambassador for this case.
I am contacting you on behalf of your host Renata in regard to your reservation HMKKQZSWRR. Your host reached out to advise that you would like to cancel the reservation due to the pool being shared at the listing. Your host also indicated that you advised that you did not check in the listing.

Your host confirmed that if you did not check in the listing, she will happily provide you with the refund of the cleaning fee and if she is able to have the night rebooked, she will provide you with the full refund.

That being said, in order to ensure that I am properly assisting you to the best of my abilities, I would greatly appreciate it if you reply to this message with more details regarding the cancellation of your reservation. This will allow me to have a better understanding of the situation, and therefore, may have greater abilities when it comes to the outcome of this case.

If you have any further questions or concerns, please let me know and I will be sure to address them in their fullness. Thank you very much for being a part of the Airbnb community, and I hope to hear from you soon.

Best,
Jenecia

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Hello Jenecia, the property was listed as a home not apartment or duplex or anything along those lines. Yes there were other guests on the property and what I was looking for was privacy. I booked the airbnb about an hour or so only and we did not stay or use the amenities. The property didn't even resemble the pictures but that doesn't matter regardless it wasn't a private home. It is unethical to charge me any amount for this. If I would have booked well in advance or even this morning I understand but having booked within 1 hour of arrival time does not affect the property renting to someone else.

*

Hi Giselle,

This is Tannesha from Airbnb, and I hope that you are keeping well. Apologies for the delay in getting back to you. We are currently experiencing an unusually high volume of requests.

I can imagine that this is the last thing you would ever want to deal with and I'm so sorry that was your experience. If I'm being honest, I would also be frustrated dealing with that, so I can understand exactly where you are coming from.

I did some checks on the listing description and the host did state that the pool is been shared with other guests on the property and that the some spaces are shared.

I understand you stated the property does not look like what was advertised by any chance do you have any pictures or videos to send to me so I may assist further on the issue.

Best,
Airbnb.

*

I wish I had, I was so disgusted and upset I didn't think to take any pictures or videos but I did have people with me that can confirm what I am saying. Honestly it looked like 10 years had passed since the photos that were posted with no upkeep. Honestly I couldn't have stayed there I would have felt miserable the entire time and I really wanted to like it trust me when I say I didn't think I would find anything else so last minute but I was willing to cut the trip short and go home rather than stay there. That's how bad it was. Honestly it's not about the money because I did end up finding another airbnb thankfully which you can see on my account and I paid much more for it than I did for this one.

Again, it is unethical to charge me this especially considering I booked it within 1 hour of arrival time. It really doesn't hurt them because it's very likely it wouldn't have been rented and Renata said that past 8pm she doesn't rent it out anymore because the only people looking at that time are people she wouldn't want there anyway.

Also, if that is the case then it shouldn't be listed as entire residential home because it is misleading. Most people don't read the small print or all the details. It's is not the entire house, it is divided in 2 but with 2 separate entrances but it is 1 building and when someone says entire residential home you think that you have the property to yourself. I was really looking for privacy but I could have dealt with it, I mean I wouldn't have been thrilled but that on top of how the property looked I just couldn't stay there.

*

Hi Giselle,

Tannesha here, I am truly sorry that you had that experience with the reservation. In order to get a refund your host will need to agree to the refund because I am unable to provide that refund without their approval. I will reach out to the host to get their approval but the refund is entirely up to the host.

Based on what I am seeing here the time you made the reservation and the check in time and if you had cancelled on the day of check in then would be able to get the full refund or a partial refund based on the host cancellation policy. Never the less I will do my best to get the approval from the host for you.

Best,
Airbnb.

*

Thank you so much. On top of it all she said it is not up to her to issue a refund, she said she doesn't have the authority. She said I had to contact airbnb for the refund so she lied to my face, just wow! What a Money hungry person, it's so sad to meet people like that. I don't know if you should mention this to her or not but I am going to leave a very bad review if she does not refund me. If she does I will let it go and move on. Additionally, if she doesn't refund me I will be contacting the bank to dispute the transaction. I am not going to let this go because she is basically robbing me of my hard earned money! For what, she didn't even provide a service and she was false advertising. It was not an ENTIRE residential home and the pictures are extremely outdated. I am sorry for ranting and I am not upset with you, I am upset with Renata and this whole situation. Again, I don't if you should tell her this or not but it is in everyone's best interest to refund me and we move on.

*

PS: I CAN'T UPLOAD ATTACHMENTS.

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I don't know if this helps but it's a screenshot of the airbnb guest refund policy. I just found it now. She listed it as entire home and it was not. Also, she falsely represented the listing because like I said the place had no upkeep, it did not resemble the pictures at all. The pool was so dirty that it resembled a swamp more than a pool. It was so disgusting and disappointing because I chose the place because it had a pool but there was no way we would get in that pool the way it looked.

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I also just saw that the listing says there are security cameras. If that's the case and she tries to say I am lying then you should ask her for the footage of that day so you can see what I am talking about. I am not a liar and I am a very fair person unfortunately I can not say the same for Renata. I just really want this resolved and over with because the more I think about it the more anxiety I get. It makes me so sad that people act that way. I just want to move on but she does need to be fair. A business will never be successful if you are unethical. Human kindness should always be the #1 priority when running a business because I can assure you if she were in my shoes she wouldn't want someone doing this to her.

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Hi Giselle,

Tannesha here—I've tried calling you on +1 813-***-**** but was unable to reach you.

Please reply here when you can and let me know when would be good for me to try you again.

This guest refund policy is when there is a violation on the host end and because she did put in her listing description that the space is shared with other guests where on the property is shared it is not considered as violation. I did contact her about the refund, and she stated that she is not willing to provide the refund to you because the has all her details on the platform. I really wish you had documentation like pictures or videos to provide to me because then I would be able to take action because you did contact us within 24hours of check in; because if you did then I could work with the policy that we have.

Best,
Airbnb.

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I don't have good signal at home but if you can please try again. Actually I did reach out within the 24 hours as a matter of fact almost immediately after and I called in about it to follow up at 2:41am and was told I had to allow up to 48 hours for a resolution.

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Hi Giselle,

Tannesha here, yes you did reach out in 24hours but in order for me to take action in relation to a refund I will need documentation of the issue.

Best,
Airbnb.

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Sorry I read that wrong, so you are saying that the only way you could invoke that policy is if I had pictures or videos? I have witnesses and again she has security cameras with footage. My word wouldn't be adequate documentation in writing? I live only 20 minutes away I can go back and take pictures.

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Hi Giselle,

Tannesha here, please don't go back to the listing because the reservation has passed and that is a violation. I will provide you with a call shortly.

Best,
Airbnb.

PS: EVERYONE AT AIRBNB WERE VERY RESPECTFUL AND DID ACTUALLY WANT TO HELP ALTHOUGH I DO DISAGREE ABOUT THEM NOT BEING ABLE TO HELP ME IF I DONT HAVE PICTURES OR VIDEOS. I MEAN IF THIS WERE HAPPENING TO MY MOM SHE WOULDN'T HAVE BEEN ABLE TO DO EITHER, AS SHE STILL USES A FLIP PHONE. SO WHAT WOULD HAVE BEEN THE OUTCOME THEN IF SMART PHONES WEREN'T A THING? REGARDLESS, THE PERSON WHO IS AT FAULT WITH THIS TERRIBLE EXPERIENCE IS THE HOST RENATA. SHE SHOULD BE FIRED! I REALLY HOPE THE OWNERS READ THESE REVIEWS BECAUSE SHE IS BAD FOR BUSINESS.

This is the listing, don't make the same mistake! Do not book with Renata!
https://abnb.me/255a36PEDob