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I was scammed by Airbnb superhost support. Have been superhost on Airbnb for four years in a row. 119 reviews with an average score of 4.89. One day a guest came for a two-night stay and wants an early check-in at 10am but I have politely replied that our checkout is at 11am and there are still guests in the apartment. Our check-in time is from 3pm but we will rush to prepare the apartment as soon as possible. As usual the other guests were late at checkout about 20min, but that's totally fine. The apartment was ready at 1:30pm and Mrs. L came without an ID. We need the ID to pay tourist tax 2,50€/per person to the city. She went to the car and came back with ID and Mrs L was accomodated. The next day I received a message that Mrs L has fainted and will return the keys while the keys were returned at 9pm evening. I asked the neighbours if there was an ambulance the other day but no one noticed. The next day was checkout day so she occupied the apartment the whole stay and we couldn't have other guests, peak season. 2 days later, Mrs. L wrote that the apartment hasn't been used and would like a refund or a different date to stay free of charge because the apartment hasn't been used. That was true only partially because the bed was used and have found a dirty floor and hair here and there. Since we're superhost apartment the bed and everything must be washed, dried and ironed again for new guests. People don't want to sleep in a used bed where the bed hasn't been changed. I have documented everything. Here comes the "fun" part: Since it was a tricky situation: I decided to contact superhost support for advise what to do next. I have written the whole story above to Airbnb. A staff member called me from the USA, while we're in Europe. A nice discussion took place and I was assured that when we receive a 1* review rating, Airbnb will be delete it. That it's against airbnb policy. I double checked it to make sure. I've decided to not write a bad review with an unhappy customer because I don't like to write bad reviews and give people a bad reputation. We had all kind of guests of different nature so we're used to it. Many are filthy, don't respect house rules, destroy our furniture but we're used to that. But the thing is that Airbnb told me that once the review was posted I should contact the airbnb support and they will resolve the issue. So 1st of august naturally came a bad review and a 1* rating so I have immediately contacted Airbnb support to follow up on the issue. I trusted Airbnb because in recent years I had the best experience with the staff and always resolved everything on a fair basis. This time a different guy picked up the case, he was more or less ignorant. Told me he's going home and comes back in two days. If there's something urgent I was to call a +1 number to the USA and spend a fortune of money to call from Europe?! So I have sent another multiples messages that I'm disappointed in the staff service and feel that I have been scammed, mistreated and misguided by Airbnb support. Because I was told one thing and then they do not want to follow up on their words and promises they made towards me. It's the thing that it's not about bad reviews, those thing happen and the scammer guest took just 3 points to 4.86 leaving us still as superhost. It's about being scammed by airbnb, because if Airbnb staff wouldn't told me the things they did I would ACT differently towerds my difficult guest. I have the most flexible option available and that means you can cancel the reservation one day prior to arrival. But some guests are scammers and after the stay ask for money back otherwise will leave you a bad rating with review. And when you contact Airbnb for support, you get ignored. I do not think this a fair stand either from guests nor from Airbnb. Neither are hosts protected against guests that want to misuse policies and Airbnb is not there for protection. What are the policies for if they're not to be respected??? This is why I am very disappointed in Airbnb and will take my apartment off...

AirBnb could care less about their customers. I had to get BBB involved in order to finally get this resolved. The whole process took 9 months!

After reserving on Airbnb, myself and 3 other guests were scheduled to stay at 65 Verde Valley School Road A9, Sedona, AZ 86351, United States from August 31, 2018 to September 3, 2018.

When we arrived to the location, the condition was not as promised. First, the condo was dirty. This includes pet hair on the floors/furniture, dirty carpets with significant stains in them, the condo smelled of pet urine, and dried food on the surfaces of the cabinets/door handles. Second, the air conditioning system/evaporation cooler was not functional. There was a note from the owner on how to use the thermostat; however, after sitting in the condo for 30 minutes, it did not cool off nor could we feel any breeze/air flow. The window A/C was also not operational and the house was hot upon arrival even though the conditions of the condo promised 70 degrees Fahrenheit. We were instructed by the owner not to open windows or doors to let in a breeze, so the temperature was very uncomfortable. We found the weather outside the condo more bearable. Third, the condo was not kept up and had several amenities that were broken besides the window A/C and evaporation cooler. The drawers in the kitchen were off their track and falling out of the cabinets. The fridge had lost power and there was a block of ice in the freezer which did not give us confidence that it would store or cool our food appropriately. Lastly, the condo was outdated. Although this may seem superficial, it was not portrayed accurately in the pictures listed online. The bed mattresses were lumpy and you could see the indentation of use. The bedding and towels throughout the house were frayed, pilled, thin, and falling apart. The furniture was dirty, worn, and frayed.

Given these conditions, and the fact that I was traveling with a small child, I could not stay in a place that could risk the health and safety of our travelling party. I contacted Evolve through the Airbnb site/application instantly after arriving to the condo because of the condition. My entire travelling party agreed that the condition was as promised or safe. I did not received a reply or contact from Evolve until 2 days after the initial request even though the response time was promised at 24 hours. We had quite a bit of conversation back and forth where I informed them of the condition of the condo, sent them pictures (repeatedly), and then finally had to dispute the charges. Communication took place from August 31, 2018 until September 6, 2018.

Seeing that my issue was not getting resolved, I contacted Airbnb in order to get assistance. I was informed to click on "Involve Airbnb" on their site, which I did, and the next reply was that they could not help and to leave feedback if I'd like. In addition, I submitted pictures through their website/application which did not get sent over to Evolve (the rental company/host) which then delayed critical information getting to them along with having to submit the pictures directly to them myself.

The resolution center/"Involve Airbnb" is not set up correctly because doesn't provide the host with the information they need in a timely manner in order to resolve the issue and wastes the customer's time if they are not actually able to resolve the issue. In addition, I asked that this listing be removed and Evolve not allowed to list on their website since the location was unsafe and the condo was not as advertised. The listing and company are still up on the Airbnb website.

Unfortunately we were not able to get this resolved. I had to contact BBB in order to get AirBnb to finally respond to the issue. I had to send over documentation 4 times before I finally called BBB and told them that the requested documentation had been sent which allowed them to escalate the complaint to the next level. It wasn't until this last escalation that AirBnb finally attempted to...

Words cannot begin to describe my dissapointment with my recent experience with Airbnb. Recently my girlfriend and I went on a trip to New York city for a weekend only to find we booked an appartment from a proffesional SCAM artist. I paid $511.00 american currency. The Airbnb we stayed at was listed as a PRIVATE APARTMENT, which we later found out, was not. Instead, much to our surprise, what we got PRIVATE ROOM. There were 5 other guests alongside us, all under the same impression. Within the Airbnb there were empty used syringes underneath the sinks. There was no toilet paper for the group of people staying within the vicinity, our bedroom did not have a lock, therefore our belongings were out in the open for anyone to be able to take. There were no blinds for our bedroom window, allowing the individuals from the other apartments to be able look through along with more cleanliness troubles. When finding out the other guests were being scammed we spoke to them, explaining our situation and they themselves told us anyone who has come in this Airbnb has fallen within the same trap. They used the words ‘hostile’ or ‘revolving door’ describing the place. Furthermore, the host would use different names, emails and addresses to each guest so no individual would have the same trace of her. Prior, to calling my credit card company, we believed we could resolve this situation between the host and Airbnb. One of the representatives of Airbnb, guided us towards the “best possible resolution” being to cancel the reservation for the remaining two nights we had left in the city, resulting in getting at least get 50% of our money back. We proceeded with that recommendation and got a hotel room, however, now we are not able to go back and see that reservation with the address and listing the host provided us with because the trip was canceled, therefore we had no proof our reservation. Calling Airbnb when we were back in the city to further explain the situation hoping we could possibly try ONCE more to get reinbursted, there was no proof of our stay in New York. Even when calling my credit card company they also needed proof of the trip, which we could not provide for them. This is another faulty and inadequate way of handling the situation, because there now NO PROOF of our staying. I believe this was also planned so we had no ruling against them. The following day, we spoke again to Airbnb to see where our problem was situated and they explained if we gave them a receipt of our hotel they would be able to reimburse our spending for the hotel, for the time being of the investigation. Furthermore, we were told because we spent LESS money on a hotel than what we spent on the Airbnb we would not get any reimbursement for the hotel either. As one can see, this has not only been extremely frustrating, we have spent more money and time dealing with very inadequate people than actually enjoying our stay. The host scammed us alongside many individuals, whom we have their contact information if needed to proceed with legal actions towards this fraud. As stated above, the host provide each group of guests with different names, addresses, and emails. We have pictures of conversations with the host giving us the “correct address”, as well as pictures of the gruesome Airbnb itself. Overall, this has been the WORST experience I have ever had with Airbnb and I am extremely dissapointed with how poorly they have treated an unhappy customer. Instead of supporting us through this situation, Airbnb has fully supported the scamming host of the listing. I am sure this has not been the fist time something like this has happend to other Airbnb customers, and I'm sure it won't be the last. SHAME...