I Accidentally Uncovered a Nationwide Scam on Airbnb | Hacker News Reader

I Accidentally Uncovered a Nationwide Scam on Airbnb

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Here is another scam that someone tried to pull on me.

I booked a place in Reno a week in advance. On the night before check-in at about 2am I got a text from the host asking me to increase the price of stay by $20. That was small and I did not want the hassle of arguing but just decided to leave it till morning. In the morning I looked at it again on computer (as opposed to the phone) and saw something odd: the dates of stay we crossed and replaced by the exact same dates. Then I saw that weekdays were off. Then it dawned on me that the scammer changed the dates of stay to the next year and added $20 just to distract me.

The scam is simple. The scammer lists the same property twice with ~30% difference in price using slightly different photos and descriptions. The cheaper one goes first. If he books it at the higher price he kicks out the first renters with the "next year booking" scam. Reading reviews made it quite clear.

I reported the scammer to AirBnB, got a refund + $100 but they did not do anything other than $100 fine to the scammer. The crook makes more than that from a single scam. AirBnB just does not care.

Pecunia non olet.

I booked a hotel room in Paris earlier this year over AirBnB out of curiosity, as the room was cheaper than advertised on other platforms. The day before, I thought to call and verify it wasn't a scam and the hotel manager had no record of my stay. A scammer had just uploaded pictures of the hotel room to AirBnB. I got a full refund (and the hotel, in thanks for me letting them know they were scam targets gave me a discount) but the scammer account is still online. No clue why AirBnB didn't scrub this. And I don't get why the scammer thought it would work, as they don't get paid until at least one night stay with no complaints.

Because the scammer may be using this as a way to launder money or to extract money from stolen credit cards.

They may not be scamming legitimate bookers, but rather, using the listing for other kinds of scams.

In a similar vein, a good friend of mine (+ all his family, about 10 in all) was kicked out of an AirBnB at the last minute because it had been double-booked on Booking.com at a higher price, and had just been rented via that site.

I've come across a few such stories.

A family member of mine had something similar happen when using booking.com. She showed up at the hotel and they had sold her booked room to someone else. It was late and a bit of a nightmare to find another place to stay.

Overbooking airplanes means someone might be stuck sitting in the terminal for hours. Overbooking.com means someone might be made to drive around late at night, tired, with nowhere to sleep.

People don't understand the value of a high trust culture until it's gone.

Yeah, Couchsurfing was incredible.....oh well

A company that is based on a tax loophole doesn’t behave ethically?

There may be other reasons Airbnb is unethical, but minimizing one's taxes legally is not unethical.

I am not sure I completely understand:

Is the host able to unilaterally change the dates of your booking on AirBnb? Did your agreement to the text (asking for $20 extra) allow him to make the changes?

Yes they usually are.

There's a raft of AirBnB horror stories[1] about hosts pulling a confirmed booking at the last moment and AirBnb's "awesome" customer support leaving the guest high and dry if they were approachable at all.

AirBnb may have been a great idea in 2010. Nowadays what you get is very oten a cheaply outfitted cooky cutter appartment managed by some faceless management company.

You may also be asked to sneak to your appartment through the back door because the lease is actually illegal at your destination and other such fun shenanigens, while the price essesntially is no more cheaper than a comparable hotel room.

[1] https://www.airbnbhell.com/

> Did your agreement to the text (asking for $20 extra) allow him to make the changes?

It's this, because technically you are making the changes (by agreeing).

Interesting - makes me wonder if this scam is what was being pulled in my comment here: https://news.ycombinator.com/item?id=21410039

Though in this case, the difference in price is about 50%.

That is such an elegant scam. It's like a magic trick complete with misdirection.

Is there market where HN-type people come up with these and sell them to people to implement?

I hope not! Better put your efforts into creating value rather than winning zero-sum scams.

I doubt it because people are ethical (I hope).

But this is so true. I feel like I always come up with so many loopholes but because of their nature of being "scams" I obviously don't do them.

lol, you're here too. This sort of reminds me of people at bars complaining about the type of people they meet at bars. :)

What does "HN-type people" mean to you?

You can't make a business of an honest marketplace based on selling services only to dishonest people. Eventually your own customers will ruin the business.

This is the fundamental reason "Organized Crime" always fails in the end.

0week vulnerabilities for sale on the dark web. /s

Yes, it's called blackhatworld.com

There have been a few threads about AirBnb lately with a lot of people reporting negative experiences so I will add my own $0.02. I have stayed in many AirBnbs. The reason is, I find it is the only way to have a tolerable family vacation is when everyone has their own sleeping quarters. When we are all piled into one (often overpriced and not so clean) hotel room, it makes for less than ideal sleep and everyone ends up grouchy. Plus when you travel with children, it is really nice to have a kitchen and a way to do laundry. At any rate, my observation for all my AirBnb stays is most of them are quite nice. Many hosts go to great lengths to have their guests have a nice stay. There have been a few crappy experiences, but not many. The main downside for me concerning AirBnb is it takes a long time to analyze the listings to find quality accommodations.

>> The main downside for me concerning AirBnb is it takes a long time to analyze the listings to find quality accommodations.

In my view this is major. To describe it better - need to read "between the lines" of misleading representations of properties.

Lots of property owners goes to great extends to make property look way better, bigger, nicer than it really is and to conceal obvious negative points that become apparent even before you are given the keys. Then the list goes on.

AirBnb expects and encourages misrepresentation of properties and misleading descriptions to stimulate cash flow. Try to get refund from AirBnb for misprepresentation or deliberate omissions of negative points.

Yes. I'm in charge of booking a ski trip for ~15 friends each year, and the amount of reading between the lines I have to do to make sure everyone has a comfortable place to sleep is crazy.

Tons of places count sofas/pullouts/day beds in the "Sleeps # of People", and they often count the temporary beds as space for 2. So you'll see places that say, Sleeps 16, but there are only 3 or 4 real beds.

Hotels have it right up front: 2 Queens. Period.

> Try to get refund from AirBnb for misprepresentation or deliberate omissions of negative points.

-I don’t know whether their policy differs from country to country, but after using AirBnb 30+ times traveling with wife and three kids in Northern/Central Europe, I’ve only had two issues - once the place we were to stay was double-booked (and we arrived last!); the other it turned out what was described as a ‘bedroom’ in the listing was a storage room with no windows, hot water tank, a few shelves packed with all sorts of junk and barely room for a dirty mattress on the floor.

In both cases AirBnb promptly decided I was due a refund, my only minor gripe being it took a couple of weeks before the money was actually refunded.

How is this different from a hotel? From rentals in general?

I guess you know what you're going to get if you're staying at a national chain that you've stayed at before, but there's not always one available or in your budget.

> Lots of property owners goes to great extends to make property look way better, bigger, nicer than it really is and to conceal obvious negative points that become apparent even before you are given the keys

Sadly that sounds like mort advertising of everything, so I can't say I'm surprised.

> Lots of property owners goes to great extends to make property look way better, bigger, nicer than it really is

As does every single hotel ever in existence.

> need to read "between the lines" of misleading representations of properties.

I've never had a problem with this, but I also don't bother staying anywhere that doesn't have a 4-star or better average. If you just set your filter at >= 4 stars, then these problems go away, and we also comb through the reviews of our top picks to make sure there's nothing unexpected. Consequently, we've had nothing but good experiences.

I've stayed at 22 airbnb's 11 were fine. 11 had issues most with false advertising in some form or another. One listed the wrong location and if they had listed the correct location I would not have rented even though the room's interior matched. A few claimed to include onsite parking but didn't which of course is very inconvenient. The last one that did that claimed "Easy Street Parking" as AirBnb's blatant lie. I usually had to park a mile way or pay for a $25 a night garage a few blocks away. One claimed wifi but was actually just stealing it from the neighbors and it only worked in a corner of the apartment if lucky. Another who I asked if their heaters worked, because a previous one was cold, said yes but when I got their the heater was as loud as a vacuum cleaner and their wifi had a notices "don't use much as it will run out". This for a place I expected to get work done. AirBnb in Japan is full of listing claiming 2 or 3 bedrooms but that actually only have 1 and this isn't a cultural issue. Look at any J-apartment rental site and there is zero ambiguity about what 1, 2, and 3 bedrooms are.

It bugs me that YC appears to have absolutely no policy of conduct for the companies they fund. It's totally within their power to say in so many words "be evil and we'll pull your funding and report you to the authorities". IMO AirBnB is complicit in these issues. There is no punishment for bad listings and often AirBnB doesn't even have the options in their system to list them correctly. They even removed my review that included pictures of proof.

Compare that to 100% of My priceline bids being accepted by hotels that were much better than expected and at rates about half what you'd book directly.

I'm so glad now after years of never booking an airbnb I can say that with pride. I never gave this scummy company a single dollar. I knew who they were from the first experience.

I have a similar rate with AirBnb -- 50% were great, the rest had "issues," which ranged from exaggerated claims ("minutes from downtown") to serious safety problems. Agree that Airbnb's policies (or lack of them) are contributing to the situation -- for instance, no serious punishment for false advertising.

But I have a hard time dumping bad policies on YC's plate, or demanding that YC "report you to the authorities" unless criminal activity/negligence is involved.

YC owns a tiny tiny piece of AirBnB. They definitely do not have any sort of power over the issues that you bring up.

> It bugs me that YC appears to have absolutely no policy of conduct for the companies they fund.

They do: https://www.ycombinator.com/ethics/

YC founders are told to review these guidelines before we accept the investment.

From the ethics page:

> To maintain our community, if a founder behaves unethically during or after YC, we will revoke their YC founder status.

I wonder what kind of class action or civil enforcement exposure Airbnb has. Certainly this has to be revealed honestly in their S-1 docs.

PG wrote an essay about how he and and Sam Altman prefer to invest in companies that run scams, as long as they aren't too evil.

Remember that AirBnB's first marketing campaign was hiring women (or men using female names online) to violate Craiglist ToS to spam people posting housing listings.

http://www.paulgraham.com/founders.html

I would second this experience. We travel with our five kids and its sometimes impossible to find a hotel that can accommodate us. That said, I did experience a switcheroo in Chicago similar to the article. However that’s where the similarities end. The place was in the same neighborhood, it was comparable to the listing but the only catch was we were told not say Airbnb to anyone in the building but to say guests of xyz. I felt like a criminal but otherwise the place was very nice and the host was super-responsive even though it was clear he was running multiple properties. Another time in Chicago, the bath tub hardware was broken off when we arrived. My side hustle is house flipping so I fixed it for the owner and they were thankful. I would say the part I find most disturbing about what I see on Airbnb is the rise of “420 friendly” and the presence of cameras in every room. One place we stayed at had obvious cameras on the outside but then just as I’m about to go to sleep I look up at the ceiling and there’s another one in the chandelier above the bed. That’s just beyond ok. As for 420, I just have an issue that if I’m going to take my kids someplace that I’d want reasonable assurances that it’s clean but with cities like LA where there’s a huge number of 420 listings, I’d rather just pay for adjoining rooms in a hotel than take the chance. As far as being an investor in Airbnb, I think a lot of ink has been dedicated to how Airbnb is going to upend the hospitality industry. It’s clear at the beginning the hotels had no response, but I do see hotels adjusting their brands and as someone who uses both hotels and Airbnb’s I’m increasingly more likely to just stay in a hotel. The exceptions are when we vacation in groups... we visited Toronto this summer with family and it was absolutely awesome to have a giant house on the beach for about half of what we would have spent on hotel rooms if there even had been a hotel in the beaches neighborhood. I see a place for both styles of accommodation but given that Airbnb is likely more of a class of property among many rather than an upending of the entire industry, I think valuation is going to be a real challenge.

I'm surprised you still seem to recommend AirBnb despite these experiences. As a family of 5 (3 kids) I know it can be frustrating and expensive to find hotel accommodations that work. But the strange (switcheroo, don't mention AirBnb to anyone!) to downright disturbing (cameras above the bed?!) experiences would never have me using AirBnb again. Maybe I just have issues trusting people... I'm sure there are great hosts but I don't like to gamble.

Curious were the cameras in the bedroom pointing at the bed and attempting to be concealed? Huge fear of mine having some psychopath watching videos of my wife and I getting (un)dressed or intimate.

I've definitely had that "If anybody asks you are guests of Tiffany" from the bearded guy doing the checkin. Apparently the building management was hostile to AirBNB, but the funny thing is that we saw the occupants of two other apartments on the same floor that were clearly people on vacation just like us. I had a strong suspicion that most of the building was bought up by foreign investors and turned into AirBNB rentals.

But the location was in walking distance of the major attractions in downtown and cost a half of what the local hotels were charging for "three" bedrooms (really two bedrooms and a closet with a bed crammed into it) vs. a single room with a pair of doubles at a hotel. It even had free parking, unlike the hotels that were charging $40-$50 per spot per day.

I mean yeah, it feels sketchy as hell, but the place is nicer and literally hundreds of dollars cheaper than a hotel.

I would say the part I find most disturbing about what I see on Airbnb is ... the presence of cameras in every room. One place we stayed at had obvious cameras on the outside but then just as I’m about to go to sleep I look up at the ceiling and there’s another one in the chandelier above the bed.

Yeah, it's policy that you have to disclose any cameras inside the room in the listing. It's not clear what happens when you do find one though. You spend all day traveling and are in a strange city. On the one hand, you're entitled to get out of there with no penalty, but on the other, it might be hard to find alternate accommodations.

I haven't stayed at Airbnbs in the US but it has been a common experience in Europe to be instructed to say we're guests of the owner if asked. I assume this is about either HOA rules on subletting, or tax/insurance/regulatory issues.

If I had to fix a bathroom fixture on my own on a vacation, it would definitely piss me off enough to never use the service again. I'm surprised that you're so nonchalant about it

Sounds like they did the switch to avoid getting caught running an illegal or otherwise somehow contract-breaching Airbnb. If they used their correct address, their building would figure it out and shut them down.

Because I have kids (they're smaller, under 7) I can't really risk getting shafted at an AirBnB. Our experiences were so up and down that I rarely look to the site anymore for options. Suite hotels are prevalent, and work great for families, and you can be relatively certain it'll be a fine place to hang your hat for the night.

For longer-term rentals, I find it's best to work through local property managers or maybe VRBO, where you're dealing with the person more directly. That said, the destination probably makes a HUGE difference in terms of how you are treated.

The fact that AirBnB's rating system is so gamed that you can't trust any reviews, and the fact that their policies for refunds skew towards the property owners and not guests means that my trust in the site is low. I'd probably only risk it again if there are hotels around as backups. That said, I'm also typically looking for cheaper places, so the scam-level density is probably higher.

I also have had great experiences on Airbnb, with only a few less than desirable ones, but the fact that Airbnb isn't refunding these people, and not paying the extra cost for the last-minute accommodations they had to take in is extremely disturbing and makes me completely lose faith in the platform.

If Airbnb would take fraud seriously and refund people who have been defrauded on their platform, it would be fine. The fact that they push the risks of fraud to the customer and refuse to pay for reparations is not acceptable.

Funny, having young kids is what has sent me back to hotels (at least for the time being), simply because they are mostly designed with accessibility and some level of child-proofing. Also, the long corridors, lobbies and elevators in hotels are great outlets for toddlers to burn energy and curiosity. Cooping the kids up in a grown-up oriented space with fragile table decorations they can't touch can be exhausting.

> Also, the long corridors, lobbies and elevators in hotels are great outlets for toddlers to burn energy and curiosity.

Please, PLEASE don't do this. You don't know what time people are trying to get some sleep in their rooms. Not everyone keeps your schedule.

Depends on how many kids, and their ages. Between the ages of ~2-8, they're going to bed much earlier than you, and they won't fall asleep if you're still in the room. Add multiple kids—especially different ages with different bedtime routines—and a single room (or even a suite) can be challenging.

We have a favorite AirBnB listing in one town we visit frequently (to see family that doesn't have space to host us) that has some fragile decorations. When we arrive, we do a quick sweep and put them all up high. We're also up-front with the host that we have small children, so they're free to reject our stay if they'd prefer. So far, it's never been an issue.

> Also, the long corridors, lobbies and elevators in hotels are great outlets for toddlers to burn energy and curiosity.

Letting toddlers run up and down the hallways is a good way to make you the most hated guest in the hotel.

> The main downside for me concerning AirBnb is it takes a long time to analyze the listings to find quality accommodations.

How do you corroborate the information on those properties? The clean, affordable, well-placed hotels I've stayed in had reams of reviews and news articles from various sources to confirm they were indeed clean, affordable, and well-placed. The cost of faking all those sources must be orders of magnitude greater than faking property images/reviews on AirBnB.

I only stay at Airbnb's that have at least some reviews. It doesn't take too long to determine if reviews are sock-puppet-generated or genuine. You have to actually stay at the property to write a review, which means paying for the stay since Airbnb process the payment. Obviously you can create wash transactions but the transaction fees would still be significant.

Another approach is to sent a question to the property manager. Invent some pretext to ask a question. I find that people trying to scam customers on the product also have poor customer service skills. So if I don't get a prompt, cogent and polite response, I move on..

You roll the dice and hope for the best. There's only so much you can do. Pick 2, cost, comfort, reliability

> How do you corroborate the information on those properties? There is no way to corroborate. For most listings, Airbnb is the only source. However, I've never found this to be an issue. I don't believe I've ever been "scammed" by an Airbnb host in 40+ bookings.

You use common sense - I have been a host of properties and I would say Airbnb does not go to any lengths to encourage you to misrepresent. In fact they do the opposite - with your listing you are building a contract so they encourage you to be as specific as possible and accurately describe the guest experience and your expectations as much as possible. They also strictly govern guest interactions so you can’t provide a phone number or email address during negotiations to side step the system. Overall I think the people who are saying it’s a scam are amplifying a bad experience to suggest that it represents the whole system. It clearly doesn’t and I say that as having seen how it works both as a host and a user.

I use a Chrome extension to show the true cost per night on Airbnb. I find the fees variable enough that I want to see the real price as part of my analysis of listings.

https://chrome.google.com/webstore/detail/airbnb-price-per-n...

There might be others, but this one has worked well for me. No affiliation, just a happy user.

You have to hack them to get the real price? That seems profoundly wrong to me.

This used to be an issue with Airbnb, but I believe they fixed/changed that a year or two ago. The one line item they leave out of the total price on the search results is "Occupancy taxes and fees", which I can understand.

If you haven't tried recently, a lot of traditional booking sites (like Booking.com) now have a pretty extensive apartment rental catalogue. When I'm going somewhere for more than a couple of days, I'd much rather have an entire apartment. I used to use AirBNB to book a full-fledged apartment. But now I just use Booking.com for everything.

It also used to be the case that AirBNB had some really nice places for pretty cheap. I think now that the business is more mature, it's not as easy to find really great discounts. Any more, it seems like the better value is on Booking.com, too!

I also have repeatedly used AirBnB in the past to try to make life easier with children. After getting burned repeatedly, I gave up. You can book a place like Embassy Suites for a similar amount of money and have a bit more space than a standard hotel room. It just isn't worth the hassle of researching AirBnB listings and dealing with the fallout from the bad ones to me anymore.

Speaking of "long analyze" have a look at my script - https://news.ycombinator.com/item?id=21420140

Yeah I've stayed at lot of airbnbs (20-30 a year) and only had good to great experiences. I've met a lot of hosts that I specifically look up when I visit their city again. I've had plenty where they weren't exactly what I expected, like thinking a cabin I was renting was in the woods from the pictures but it was on a gravel driveway with trees in the background, but my trip wasn't ruined or anything. I've unfortunately had reservations cancelled in the 24hr window and had to rush to find something else, or accepted an insta-reservation but never heard back from the host. I've not looked over the fine print, seen airbnbs with pictures of ovens and shown up to microwaves (this is my fault but the pictures don't help). Those are my biggest host issues.

I will say though that I dread what you said - analyzing listings. The airbnb.com UX is atrocious. I thought it was pretty sub-par when I'd look at listings just planning trips for myself. But now I try to plan trips with my partner through it and she has her own account, so I share lists and listings within lists. It's awful. I recently went on a 2 week road trip and stayed at different places every day. I'd have to have google maps open to plot distance between airbnbs and parks, I couldn't go back into a listings actual ad to see its details once I confirmed a reservation (I had to search for the listing again and go to it, the reservation details don't show the actual posting), I'd have to keep a separate app open just to keep notes of each listing, I use my todo list, which I then also had to share with my partner separately because there's not really a way to thumbs up/down/leave comments on listings. I'd send her listings and she'd get errors or they'd just never end up on her account. If I add her to a listing I don't think it shows up in her reservations so I still had to send all the info to her, she'd just get an email about it.

Does anyone do this sort of stuff on any of the other sites? Vrbo, etc? Is there a really good roadtrip planning app? Are they easier to use in these situations? I honestly don't want to deal with it again it was that frustrating.

Also, while I'm here ranting, and as an ex-airbnb host and very avid airbnb user. Please, chill out on your cleaning fees. I cannot believe some of the cleaning fees I find. Quit using it as a way to lower the daily cost so that you show up on more searches. Nothing turns me off from a place more than putting a reservation together and noticing that my 2-3 day stay will incur $150+ in cleaning fees. I would rather pay a slightly higher daily fee than $45-80/day in "cleaning" when I'm a single person renting your studio just so I can spend 80% of my day hiking outside of your place. I can't remember if I could control this based on the number of guests staying but if you can, please do it.

Nothing about what you describe sounds like it falls into the "good to great experience" category to me.

I used to be an active Airbnb host for a vacation house I own. For reference it was a 4 bedroom Victorian.

I had to pay $150 to clean the house each time I had a booking, that's what it cost me. I passed it along to guests at exactly that cost.

Not sure if it was "worth it" for some guests, or people staying only one night. But that's what I had to pay, it wasn't part of any nefarious strategy. In developed countries it's going to cost to clean that place, that's just the way it is. You don't have the economies of scale that a hotel has with a team of maids.

Having a fixed cleaning fee and a per-night charge actually reflects the property owner's costs. They have to pay someone to clean, do laundry, re-stock the crackers and cheap wine. Of course this can be taken too far, but I actually prefer this cost structure because I get a price break if I have a long stay vs an average flat fee per night.

Source: I know several Airbnb owners, and the people who clean their properties.

> Quit using it as a way to lower the daily cost so that you show up on more searches. When looking through search results, my eyes always go straight to the total cost, which factors in the cleaning and service fees (but not the occupancy taxes and fees).

> The main downside for me concerning AirBnb is it takes a long time to analyze the listings to find quality accommodations.

Completely agree. If you don't want to put in the time or effort required to analyze for “assumed”, “missing” , and “bonus” amenities, scrutinize each listing’s description, photos, and guest reviews, and sniff out the nature of each Airbnb and the host’s motivations, I say stay away from Airbnb. More thoughts here - https://blog.michaelscepaniak.com/how-to-find-choose-and-boo...

The more negative comments I read here, the more I think that most people shouldn't use Airbnb. With that being said, I've been happy with Airbnb, warts and all.

If hotels had two bathrooms we’d probably go back to hotels. But instead they have single low-privacy bathrooms.

Book adjoining rooms?

As a family we do the same, but never in the US, we've been caught in a couple of scams the same as this article, fortunately when we were traveling for business not as a family, but still.

AirBnB in Australia, Japan & the UK has never been a problem for me. The USA has a 50% scam rate so far.

Exactly this. For one or two people, Airbnb isn't lot cheaper than hotels. The big win is when the traveling group is more than two people. That gets very expensive at hotels because you usually have to book more than one room.

I really used to like Airbnb, but for the same usage - family vacations. But after couple of bad experiences, where host canceled while we were on the way, I prefer holiday homes which are professionally managed and have better contracts.

With the amount of research you may be nearly just as well off searching craigslist. I'm bitter about my experiences and won't subject myself to abnb any further.

There are hotels with laundry rooms; and many chains have suites that give you an extra room, including doors, or connecting rooms. Very often the price difference isn't that significant. (Given how expensive some Airbnb's are, booking with points or through various deal sites is often much cheaper for a proper hotel rooms, too.)

The only bad experience I had was a decent looking apartment type room in a house (from the pictures), but it ended up being the moldy basement of the house, and the bedroom didn't have an egress window. It wasn't unbearable, but it wasn't good either.

However, you can't go wrong with superhosts. I've never had a bad experience with them.

>The main downside for me concerning AirBnb is it takes a long time to analyze the listings to find quality accommodations.

I just spent 7 days (20h total) trying to make one booking. Tons of reading between the lines and analyzing involved, as well as bad or non-responsive potential hosts. To top it off, AirBnb Support the whole time was very poor.

I'm sure most people have fine experiences, but this is more than just "reporting negative experiences". This is a probably super profitable scam, and I'm sure it's not the only one, since there really aren't performing any sort of checks on hosts or properties.

Yeah, if it is me and my wife we go hotel 90% of the time at least now. If it is more family members coming, like my parents or her parents, we will book an airbnb so everyone can get their own room and we can eat together etc.

What does this have to do with the artice? You've had luck with Airbnb. You're just saying oh it's a company fraught with fraud and deception since its inception, but that's fine. My kids get their own room.

This company has no moral compass. Why are you advertising for it? Distracting from the reality of the company described in the article?

You know it has illegally ruined communities in the name of profit, right?

The late cancellation by host without no specific penalties seems to be one of the most prevalent yet disturbing elements in this.

The one who's travelling has the weakest odds of all. The traveler will be in a foreign place with no place to stay. In contrast, the host has no losing cards except some income. The rules should, thus, have been written to protect the traveler at the expense of the host because the host can take more hits from bad luck than the traveler.

If the host really needs to cancel they should have to put the traveler in a real hotel as an upgrade to remove all doubt of the traveler getting into a place that could be worse. They have already received the money from the traveler so they only need to pay for the difference. Just cancelling late without any particular reason could be done but at a very high cost. And if the host's place did burn down for real then a few hundred extra to pay for the guest's hotel for a few nights will surely be a negligent cost.

I wouldn’t want anyone picking a hotel for me. I might appreciate if the host calls a few hotels to see which ones have space but I want the final say. My perspective has been that “when I use Airbnb I always have a plan b”. I do. I don’t negotiate, if the listing has issues or was miss-sold I walk out and activate my plan b. Airbnb will always refund if you do it like that.

Seems like there might be ways to combat this with proper incentives though.

Say: refund + 50%, or a hotel you both agree on at cost + 25%. It's in the host's best interest to find a replacement, and they're locals so they're likely to be more capable than the visitor. Either way the host is penalized for late changes, and the visitor gets to choose which deal they think is better.

I got burned on miss-sold/labeled AirBnBs a few years ago and they did nothing to make it up to me so I RARELY book with them anymore. Honestly with rewards points and such with hotel booking sites, and airbnb prices not being that much cheaper than a hotel, it often is just less hassle to go traditional hotel.

This is good advice. Once you stay in the host's place (anywhere) you're probably not getting all of your money back. I'm a bit sympathetic to this. Scams go both ways. If you walk away at trouble, you will usually get your money back.

So what kind of plan B are you talking about?

Still better than Uber where if the driver cancels more than 5 minutes after accepting the ride, the rider gets charged (as if the rider had cancelled).

They're very fast to issue refunds, but only if requested... I wonder how many people just never notice the fraudulent charge! One reason I minimally trust Uber and keep checking all their charges...

A person close to me had a driver fail to end the ride, and drove around several miles racking up charges. When she noticed this and complained to Uber, they rejected her claim. When she disputed Uber's fraudulent charge on her credit card, they blacklisted her account.

That only happens if the driver arrives at your location and waits. You can't just expect to call an Uber and have them wait forever. Regardless of what you think of uber, it's just common courtesy to be ready when it arrives.

The one who's travelling has the weakest odds of all. The traveler will be in a foreign place with no place to stay. In contrast, the host has no losing cards except some income.

No, the one being scammed has the weakest odds. The "traveler" could in fact be a local scammer who sabotages a property and then has various ways (which I won't detail) for turning a profit on it if the rules favor the "poor traveler".

I'm not saying the rules shouldn't favor the traveler, I'm cautioning against assuming that the traveler would always be the victim in case of a scam. This assumption is often the result of projection by an honest observer who can easily picture himself as the traveler but not as the property owner.

Better than biasing the outcome, in my opinion, would be for AirBnB to require all communication about "changes" to go through the corporate system. If both parties agree "it's fine", the event is noted but not investigated until it happens repeatedly. Top N% of repeats plus others at random get investigated. But if either party says it's "not fine", there will be no reviews allowed (so no threat of bad review), and AirBnB will investigate and do the "reviewing" themselves, with the investigation escalating in vigor with repeats. They will also make it clear that any evidence of intentional fraud they uncover will be promptly taken to law enforcement.

Of course this would raise costs for AirBnB, which would be passed on as fees, reducing the cost advantage of AirBnB vs traditional hotels. But if raising the trust level to hotel level eliminated the cost advantage over hotels, the cost advantage would be an illusion.

Do changes to reservations not have to go through AirBnB already? I feel like they should already be able to audit accounts that change reservation details often.

Disclaimer: I have never used AirBnb so I have no clue how it all works.

>No, the one being scammed has the weakest odds. The "traveler" could in fact be a local scammer who sabotages a property and then has various ways (which I won't detail) for turning a profit

Respectfully, I don't see these ways. Could you please at least a bit elaborate? Changes request always go through the host approval process. Are you talking about intentionally damaging the property?

Airbnb already asks you to keep the conversation inside its own messaging system. A phone call is a smart way for the scammer to make the victim provide instant confirmation and not have the communication recorded at Airbnb.

The traveller is penalised the full price of the stay if they cancel late. Why is the host not penalised the same amount (which would then be credited to the traveller as compensation)?

Because they're playing the bagman for AirBnB.

Hosts are punished. I have had it happen to me when I had an unintentional overbooking on a property I owned.

I agree with a lot of what you say, but

> And if the host's place did burn down for real then a few hundred extra to pay for the guest's hotel for a few nights will surely be a negligent cost.

is a very narrow view of someone who just lost their house to a fire. Even assuming nothing irreplaceable was lost, I feel my upcoming AirBnB guest might not be my top priority.

Any idea what hotels typically do in this situation? It's not exactly apples to apples but if you're going to make money by the same methods it seems within reason to play by similar rules.

> If the host really needs to cancel they should have to put the traveler in a real hotel as an upgrade to remove all doubt of the traveler getting into a place that could be worse. They have already received the money from the traveler so they only need to pay for the difference.

New scam: post a listing for a very high-end place you don't own, cancel the booking once you've been paid and book the client a cheap hotel, and pocket the difference

Doesn't sound like an "upgrade" to me, and indeed I wasn't thinking of a downgrade to a cheap motel. There are obviously several schemes/incentives that can be set up to make sure the traveler will get "similar or better". For example, if the traveler doesn't agree with the suggested alternative accommodation the host will pay back the original sum + X which will amount to a stay in a decent business-grade hotel in the area, or something similar. Some schemes will probably leak one way or another but they should all favour the traveler and make the host responsible since the cancellation did originate at host end after all.

Oh, and receive kickbacks from the hotel. Don't forget that part.

Obviously you'd have to issue a full refund, which solves the loophole.

There is a larger problem here: there seems to be no way to hold these big internet companies to account for misrepresenting their product offerings. For example, some time ago, someone on HN reported on a plagiarized Python book for sale on Amazon. (https://www.amazon.com/Python-Programming-Beginner-Intermedi...). I emailed the author of the original book,(October 4) because Amazon have a form that allows authors to report plagiarism. This is what he replied to me:

"Thank you for your note. Someone else discovered this and notified me three weeks ago. I went to the Amazon copyright infringement webpage and filled out the form. The automated email told me to expect a formal response in 1-2 business days. That was three weeks ago, and I’m still waiting."

So Amazon have, for more than a month, been told that they are selling a stolen book. And yet the listing is still there.

Now if I reported that my local bricks-and-mortar second-hand store was selling my stolen TV set, I'll bet that the police would be there pretty quickly. But Amazon and BnB can sell stolen goods or misrepresent offerings with impunity. This is not right.

At this point, ordering certain products from Amazon is basically playing Counterfeit Roulette. You never know if that bag is a real Michael Kors or a Chinese knock off

"Now if I reported that my local bricks-and-mortar second-hand store was selling my stolen TV set"

Yes, but an analogous situation here would be if your local bricks-and-mortar store were selling a TV that looked and worked just like yours, but was made by a different company.

What (if anything) do you expect your local police would do if you reported that?

> So Amazon have, for more than a month, been told that they are selling a stolen book. And yet the listing is still there.

If Amazon acted quickly, you could easily take down the listings of your competitors simply by making false claims—which has happened in the past.

Amazon is one of the worst offenders for facilitating scams and doing nothing about it.

I wonder what the response times across, say, US cities, looks like for police response to a stolen TV set. Copyright infringement is different than physical theft, so I would expect a much faster response to the latter. A better comparison would be if you reported a shop was selling pirated DVDs. That would compare Amazon's response time to that of the police, instead of comparing across different kinds of crimes.

"Stolen TV set at brick-and-mortar" isn't the right analogy. "Plagiarized book at brick-and mortar" is.

And the fact is that copyrights/patents/trademarks are handled differently than theft.

There are also some smaller-time scams hosts run. I was forced to pay a three-figure cleaning fee by an AirBnB in DC earlier this year because they claimed I left a stain on their couch -- which I never even sat on (also, I was by myself, so it's not as though another one of my guests did something to it). I appealed and asked for photos of the supposed stain, but they ghosted me and in the end AirBnB ruled in their favor and automatically charged my credit card for the amount.

Try calling your Credit Card company and flag it as fraud. That's what I would do. That failing I'd submit a police report.

That's essentially what I was thinking even when reading the article. Get a good credit card company that's on your side (Amex has been best for me, Discover too), and let them deal with it. They absolutely will not screw around with stuff like this.

This can work, but beware that the company may send the charge to collections. It's a slimy thing to do, but we are talking about a company that's built its success on evading all manner of legal responsibility. (And outright law-breaking by many of its hosts.)

My kid had exactly the same thing happen. The host was local and attentive, but after the visit, they attempted to stick the guests for huge bill for a water ring in the finish on a wooden kitchen table that was already there when they checked in. This was not fine furniture, just generic 90's poly'd oak or veneer. The host was claiming the table needed to be replaced so the charge was high three figures. I'm not sure what the resolution was but the guests fought it.

I try not to be too paranoid a person, but whenever I get into and leave an AirBnB (or rental car for that matter) I walk through and take a video of everything using my phone. Takes a minute, I've never needed it, but it may save my ass some day.

Had the same happen to us, host inventing damage and trying to force a fee through AirBnB. However we disagreed with the fee and AirBnB never charged it.

This makes me feel so much better about just paying to make it go away (I was charged for "17 carpet spots"), thinking it wasn't worth the time or aggravation.

These places (airbnb, vrbo, its all the same stupid schtick) are emphasizing the rights of idiots to rent over the rights of renters to have a safe, enjoyable time while paying lots of money. They got the product they built.

That's really unfair, and I definitely think you should've got your money back. However, looking at it from a business standpoint, it's more expensive for them to lose a host than to lose a customer. So that's why I'm guessing you got the short end of the stick.

I stopped using AirBnb. Their customer service on a number of occasions made it apparent they are not going to deal with hosts who have fake and outdated pictures and ruin other guest's stays. It seems hosts are the only side of the equation AirBnb folks care about.

Airbnb let the host write a review on us for the stay which we didn't even take, as when we arrived in the apartment it was in a such appalling state, dirty, broken - we had to spend 4 hours inside while looking for the replacement and trying to convince Airbnb this apartment is inhabitable based on their T&Cs. Yes, we managed that but couldn't find an adequate replacement for the same money and had to move into the hotel. At the same time, Airbnb let the host write a super-negative review about us for not taking this apartment and never sent an invitation to myself to write my own review. I could not even image it is possible to write reviews for cancelled stays! I was left with negative review and ruined stay just because the host could care less and because Airbnb protects hosts first and foremost.

Guess what? Most of non-scam non-inhabitable properties listed on Airbnb are almost always available on other sites, including a well-known booking site. Where you pay and receive service and have means to complain or at least write a review without the fear of being reviewed back for something you are not even at fault.

I had 23 positive reviews and that one last negative. When I later tried to book an apartment and started asking a few questions to host (have to be fastidious with the choice as I often stay for 2-3 weeks, so need to ensure there is no construction works around..etc) - the host has referred to my last negative review and told me I won't be welcome. And that was that proverbial straw.

I still browse AirBnb's listings on occasion, but the last few trips have ended up booking directly with hotels, Lodges/Inns/BnBs, or vacation rental companies. When taking a look at the true prices, inclusive of fees, and what level of property I get for them today, Airbnb often comes out much more expensive for comparative properties. I might still have better experiences in less touristy locations than the ones I travel to. Not to mention the ridiculously strict long-term cancellation policies Airbnb allows hosts to apply that wouldn't fly in any other style of vacation housing.

I loved the service back in the early twenty-teens, but I had a strikingly bad experience with a home I tried to book in Boston.

The owner found out her home listing had rats a few days prior to check-in, and admitted to not being able to get rid of them fully before the date, leaving the possibility of rats getting poisoned/killed by the traps she set up. All of the communication was via @airbnb.com emails I had responded to, but Airbnb's support couldn't find any records of these messages. It took multiple calls and entirely too much effort to get an eventual refund plus a tiny credit on their site -- not nearly enough to book a replacement property that close to the date anywhere within city limits.

Meanwhile, like I mentioned, the prices of properly licensed and managed vacation options have become competitive with Airbnb while offering more reliable and flexible wrt date changes and cancellations.

I've run into a scam recently on AirBNB and several situations that ended up screwing me over. The scam was after booking a nice place in Orlando, Florida for a week through my wife's AirBNB account. The day after booking, the "owner" sent an email saying that they required a photograph of the front and back of her credit card, drivers license picture and full name. Not even a subtle scam, but that would probably fool most people. After contacting AirBNB support(which is a difficult task itself, good luck finding a form), they took 3 days to respond and responded with a "yeah, don't send them that. Sorry". Of course, the listing is still there now when I look.

I've also booked trips to Tokyo and LA recently, and in each place the reservation was accepted, payment was made, and 2 weeks before I was set to stay there, the owner canceled the stay. Why? Doesn't matter, the owner can cancel without penalty for "unforeseen circumstances". Of course the renter gets charged a massive fee for canceling including, naturally, AirBNB's fees.

My fraud alert is always on high now when using AirBNB and I think no one should put all their vacation eggs in the 1 basket with them. Too unreliable, too flaky on reservations, and too we-don't-care-about-you attitude towards the renters.

The asymmetry of the platform is really my biggest gripe. Hosts & AirBnB themselves have basically no way to lose money on the platform and are laughing all the way to the bank, while users can be left with nowhere to stay 5 minutes before check in, and be forced to pay 2-20x what they paid for the AirBnB to get a comparable place last minute. It's absolutely fucked, and it's the same deal for most major corporations.

What bugs me in this thread is that the whole idea of airbnb is cheaply stay in someone's property with "air bed and breakfast" (of course some properties are pricey but in genereal it just another category of bookings than general airbnb hosts).

Air bad and breakfast type of hosts could not be reliable by definition. If you want a predictable experience you will get a better luck working with professionals (either hotel chains or high end local hotels). It is a solved problem.

Hi! Could you send over that listing? We believe it's connected to the scam mentioned in the article. I would appreciate any information you have on hand.

The renter gets charged when the host cancels the reservation?

I hit a variation of this scam. I wasn't baited on a different space, but the listing was heavily misleading. I even had roommates even though the listing didn't state it!

The listing had 5 stars because of a network of shill accounts leaving fake reviews. Additionally, there is no penalty for deleting a listing and recreating it when the fake 5-star status runs out.

I contacted Airbnb about the shill account network, and the scam, and they didn't do anything about it. Although I got a refund, I wasted 3 hours of my life trying to get into a locked apartment that had my things in it before a plane took off. The shill accounts still exist.

Haven't used Airbnb since. I might gamble for a chic destination listing for fun, but never again for casual/business use.

I got surprise roommates once too. An entire family living in one of the bedrooms in what I booked as a 2 bedroom unit. Turned out the place had 3 total bedrooms, and while I would have understood if the host lived in the third, this was a totally unrelated tenant with multiple children. I contacted Airbnb and they said sure I can cancel, I just need to get the host to agree. Which he obviously did not want to do. This took hours to resolve.

This scam is common in Europe as well. Something very similar happened to me in London where I was seemingly renting from a nice regular person who had a single well reviewed listing. Once I arrived I was met by some guy from a property company who said he "worked with" the lister and he was going to move us to some place better. He showed us a total dump with dilapidated Ikea junk. He basically threatened us with poor reviews/no refund when we didn't take it. Airbnb did literally nothing. I had to reach out to friend that works there to get traction.

Same thing happened in Florence to friends the following year. Luckily that time I had already bailed on Airbnb and got a hotel. But after I helped them look into it I found several instances of the photos/description from their well reviewed host used on other accounts.

London specifically is known for this BS even before AirBnb.

Did you try to do a credit card charge back?

Just talked to someone at Airbnb. Two takeaways:

1. If the property does not match the description, take pictures (they won't just take your word for it).

2. If you are told that the original property is not available, contact Airbnb right away, and they will give you a full refund and help you find a place to stay (Airbnb or otherwise).

Fortunately, I've never had to put any of this to the test...

> 2. If you are told that the original property is not available, contact Airbnb right away...

Can you ask your friend how to contact Airbnb such that you get a reasonable fast response, say within 1h?

https://www.linkedin.com/company/abbot-pacific/people/

I've used Airbnb exactly once, probably 8 years ago once. Me, wife, her parents and my parents all met up in Paris. I rented a 'luxury' apartment that was enough to sleep 8 people and looked great in pictures.

When we got there half the furniture was gone because the guy apparently got divorced between when the pictures got taken and his life "now", half the beds were kid's mattresses on pull out beds, there was no longer a shower but literally a full fledged hot-tub that had a flex shower over it.

the coffee machine and half the utensils in the kitchen had mold on it. we never got enough towels for all the people.

we stayed there for one day and couldn't do it anymore, i sent an email to Airbnb and the owner asking that we part ways amicably and they let us out of the contract, both replied that it was past 12 hours that we stayed there and i was liable for full cost.

i went outside to a payphone, called collect to a number listed on my platinum amex and explained the situation, the first thing the amex rep said: "i'm sorry to hear about your situation, we're immediately refunding you the full amount, go find a hotel room, enjoy the rest of your vacation and we'll call you when you get back to the states".

when i got to the states i had my money back from amex and Airbnb for weeks would write to me that "they're investigating my situation", at which point i didn't even bother reading their emails anymore. it was a crap company then and it seems like it's a crap company now. there really isn't any reason to do business with companies that don't value the customer, no matter how appealing the "price" may be.

I'm going on a 10-day vacation overseas at the end of this month. Given how infrequently I do big vacations (a personal issue I'm working to overcome), I have zero tolerance for surprises when it comes to my accommodations. I simply look for large and established four- or five-star hotels that have been around for a while and have numerous positive reviews across several web sites. Another hack I do is to use the "!mill" directive in DDG to filter out corpspeak and SEO-type stuff. I try to book directly with the hotels whenever possible -- although sometimes language and cultural barriers make that prohibitively tricky. I once spent half an hour trying to book something on a Japanese-language hotel web site (making generous use of page source and Google translate) before giving up and going through Booking.com, since there are apparently things about Japanese hospitality culture that I'm not clued in to.

In the end, I probably pay something like 50% more for my accommodations than I could if I were to take chances with AirBNB. But for me, the insecurity and potential for high-stress situations once I arrive in a foreign country just aren't worth it.

Can you explain the "!mill" directive?

See, what you're experiencing is the transition to what we call traditionally, middle-age, I'm certain. And this isn't necessarily based on age, as much as mindset.

There was a time, in my 20's, that I would drive out somewhere and 'just figure it out' once I got there. Even for work functions or conferences.

Then AirBnB became a thing, and I was even more caution to the wind, because I can book ahead of time, but it's still a surprise, sort of! Best of both worlds!

Now, though, not that far out of my 20's, I'm with you. I'll pay a premium to know that I'm getting something that is agreed to by both parties, with no surprises.

One thing with Japanese hotels is they have a thing about the ratio of people:beds. We traveled to Tokyo a few years ago with our two pre-teen sons and it was very difficult to find a hotel that would fit us into one room.

Why don't companies like AirBNB who have a lot to lose (reputation wise) from a (small?) number of scammers sue those scammers into oblivion? Not only are they violating the TOS but they are committing fraud, and likely breaking a few other laws.

AirBNB must know who they are as those scammers are getting paid, right? It would be expensive for AirBNB (they would certainly lose money) but it can't cost more than the revenue they lose when people read articles like this?

The vast majority of Airbnbs I’ve stayed in were illegal hotels/rentals... only a handful were legit renting out a spare room / couch surfing type deals and the first time I did that I had to pretend I was the host’s college friend.

Airbnb is basically built on shifting liability to shifty people running hotels out of rentals.

Also, pro tip, I’d guess at least 50% of the airbnbs I’ve stayed in do not wash the sheets in a washer (I’ve literally physically observed at least one host lint-roll follow by a spray of fabric freshener).

That being said I still use them to lower my own standards and prices below hotels, but I know what I’m getting into at least.

Why would they care? They're applying the Fight Club formula.

Take the number of listings, A, multiply by the small proportion of scam listings, B, multiply by the average refund we post, C. A times B times C equals X. If X ... well, who cares about X, it doesn't matter - people will still book with us anyway.

AirBNB was built on spamming Craigslist and willful ignorance of local zoning and tenant laws. It is in their DNA to allow operations like this...like WeWork, just trying to make it to the IPO cash-out.

Most people will never read this sort of article. And frankly it seems like Airbnb is perfectly happy to not rock the boat and continue to slurp up their fat percentage share of the fraud that they abet...

They get a cut of whatever the scammers get away with.

> Airbnb advises the guest to request a cancellation if they’re “not okay with the switch.”

This is beyond vile. The booking had already been cancelled by definition by the host, the refund should be automatic. They act like it's Hotel where you haven't booked a specific room. I'll never touch this POS company.

Yeah when i'm travelling the last thing I want is surprises with the place i'm staying, but people are so price sensitive they will put up with a lot.

One common thing I see in this thread is people act like theres only two choices: Hotels or Airbnb. I've never had a booking on HomeAway that wasn't on par or exceeding expectations.

Well, this certainly makes me want to never book an AirBnB again. You'd think AirBnB would be more alarmed about the reputational and consequent business hit of this sort of thing. Maybe they will be after this article?

> You'd think AirBnB would be more alarmed about the reputational and consequent business hit of this sort of thing. Maybe they will be after this article?

AirBnB is/used to be cheap. People want cheap. They don't want to pay $200 a night for a hotel room when they travel to Paris, AirBnB knows that so I think they are much more concerned about the size of their inventory than the satisfaction of the guest or their reputation.

What fascinates me is the ability of most of theses "start-up" to successfully straight out ignore local laws, with very little consequences, and manage to put all the burden of legality onto their users.

They must have very good legal teams that exploit the flaws of legal systems. Talking about Paris, the great majority of listing are outright illegal, or at least used to be. If I were to set up a similar operation on my own, in France, I'd be shut down in a heart beat for providing illegal hotels and rentals and go straight to prison.

These people seem truly untouchable.

That's the strength of these services.

> If a guest stays even one night in a rental, for example, it is difficult to obtain a full refund, according to Airbnb’s rules.

You don't even have to stay one night... I ran into this exact scenario where upon arrival, the place had no electricity, wifi, and construction for a few blocks outside. I was unable to contact them until the next day since my first instinct was to look for another place ASAP and rest from the long flight. Sure enough, they threw their ToS at me and stated that I wasn't eligible for a refund. I contacted AMEX, but they partner with AirBnB so I was denied a credit there as well. I ended up paying an entire week for a place I didn't stay at.

AIRBNB doesn't care a bit, since there are many more people out there who don't hear anything negative. I prefer to stay at real BnBs or hotels less likely to be scams. I moved into an apartment complex a few years ago and wondered why the apartment down the hall had cleaners almost every day. It was an illegal rental. In fact I found a couple more on the AIRBNB site with my identical kitchen countertops. The apartment complex shut them all down. One had reservations for 3 years already.

No, because fixing these scams would increase their expenses and/or decrease income, which would lead to the company being valued lower at their IPO.

The purpose of AirBNB right now is to give the current owners a nice exit. After that occurs, then they can worry about customer service and the related expenses.

Wow, I think I got hit by this same scam in Auckland, NZ. Saw pictures of a perfectly fine little apartment. Showed up and it was actually a furniture storage unit- the living room had two couches, three desks, and two commercial scanner/copiers.

The bed had 12 full-sized pillows and one sheet, and the sheet was so starched that I pinched the middle and lifted it to head height, and it just stayed there. You could sculpt it.

The silverware drawer had 5 knives and one chopstick. The kitchen trash was full. The shower had a drain full of hair. I had to go buy soap and paper towels at a convenience store.

I called the host (a "retired local woman") and got a man with an indian accent who offered me a "much larger and nicer property a few kilometers away", which I couldn't take because I was traveling with my family and we were just exhausted.

I wonder what would happen if you trashed the place? What would the host do? Send photos of the trashed place that looks nothing like the listing?

Mentioned this in another comment, but it blows my mind that the author ends with:

> "Even after a month of digging through public records, scouring the internet for clues, repeatedly calling Airbnb and confronting the man who called himself Patrick, I can’t say I’ll be leaving the platform, either. Dealing with Airbnb’s easily exploitable and occasionally crazy-making system is still just a bit cheaper than renting a hotel."

After an experience like that, I'd spend so much effort warning everyone I know to avoid Airbnb, even with the off chance something like this could happen to them. THIS is exactly why Airbnb doesn't care, the user is so brainwashed into still using the platform even after all that to potentially save a few bucks (which honestly, from what I have seen these days, Airbnb is basically the same cost of a hotel if you buy from any hotel deal site). I just don't understand that logic at all. Fool me once...

Even after a >>>month<<< of digging through public records...Dealing with Airbnb’s easily exploitable and occasionally crazy-making system is still just a bit cheaper than renting a hotel."

It's constantly amazing to see how little people value their time when it comes to stuff like this. Maybe when we're getting yearly salaries we don't compute out the hourly cost but, man, do the math once in a while.

I've been the victim of a similar scam then the one mentioned in the article.

Having said that, I still use the platform.

Why? I've traveled a lot and generally on the cheap, and I have run into scammy/terrible hotels. I mean, at one place the hotel owner tried to scam me by claiming I broke something that was clearly broken when we arrived. One time, I had a hotel room with hookers outside, a broken beer bottle under the bed with beer still in it, and a slice of pizza literally still on the floor face down. This last one had good reviews on one platform, terrible reviews on another.

My bad airbnb experience made me much more careful about who I stay with and how on the platform. But I haven't given up on it. I've had some amazing airbnb experiences, both renting full houses with friends as well as staying in a room in a house with locals and getting the 'real local experience', I won't leave it. Maybe for people going to high end hotels it won't make sense to airbnb? At least for me, going to cheap hotels and cheap airbnbs, the overall reliability has been not too dissimilar.

I do wish they would monitor their platform more.

I agree - I found the final "We'll all just keep using AirBnB forever" paragraph (after doing all that work in the opposite direction) kind of infuriating. Are we in the throes of heroin addiction here? Are we married to AirBnB, trapped there come-what-may, for the children's sake? It's like how people are with Facebook, Uber... et al. There are other ways of doing things, people! I dunno, apparently I've built up some cumulative frustration with people.

For many people, AirBnB and hotels don't necessarily provide the same thing, so switching from one to the other is not as easy as you'd think.

When I travel, I often approach it like imagining I lived in that city. So often I'll get food and cook it and have some days where I just lounge around. This doesn't really work with most hotels which are absolutely tiny in major cities and don't have working kitchens or living rooms. Even if they do the furniture is so generic, cheap and awful that it kind of breaks me out of the experience.

There's no real alternative for the apartment-like living experience AirBnB provides, unfortunately.

I wonder whether there is some sort of penny-wise pound-foolish mentality at work with most AirBnB users that causes them to continue choosing AirBnB to save money over hotels even after being majorly scammed like the people in this article were?

Its a reasonable risk/reward calculation. If this is your only 2 week vacation for the year, having a bad experience is a huge cost in time and probably money. If you're traveling regularly and save $X 95% of the time by using airbnb. That occasional bad experience is pretty bad, but more tolerable.

I find it pretty crazy that AirBnB's tech never really evolved on the host or guest side at all. The experience is still basically like a pretty Craigslist with payment processing. I sometimes wonder what an engineer there even does other than maintain a CRUD app.

For example, why isn't there an Alexa-like concierge device in every AirBnB that answers guest questions by now? Why aren't there smart locks on every home that unlocks with the app? Etc etc.

I think it is because evolving further in those areas inevitably could expose AirBnB to information they are happy to be ignorant of / responsible for.

A lot of tech companies, including AirBnB operate by passing risk / responsibility off onto everyone else (the host, the customer) and thus saving AirBnB a great deal of time / money.

> Why aren't there smart locks on every home that unlocks with the app?

AirBnB is reportedly pressuring hosts to install smart locks, but they are getting pushback from hosts who like socializing with the people who come to stay at their property. Yes, a huge amount of AirBnB listings are faceless property developers now, but there is still a good slice of individual families renting out a spare flat. Sometimes the host is an elderly person who craves that kind of interaction with other human beings (which can be awkward as a guest when you just want to quickly lock yourself in the rental and have some time alone).

Nobody can get code pushed past their linting rules ;)

I also don't understand why there's no lock that integrates with the app. Getting into Airbnbs is consistently inconsistent and confusing.

I think what Airbnb, and uber, lyft, Amazon etc. All fail to understand is the longevity ans stickiness of brand. Once you become an untrustworthy or low quality brand, it's very hard to change that. You can still do fine (see: wal mart) but you'll always be looking over your shoulder for higher quality brands that poach the most lucrative customers, and eventually, thats what will lead to your downfall (see: wal mart)

Ah yes, the downfall of WalMart. The...checks notes...largest company by revenue in America.

Walmart, the airline industry, et al proved that people will put up with garbage experience as long as your goods/services are priced cheap enough.

Stickiness of brand also depends on the target audience. For brands who seek premium audiences, this is true, but for mass appeal lowest-cost persons, such as those who use all of the aforementioned listed, because of the lack of competition, brand is hardly a factor.

Given the complexity of building these services, and the lack of comparable competing options, you are left to begrudgingly accept what you're left with.

Walmart has had a "downfall"? I prefer to avoid shopping there, but the business appears to be doing quite well.

At least with Amazon, their customer service makes up for any fake goods they sell.

It's not that they fail to understand it, they just don't care. The C-suite in all these VC-funded companies just want to get to the exit so they get paid.

It's why they want to establish an monopoly and dominate their sector. Cable companies are universally hated and they're doing fine.

I am not sure why, but reading this article just made me feel pretty ill. How does someone (multiple someones?) have the moral ability to do these kinds of things? I seriously can't believe the whole stack, from AirBNB to the scammer, just let these kinds of things go. At the end, where the author states she will continue to use AirBNB because it is cheaper kind of rubs me the wrong way. For a company to allow such slimy things to happen with minimal recourse would just turn me off from them forever. And the scammer? To just rip people off, knowingly ruin peoples vacations (and other things, but I imagine mostly vacations) because "money" is just ridiculous. These kinds of stories just hurt me. I wish people were better, but I know these types of people won't stop scamming.

There's a weird fundamental flaw in social groups which is this:

1. Trusting trustworthy people increases efficiency. The less checking and verification you have to do, the less redundant work there is and the more easily things go.

2. As the number of trustworthy people in a group increases, the value of choosing to trust a random person increases. The odds get greater that they will be trustworthy, letting you reap the greater efficiency of trusting them.

3. As the number of trusting people in a group increases, the relative value of malice increases. The more likely a con artist is to be trusted, the more likely they are to be successful at their goal.

So there's this weird trust graph where as you approach 100% trustworthiness, you also approach 100% exploitability. The group gradually turns itself into a honeypot. So the stable equilibrium point is somewhere less of 100%.

I am not shocked. Ate you shocked that fb profits from mayhem? No because we know the character of the founder. Airbnb also has no moral character thus it's users also know they can profit from morally corrupt practices.

Just as you said, the whole stack is corrupt. There will be more of this to come.

They profit by knowingly breaking the law. They are criminals.

It is appalling that this can happen in a country built on a system of laws.

Shame is a very good immoral deterrent for the eager to deceive. Imagine knowing your future progeny are ashamed they come from grifters? (Quite astonishing people don’t make the connection that we are alive now on a world stage.)

I was in Chinatown (NYC) about a month ago helping at a event when this German woman walks over asking for help (very poor Spoken English). Three German tourist with their luggage dead tired and long story short their host canceled on them one hour before their flight was scheduled to land. They phones did not work in the US so they could not jump on expedia to look for a hotel. The best we could do was hail a cab for them to take them to a hotel where they would be charged $400 a night. Now they did not book through AirBnB but it was through some other similar service. I think they had paid about $1500 for a week. Really makes me not want to use services like this and just go to a hotel. Yes it is more money but I rather not deal with the hassle.

This plumbing switch-er-roo scam is not new. A hotel tried the same thing on me in Paris in 2000. I booked a hotel in district 1 and they tried to move me to one on the edge due to flooding. Luckily I had been warned by a friend and refused. After I made a fuss the manager magically found an open room for me.

The amazing thing to me is how rarely this really happens. Some people love to say that human nature is fundamentally greedy and deceitful but here you have an enormous system based entirely on trust and reputation (since apparently AirBnB doesn't have checks beyond that) and although there are examples of abuse, overwhelmingly people have a good experience.

However I think most likely it isn't that AirBnB has no checks on hosts, they are just a big stupid company dealing with a messy problem. I've heard similar complaints from hosts with their own set of anecdotes where they felt unfairly abused by renters who unfairly complain and AirBnB applying decisions without any transparency or recourse.

Does this article really contain a referral link for "overstock.com barstools"? I'm not sure if I should be appalled that they inserted an ad into a journalistic piece, or respect them for doing it despite how negative the reference is.

I chuckled at that... It's almost certainly an automatically algorithmically generated link inserted by the publisher.

Whenever you're asking for a full refund in cases of fraud, regardless of the business, be sure to use the word "chargeback" with the customer service rep.

Fraudulent sales can be easily reversed by your credit card provider. In my experience, saying "If I don't get a refund, I'll issue a chargeback through my credit card provider" gets them to process the full refund immediately.

Yep. Just be clear that you'd really prefer to resolve it with the company, but that if they refuse, you view it as fraud and will pursue appropriate remedies.

Which is why I always stay at hotels, proper and good hotels that have reputation at stake, where upon checking in I do a cursory check and promptly but politely report if I see any issues. Upon checking out I request a person to actually sign-off on the room.

Works like a charm, never had an issue!

As someone who has lived out of AirBnB for almost 3 years traveling all around the world and never once being scammed, I find the title of this article to be a bit alarmist.

AirBnB has host and guest verification options. If Becky and Andrew don't have their identities verified via drivers license but manage over 90 properties that is your first red flag right there.

Second, if the host can't accommodate you you reach out to AirBnb and put the onus on them to find you an acceptable property that meets your standards. You don't let the host offer up some random place that happens to be available, that's suspicious.

I've had a number of hosts cancel on me at the last minute recently, I didn't immediately jump to the conclusion that it must be a scam. I simply assumed that their property is also listed on VRBO and other sites and someone either beat me to the punch or they got more money, or they didn't realize that they can't list the unit and forgot to take down the listing.

Mistakes happen. Sure, there are scammers out there on every platform, but in my 3 years and over 100 successful stays, I really find this article's title tough to swallow.

Few days ago I stumbled upon an article from Paul Graham from 2008 that fits well in the current topic imo - Be good (http://www.paulgraham.com/good.html) He describes how startup sometime follows the pattern "You grow big by being nice, but you can stay big by being mean."

And it's the feeling I have today about Airbnb.. I use to love them, not only because of the concept, but also as a startup pushing innovation, sharing tech and design learnings, etc. It had a sens of contributing to community, and caring its users

Today I despite them for the uncontrolled impact they have in cities, and the we-don't-care philosophy they seems to have adopted (not to mention the feeling of being betrayed by a company I use to look up to). And I can't really blame ourselves for keeping on using it. They created "something that people wants" and now are taking advantage of it.

It's probably our responsibility now to remind those companies that "something we want" is a product along with a care for its users.

this should be higher up and is exactly how I feel. I will go out of my way to never book an Airbnb again and I'm pushing all my friends to do so as well.

It's becoming very clear why the company has resisted going public for years. Increased scrutiny and visibility is going to show everyone exactly how shady their business is. You can almost guarantee a FTC investigation within a year of going public.

Also, why don't people issue charge backs with their credit card companies? Airbnb customer service might suck, but credit card companies almost always side with their customers if there's a modicum of proof showing something henky.

Self reply since I can't edit, but the FBI has recently contacted the article's author. First, FBI investigation for criminal activity. Then FTC case for ongoing consumer deception and fraud due by failing to police their platform and turning a blind eye to obvious criminal activity.

We've passed peak airbnb.

I fell for probably the early version of this back in 2015. Google fi number with a non-existent property in LA. Host confirms, emails photos, minimal back and forth about check in.

We show up at the property and it clearly doesn't exist, lucky for us the number is disconnected now and he won't answer us. This is clearly a scam. Though it's Airbnb's policy to give the hosts an hour to respond to a complaint even though it's obviously a scam. We then have to wait in the ghetto of LA for an hour so the host can respond, he never does. Finally Airbnb agrees that it's a scam and that the property doesn't exist, the address is dead center in a industrial park. I then have to go book a hotel on my card that Airbnb will refund at a later date that is equivalent to what we booked, nearly impossible for booking on day of. So going forward we spent 1.5hrs driving to the fake property, 1hr waiting for the fake host to respond, 1hr to confirm over phone how to proceed with Airbnb, then another 2hrs going to a hotel and checking in. All in all it wasted over half a day of our vacation, gas money, and frustration, over an obviously fake posting.

I'm not sure how to fix all the issues outlined in this article, but I think that a 14-day, double-blind review period started at checkout would alleviate some of the trust issue presented here. That is to say:

Once checkout has completed, both Guest and Host have 14 days (21? 30?) to write their reviews (neither party can see the others' review). At the end of that period, both reviews are visible on the site and cannot be edited.

The website only mentioned it briefly but Airbnb has no incentive to do anything that will shrink their number of hosts right now, even if those lost hosts aren't reputable. They have their eyes on an IPO and they are focused on making the platform as large as possible, even it if damages their reputation in the long run

You just described exactly the way it works right now. How did you think it worked?

This is the currently the case. The situation described in the article is the host replying to the guest's review of the host, which they can see after both parties have posted a review or the blind period ends. The response to the review of the host is separate from the host's review of the guest. The host isn't able to inform their guest review based on the guest's review of the host, or vice-versa.

Isn’t this currently the case? As far as I can tell you don’t get to see the other review until you’ve written and submitted your own.

Well, I've written a few months ago that I don't want to give such a scummy platform them their 30%, regretfully I still did use them last month, so to put my money where my mouth is, I just deleted my airbnb account citing the article. https://www.airbnb.com/account-delete/reasons

I have had this happen to me twice. The inconvenience of putting up with this bullshit outweighs the $50/night I save. It happens frequently enough you do have to consider it in the equation.

This has pushed me back to traditional hotels.

It's always interesting to see scammers at work. The nature of scammers, atleast the ones that get caught, put in 95% effort, and it's that last 5% that gets them caught.

In this case, imagine if instead of trash furniture and minimal decor in the "switch" property of "bait and switch" they put in half decent stuff. Renters would probably all accept the story of a plumber and move on. Instead, they fill the property with crappy furniture and leave unhappy customers. They could have gotten away with it.

Well, if a scam is successful and unnoticeable, by definition we won't see any articles about those, right?

I wonder why nobody has ever attempted to dispute the transactions with their card issuer.

These scenarios seem like pretty solid grounds for chargebacks.

If they attract enough chargebacks Airbnb will not only take a hit to their wallet (and maybe reconsider their policies if it happens frequently enough) but also might get them in trouble with their acquirer bank (too many chargebacks and your merchant account gets terminated).

I had just deleted my AirBnB account a while ago and swore not to ever use it again. Didn't get scammed, just had a bad experience, but it's just not worth the stress. You're stressed about getting scammed, stressed about the place not being good, stressed about cancellation, stressed about getting a bad review, stressed about breaking someone's shit by accident, etc etc.

It's Oct 31st so this thread seems like a good place to post Airbnb horror stories.

The first Airbnb I rented was part of an interview at Airbnb. I was given a credit for a free Airbnb for the purpose of experiencing the product. The Airbnb I rented was in San Francisco and clearly used only as an Airbnb rental.

The second Airbnb I rented was with my family while on vacation in Italy. One afternoon we returned to find out the locks were changed. This was scheduled building maintenance and I was not notified. I chose a place with a special ~'locals badge' only to find out the owner was an American living in the US.

Given this is a tiny sample, Airbnb generally seems to have a problem with borderline fraud.

I'll ask the dumb question (I don't use AirBnB): why not dispute the charge via a credit card?

Airbnb terms of service says you authorize them to collect the money from you, even if there are chargebacks, and they'll turn it over to third party collections.

https://www.airbnb.com/terms/payments_terms?hide_nav=true

Also there's a binding arbitration clause there too just for good measure.

When you file a dispute, they send it off to a third party to investigate. They dig into the contracts and when you make the purchase, you state you are agreeing to all their terms of no refund, etc. So you will almost always lose the dispute.

They also have special partnerships with credit card companies so the companies are more likely to side with Airbnb as well.

Presumably AirBnB would ban the user and the user still wants to be able to use the service in the future.

Who would have guessed that there might be something to all the rules and regulations that have been written around traditional hotels and taxis?

Just because something is ordered through a phone doesn't make it better in all respects.

I'd be tempted to work that flophouse over with a sledgehammer and a crowbar. Would the scammers have any recourse?

That would have been the move.

- Destroy the flophouse - Leave a 5 star review on your original booking saying how nice the place was - If the scammers attempt to complain to AirBnB or charge fees, kindly tell them that's not the place you stayed and you have never seen that location. Refer them to the original listing for the beautiful home where your reservation was.

Scammers would be claiming you destroyed a place that AirBnB has no record of you ever staying in.

With the scammers having your personal data, name and (maybe?) address? I'd think thrice before starting a feud with a scammer.

First time I stayed at an abnb with friends it was set up as home that hosted 8 people with 4 rooms... I was situated in what I would consider to be a mud room with a space heater next to the garage on thin, uncomfortable mattresses. I moved into a hotel room a couple miles away and just came over for dinner and activities.

I'd much rather plan ahead and stay in a hotel. At least then there's a corporate culture who actually cares about their brand name instead of an IPO. There's no accountability and massive amounts of low key fraud.

Random business idea: AirBnB but with verified properties. Actually AirBnB can do that themselves easily enough, just hire people to check properties. Or hire secret guests, if the renter redirects the user to another property, withold payments / ban them from the site.

But quality is not in AirBnB's interest, apparently - being cheaper is. They get a cut from all financial transactions anyway. Once they're listed on the stock market the people currently running it can retire and it's no longer their problem.

I think you just reinvented Airbnb Plus

https://www.airbnb.com/plus

If by "verified properties" we can infer "regulations and warranties", aren't you just reinventing hotels?

Several months ago my AirBnB (2FA enabled) account was compromised. The scammer booked me for a property - the listing populated with blatant stock photos, no ratings - that was stated to be somewhere in England, but the pin on the map was somewhere in the ocean off the west coast of South America.

Once I raised the issue with them, I didn't hear from them for over a week. While I was concerned about the ~$1000 they owed me, I was equally concerned that someone had accessed my account. After about a week had passed I got them on the phone again and applied a little pressure, and a couple days later I had my refund. I did this by explaining that I work in the industry and I'm aware of what a big deal the ability to bypass a large company's 2FA is, that there's no excuse to drag their feet over such an obvious scam, and I vaguely alluded to media being interested in a story like this. I don't know how Average Joe would have fared in my case.

By reading the article and this thread there appears to be a variety of ways to conduct a scam on AirBnb.

With nearly one hundred rentals this scammer must have been making some serious money. That's fraud on a grand scale in multiple states. Isn't that what the FBI is for? The journalist should make a report.

It looks like the FBI has contacted Vice about the article.

> Update 11/1/19: The morning after this article was published, the FBI contacted VICE about the claims made above.

Dear Airbnb,

You have destroyed the rental apartment market in my city. You profit from taking advantage of loopholes in legislation, legislation which protects consumers from unscrupulous, dangerous, and untrustworthy properties.

The sooner every city enacts laws limiting "airbnb" apartment rentals to 30 days per year per apartment, the better. Otherwise it is abused at scale.

Wow. I had my own bad AirBnB experience, and privately decided never to never use them again. I wrongly assumed it was just me.

This is sad, I thought AirBnB were one of the good guys, and had a good experience 4 years ago.

Is there something about doing things at scale that makes things go bad? It seems like so many companies are great at start, but go downhill when their assumption that "fraud is a rare exception" does not hold.

> But my power was nothing compared to that of a company valued this year at $35 billion...

It may not recover their loss, but the author wields significant power with this article. For example, I’ll never again consider staying at an AirBnB property. I would caveat that to add “until they fix the problems with their platform”, but I don’t think it’s necessary because (a) I’m not sure they _can_ at their scale, and (b) it certainly doesn’t seem like they _care_.

Sure, I’m only one guy, but this is not the kind of press a company wants before they go public.

“If I had another choice, I would not use Airbnb again,” he told me. “I was very put off by getting scammed. But at this point, I feel like if I want to travel, there’s not really much else I can do.”...how about HomeAway, vebo ? There are other options.

Also of course airbnb is to blame for handling the support issue poorly, however my experience with airbnb has been nothing but amazing.

Same nonsense can happen at any 2-3 star hotels.

Never book airbnb without some research. If any issues come then file a complaint before your trip ends and ideally within first 24 hr.

> In 2015, Airbnb spent at least $8 million on lobbying efforts to fight back an ordinance in San Francisco that required all Airbnb hosts to register their units with the city in a lengthy process. The ordinance passed anyway, severely reducing the number of properties available. But not all cities have San Francisco’s budgetary resources. When New Orleans overhauled their short-term rental laws in August, for example, the budget-strapped city mostly left oversight of the new rules in the hands of Airbnb.

> “If I had another choice, I would not use Airbnb again,” he told me. “I was very put off by getting scammed. But at this point, I feel like if I want to travel, there’s not really much else I can do.”

> I can’t say I’ll be leaving the platform, either...is still just a bit cheaper than renting a hotel.

This blows my mind. I had a terrible experience when Airbnb took over the top floor flat when I used to live on the ground floor, so I decided to never use them, I travel regularly and always use a mix of hotels and vacation homes depending of the destination and I never needed Airbnb.

But even after being scammed and spending their holiday time moving around and being shafted then spending time after the holiday fighting for a refund and losing money these people still find value in the service, mind blowing.

Yeah, I stopped using Airbnb a loooooong time ago, and only use it when the price diff is something like 4 fold. Too many bad experiences. Yay booking.com and normal hotels

I've only used it once, about a year ago. I wanted to visit Nuremberg, Germany, but I picked a terrible time of the year when the hotel rates were atrocious. So I looked on AirBnB and found an older couple renting a bedroom in their private home about 30 minutes away from the city for only about $45/night. It turned out to be a really nice experience, and I think this is what at least some people are looking for. Staying at a private (and very nice) home with some hosts (who actually live there) in a spare room is an international experience you won't get with a hotel or even a hostel. For me, it was mildly inconvenient that I had to take a train 30 minutes to get to the city those two days, but it was well worth seeing a small town I wouldn't have seen otherwise, and getting to meet actual German people and see how they live and attempt to talk to them in my broken German.

I guess you just really have to be careful when you use a service like this. It's like eBay in a way: you can get ripped off on there, but if you're careful and only buy from reputable sellers, you can get some great deals.

I have the opposite experience. After several bad experiences with hotels I 'm mostly using Airbnb. Fewer issues.

This isn't about airBnB, this is about all the big web tech companies, which found the algorithm and got the monopoly. They created new markets and can't be bothered to shake out the many scammers who find the myriad loopholes in their big, dumb systems. This goes for Amazon products as much as Google SEO. B/c of their monopolistic power, they just move on, and leave a wreck in their wake, which becomes our web and environments.

Nice piece, albeit a little bit clickbaity (par for the course with vice). It's a single small-time operator, maybe 2 guys, with a few properties across a few cities. Yes, technically it's nationwide, but the scope is that of a small time con, not some extensive and deep operation.

To summarize, the photos and listings are fake, with fake host names and the requisite fake reviews. When you arrive, you get a call 10-30 minutes before check-in and told the plumbing is broken, I need to move you. Then you get put in a "flophouse". I suppose the move is so that the actual address where you will stay isn't listed on AirBNB and you won't be able to street view it, etc. Because otherwise I don't see the point of not putting you into the crap house at the listed address.

Through a process of sloppy ops work on the scammer, and tenacity of the author, she uncovered the name and other personal details of the perp and confronted him. He then removed any digital trails of himself which he had so stupidly had publicly available before, thinking they couldn't be traced back easily.

It's a great revenge story, the kind that gives you vicarious satisfaction.

My only question is, why didn't the author call the FBI afterwards?

Airbnb reviews are practically useless. Numerous of times I've been to 10-20 good-reviewed apartments that ended up too dirty or noisy so I had to go to a hotel.

Also, for no reason Airbnb prohibits from sorting by reviews or price, so I've developed this script - it's super userful: http://sakurity.com/airbnb.js

I wasn't scammed with AirBNB but I've had bad experiences, and the bad experiences happened more recently, while stellar experiences happened in the past.

My most recent experience was an apartment in Paris that was smaller than it appeared, hadn't been cleaned so it had crumbs on the floor, had a bed with what looked like sheets out of the package (never cleaned), and the owner's dirty clothes sitting there. But the worst was the toilet was electric, requiring being pushed down with a brush when flushing. No, that's simply not the norm in Paris. There was also construction on the building, despite my emailing the host (a company with a person's name), asking about noise.

Like the Vice author, I never left a review because I didn't want to appear difficult or even get a retaliatory one in case I want to use AirBNB in the future. BTW, in Paris it's regulated, complete with an issued ID for the property, but cities care only for tax collection, not consumers.

That may have been the last straw for me.

I travel nearly every week for business. For almost two years I stayed exclusively in Airbnbs. I was giving Airbnb as much business as one person can.

I had several truly terrible (even scammy) experiences in those two years and not only did Airbnb not refund me a dime but each time I contacted support I was not recognized as a frequent traveler who is used to the system and has great feedback from hosts, each time I was treated like I was some asshole trying to scam them.

Airbnb has a major major quality problem (not to mention the customer service). The platform has turned into a joke. Try this on for size, say "this Airbnb looks great in the pictures" to anyone with experience using the platform and watch their non-verbal response. We know. I wonder how long Airbnb can keep this up.

Lastly, the Airbnb Plus program is no better. I stayed in a Plus a few weeks ago in Milan and it was a dump that looked nothing like the pictures, even with different furniture. That was my second Plus disaster in a year.

I've had good experience both as a host and as a guest on airbnb, but these incidents are definitely serious enough to reconsider using Airbnb.

If Airbnb would implement a home-owner verification (which is possible in US since they're public record), most of these scams would be preventable. I mean, Airbnb is a billion dollar company, so couldn't they do this?

wow, I have seen the same when I have been looking for a house at Airbnb on Corfu. Because I have been checking many places on this island, in different areas, I found some houses with the same bathrooms (just photographed from different angles). I found it must be scam and I have chosen different place. That one if I remember clear I have reported to AirBNB

Did it have any reviews? I haven’t been scammed at all (yet) but I was always cautious knowing it’s not as consistent an experience as in hotels and relied heavily on good reviews. So far so good. I wonder if and how those could be scammed similar to whats been plaguing amazon..

I was similarly baited on the Chase credit card travel site. Bought a few nights at what was advertised as a Hilton in Miami but on the day of got instructions that made it clear we weren't staying at a Hilton. Turned out to be a vacation rental in a condo in the same building as the Hilton. The listing on the chase travel site used a similar name as the Hilton (neither the real or fake actually use the word "Hilton" in their names), same address, same photos (pool, restaurant, front desk, rooms, etc), and even figured out a way to list the reviews for the Hilton in it's listing.

Ultimately we stayed elsewhere because the condos were flop houses. Chase didn't have any interest in helping us or making it right after dozens of calls and hours of conversations. As far as I can tell the "properties" have all been removed. (There were similar listings for other name chain hotels like the W chain)

Does the scam described here count as wire fraud?

"In the United States, mail and wire fraud is any fraudulent scheme to intentionally deprive another of property or honest services via mail or wire communication. It has been a federal crime in the United States since 1872."

In addition, is there any prospect of a civil class-action suit against AirBnB?

I wonder why AirBnB doesn't pay people Uber-style to inspect properties. $5-10 to go to an address and check that it can be accessed and matches the photos as an unannounced spot check? Send someone out on first listing, periodically, and every time a host cancels for a "maintenance issue" to verify the claim.

Verifying listings is not a hard problem, Airbnb literally just doesn't want to, it takes a "we are just a middle man, hosts are responsible for their listings" approach. This is what makes them money, I don't think an Airbnb with only verified legal listings would be very profitable.

They don't need to - the customers that paid market rate for the room are already doing it. They just need decent customer support and consistent policies to prevent scams from both sides.

Yes, this isn't only happening to guests, check the AirBnb hosts reddit - the horror stories there about guests and Airbnb support not helping out are constant

Who would do all that travel and work for $5? That’s a small fraction of minimum wage.

At this point, I've probably booked four dozen Airbnb stays over the past 7 years or so. Given that, I'd say two of the simplest steps you can take to limit your chances of booking really bad Airbnbs are to 1.) limit your bookings to those places where the host only has one listing and 2.) limit your bookings to owner-occupied places. It seems like the worst elements of Airbnb are largely eliminated when staying with the host, rather than insisting on having the entire place to yourself.

I've written-up other advice regarding Airbnb bookings here - https://blog.michaelscepaniak.com/how-to-find-choose-and-boo...

With that being said, scams happen and there's no simple, full-proof way of completely insulating yourself from them.

I used to be a big AirBnB fan but they've really gone downhill. I've been denied refunds. So many places have false advertising.

I'll go back on AirBnb or whatever new platform that gives a 3d reconstruction of the actual place, and the actual sleeping quarters.

The wide angle heavily photoshopped pictures that Airbnb encourage make it extremely hard to know if the place is worth it or not.

And then there's the hidden cleaning fees which could be 100s of dollars. They don't show up on the initial search. The numbers are all towards making it seem cheap but being quite expensive at the end.

AirBnb uses a number of dark patterns on their site and I hate it. I just don't think they are an ethical company who have the customer's focus in mind.

I understand though, they gotta recoup their billions of dollars of VC funding.

I'd rather go for a hotel that I know provides consistent experience every single time.

I've only used Airbnb once, but it was a smooth experience.

But after reading this and all the comments here, I'm unlikely to use them again. As far as I'm concerned, Airbnb is complicit in all these scams. They literally give zero shits about these scam artists, because they're getting paid either way.

It sounds like you are overly risk-averse (I'm guessing you are not a founder?).

AirBnB is rewards versus risks, as the article author implies right at the end.

I have used a wide variety of accommodation: AirBnB, hotels, staying with friends, short term rentals, campervans, cars, outdoors, staying with randoms I have met.

They all have benefits, and they all have risks.

AirBnB has given me a huge range of different benefits, and I super appreciate that it exists.

A solution to this problem, which seems common to many large platform companies, could be third-party verification.

A trusted third-party could subject hosts and guests according to a more stringent vetting process. It could even scan listings for guests eager to book in the same way Fakespot, et al., do for Amazon product listings. [0]

For those interested in online trust in marketplaces, I recommend Planet Money's episode on the subject. [1]

[0] https://www.fakespot.com/

[1] https://www.npr.org/sections/money/2018/06/27/623990036/epis...

Sadly, that adds friction to the sign-up process. Companies that operate like this, "charge instantly, investigate eventually," are like the plague. Amazon is getting up there, too, with its co-mingled inventories full of counterfeit products. But at least Amazon has good customer service.

I'm very scared of using airbnb because of stories like this. I've only used it once. All other times, I've stayed exclusively in hotels, because at least then I have a proper way of getting my money back. I have a way to know that if I book my room, I'll have somewhere to stay, guaranteed. I have a way to get a new room instantly if my current room is unacceptable. And with a hotel, I know who I can complain to! That's the worst part about this dumb scam for me. Airbnb refunds you a small percentage of the full price, and the host ghosts you. Now you're SOL unless your credit card company has mercy on you and decides to rule in your favor. What a shitty, stressful situation.

> But Airbnb, which plans to go public next year, seemed to have little interest in rooting out the rot from within its own platform.

This is what will pop the 'startup' 'bubble'.

Eventually people will get tired of dealing with the 'unicorns'.

People who have been scammed like this on Airbnb: did you a book a well-reviewed place? As a precaution, I only stay in places with at least ~50 happy, realistic reviews. I've stayed in maybe a dozen such places and never run into anything worse than slightly unclear arrival instructions.

I'm not saying Airbnb is great, but I'm curious as to what these eventual scams looked like at the outset.

I suppose it's possible for someone to maintain a legitimate place to accumulate good reviews and then scam some fraction of people, but the existence of the legitimate place is still a nontrivial hurdle for a scammer.

Maybe I overestimate how hard it is to get 50 good reviews.

I'd be interested in someone with a good profile selling it to a bad actor for a lump sum. I'm not saying this happens, but it seems like it would be easy to do/very hard to prevent. Especially if you're moving out of the original listing.

Generally number of reviews is a good measure of quality IMO.

I don't understand the whole value proposition of Airbnb; and would never use it willingly myself. The prices are often more than what you'd pay for a hotel, the security and reliability is often less, and then if these sorts of things happen, you then have to haggle with case managers for a he-said-she-said type of situation.

Same thing with Uber — at least there, you get the convenience compared to having to call a taxi. What exactly do you get from Airbnb?

I travel for business lots, and the last thing I need to worry about is having to deal with these sorts of issues. Having a hotel and a car rental is so much easier and reliable.

I think for business your stance makes perfect sense. For me, I regularly use airbnb for personal travel to stay in a neighborhood and really explore a city. Often hotels aren't an option. You also often get a fullish kitchen to cook in which is nice for anything more than a few days.

As mentioned elsewhere, being vigilant when booking can often avoid these. I've booked around a dozen places with no issues. Very much disappointed that Airbnb doesn't do better though, as generally the time searching of course is valuable. For me it's just not as valuable as the way I explore a city coming from an Airbnb instead of a hotel, so it's still a worthwhile service.

Business travelers are not the target demographic...

Airbnb does not care about what hosts do. They just want to be the source of short term rentals no matter what it takes. I’ve been hosed the last three stays and Airbnb does not care.

I stay at hotels now because if I’m not happy with service, I can get a different room, I can get a refund, I can talk to a human face to face.

Airbnb is a platform that just cares about hosting as many hosts as possible and they’re unregulated. I’m not asking they be regulated, but why doesn’t Airbnb check in on Super Hosts? It seems Super Hosts (from the three times I got screwed) run their places by outsourcing cleaning and maintenance, without ever spot checking.

My account on Airbnb has also most likely been hacked. Twice over the summer someone tried to book using my Airbnb account and my expired CC. I hadn't used Airbnb in 3 years.

Airbnb support was completely useless both times. So I cancelled my account everything, and the CC support will deny any Airbnb transaction.

Anyway, it is so annoying to search anything on Airbnb that I am not compelled to use it. The "host" will advertise a one night price that can easily double with all the other fees, and double again for each additional nights.

I'll revisit when accountability standards are raised from the maker to the user.

(edit: added "my account")

I wonder if I almost fell for this (or similar) in Pattaya, Thailand just a few days ago?

[1] - https://abnb.me/eUIhQCkMe1

[2] - https://abnb.me/DvHRkqsMe1

At first, I thought maybe this was just a shady property management company hocking two otherwise-legit, similarly-furnished condos with the same floor plan in the same building through two different accounts - but they are in different buildings separated by about half a kilometer according to the map.

I've never used AirBnb. However, when making online purchases (even for physical items) I don't have a lot of trust. Many systems (reviews, ratings, etc) are all too easily exploited. While the thought of staying at a stylish house is more appealing than a room at a hotel chain, I at least know what I am getting myself into. I've had my share of... not great rooms at hotels, but they typically make it right with a room switch or reimbursement. It doesn't sound like AirBnb is good at that.

What a wild story. I search Austin property records for "shray goel" and the guy owns a house literally around the corner from where I live. I wonder if I've seen him around.

This has happened to me, earlier this year. Luckily it was just for one night and the room was low cost anyway (£35 for central London!) so should have seen this coming.

Oddly enough, there was someone living in the switcheroo apartment I ended up in and they were paying £800 a month!

I reported it to airbnb today after reading this story and checking that listing's reviews, almost all of whom had reported the same problem and airbnb have come back to say they've cancelled the host's account and listing.

I once got a partial refund from Airbnb, but under the condition that I couldn't post a review.

For that reason alone I will never use Airbnb again, and would advise against it.

Airbnb has had issue for a while. This[1] is a post I wrote about them in 2014. Basically, it is not in Airbnb's interests to provide quality control, or stop these scams, as either action will negatively impact their revenue.

[1] https://scalability.org/2014/03/ot-airbnb-and-their-issues/

I used to love AirBnB at the beginning because it was a great way to meet locals and live a bit like locals. Unfortunately it became too big and now it is very hard to distinguish genuine residents interested in meeting tourists from professionals that I will not meet at all and whose process is almost completely automated. That completely ruins what was once an awesome human experience.

I'd rather try couchsurfing or stay in a hotel...

Funny to see how internet giants treat their suppliers vs their customers.

eBay's sellers are up in arms because it's trivial for any customer to steal from them and force a chargeback on an honest seller. Sellers cannot even leave negative feedback for dishonest buyers anymore. The customer is king.

AirBnb is exactly the opposite, apparently. Screwing their customers for scamming suppliers that should be trivial to uncover.

I wonder what economics are at play, here?

Like I said in another comment I would immediately call Amex and then file a police report. There’s no way I would have stayed in that kind of place.

There are plenty of hotels in Chicago from Boutique to chains to roach motels. Why subject yourself to so much crap by AirBnB? Especially if you’re alone.

https://www.airbnbhell.com/

The solution is the same as it is for so many other issues: strict liability for Airbnb. If the company is responsible for finding you a hotel room of equivalent capacity and paying for any difference in price, the company will quickly devote resources to minimizing this kind of fraud.

As long as it's not Airbnb's problem, Airbnb isn't going to solve it.

Just curious, this post has more points in less time or about the same time as other posts that appear higher.

Why is this not the number one post?

$35B valuation being run like a $300K company, if that. There is no way AirBnB is a legitimate company. They take in money that may or may not be the result of actual crimes, particularly bait and switch and fraud, and the company has ensured there is no way to know whether any reservation is legit.

Dumb question. Can you not “just” do a charge back? I feel like Amex would refund me. Especially if there is any documentation.

I’d also wager that if every case of fraud had a chargeback to match that AirBnB would start making changes far sooner rather than later.

Has anyone tried (or failed?) to chargeback AirBnB fraud?

Interestingly, as I was searching Airbnb today, I came across this... https://www.airbnb.com/plus

It appears they do have some homes/hosts that are verified in-person. For whatever that's worth.

Airbnb won't provide a full refund in many of the cases from the article but shouldn't you still be able to file a charge back on your credit card and get your money back without dealing with Airbnb?

Does it work like that or do I have a misunderstanding of how charge backs work?

According to a number of posts, (some?) credit card companies have closely partnered with AirBnB and will not accept your chargeback.

How does this experience look when outside the USA? The article is only about travelers inside the country and most comments seem to be so, too. When my family travels, we usually leave the country.

> Airbnb only refunded me $399 of my $1,221.20 ... and I figured it was probably the best I could do.

Is there a reason Credit Card companies wouldn't step in here for the disputed charge?

Doesn't surprise me that they are filled with scams, yet they ban anyone who has ever been in trouble for possessing any drug other than cannabis from using their service.

Wow that overstock barstool link comes across as a scam itself.

I don't understand why AirBnB doesn't take this kind of fraud more seriously. All they have is their brand reputation. This kind of fraud will destroy that.

Why? As the last paragraph says, and many comments here echo, people will still use the service. There is literally no reason why they should take it more seriously unless they were a) socially minded or b) under legal investigation.

Scaling the community is an existential growth problem for ABNB ... unfortunately their policies haven't kept up with the problems that have been introduced

This is a not very difficult problem to solve. Whenever there is a dispute, send somebody to verify the property. For sure AirBnb already has an anti-abuse team, so it is an extra step there. Also, disputes anyway cost them money for the person that answers emails, sometimes do refunds, legal risk, etc. So it will also not be more expensive.

It is one of these "growth" problems that a company is good to have and normally solves in an easy way. Furthermore, the author is still an active user of AirBnb.

Why didn't the author take photos of everything, then take the documentation of what happened to his bank and issue a chargeback?

Interesting. When I signed up years ago to rent from Airbnb, I had to post verification from passport photos to Facebook to LinkedIn.

I've been living in Airbnbs while backpacking through Australia for the last year. Here are some things I've learned for anyone needing some tips (Also because I like to share stories)

Pictures on the rental are meaningless. Only the price and amenities matter. Whatever the lowest 10% of price per night for a type of home (private vs shared room etc) is probably a scam. Don't rent in this price range. Money may be different for each person, but the upside of saving $100-$200 is way less than the downside of a last minute booking in a place you're unfamiliar with. I suspect most of the scams happening are people who book something that seems too good to be true.

If you're able to, message the host prior to booking with a generic intro and some generic questions. Many many times when the host got back to me for a great looking listing, alarm bells went off and I moved on. I personally ask what their internet speed is. If they don't know this its not a deal breaker, but their response can be pretty telling.

A lot of professional renters list on Airbnb. Especially multi-bedroom houses where you rent one bedroom. These can go either way, but are often a good deal. I personally like these because its a business transaction for both sides. Usually these types of listings are more open to negotiating on price, but its not staying in someone's home like an Airbnb might be pictured.

Reviews don't mean too much, but number of reviews and/or super host are pretty good barometers for quality. It is much harder to fake a lot of reviews. A less obvious red flag is the age of the listing vs number of reviews. If there are only 3-4 high reviews on something around for a long time, look closely at it. Even if the reviews aren't fake. There is a lot of incentive to not review a bad experience. Unfortunately price usually correlates with number of reviews.

I've personally never booked a new listing (no reviews). I'd be interested to know if I'm passing on some amazing deals, but my risk/reward tolerance doesn't allow it.

TLDR; Ignore the pictures look at price range compared to the marker and message hosts before booking at all.

Adjacent tip: Bring the bare basics with you (maybe this is backpacker logic talking). I usually have a knife/fork/spoon as well as some toilet paper and enough close to be warm without blanks. Don't rely on them to have things you absolutely can't survive without. Its stupid you have to do this, but you can rest a little easier having it with you if something goes wrong.

Airbnb is a scumbag company that knowingly profits off of active criminality.

It is shocking that they are in any way considered a _good_ company.

I'm using Airbnb in Paris and Spain in a few weeks - if this happened to me - what exactly should I do ?

I'm probably never using AirBNB after reading this, and many of the stories I am seeing in HN.

Yeah airbnb is hit & miss even without scammers. Prefer hotels where possible

There needs to be more vetting to avoid this situation entirely.

in India I tried finding Airbnb’s in mumbai and hyderabad, some were hotels and guest houses, others were shady and often misrepresented.

Gresham's Law hits the sharing economy…

TLDR the listings are fake.

You book a nice house and they'll tell you a problem came up, but they offer to switch to a different one. The alternative house is cheap and run down, it's their real property though. When you switch and stay one night at the alternative, you can't get a full refund. Because so many bail out and leave, expecting to be refunded, they can make it available to rent again immediately. You're also pressured into not leaving negative reviews, so the cycle continues.

Bear with me there is a point to my preamble... So in the UK if you buy a train ticket and the train is late and as a result you miss a connection to, say, a ferry then the train company is obliged to put you right. For example, by putting you up in a hotel until you can take the next ferry or finding another way for you to continue your journey so you don't miss the ferry. I once had a free 100 mile taxi journey because the train was late and I was going to miss my connection which would have required an overnight stay.

I am not a lawyer (also this is UK law) but I would be really interested for a lawyer to comment on this, because my understanding is that the reason they do this is because the train timetable is an 'invitation to treat' on which you based your decision to enter into a contract with them by purchasing a ticket to transport you from A to B. If they fail to do this in a timely fashion as advertised on the timetable, such that your journey with them is wasted, this is a breach of contract and contract law says that because they failed to honour the contract, they have to, as close as possible, put you back in the position you were in if you had not entered into the contract with them. They can not get out of this with T&Cs because its a basic principal that if you offer one thing obviously and then say the opposite hidden in the small print, the more prominent offer is what you are held to.

In this case (again, remember I am not a lawyer but on the assumption that the same basic principals were to apply) my theory is that the problem is AirBNB's to resolve because the contract would be between me and AirBNB because the money changed hands between me and AirBNB. So if AirBNB advertised 3 nights in a city for £1500, I paid this and then I arrive and the host cancels my reservation at the last minute, after I have expended considerable time and expense already with the expectation that I have accommodation, I would ignore the host and contact AirBNB directly because I paid them the full cost of the booking and the fact that they subcontracted the actual service to someone else is none of my business, it is ultimately their problem to make sure the contract is honoured by putting me up in another equivalent place or by providing a full refund and paying any additional costs involved in me staying in the closest equivalent place available.

So I wonder, if they don't do this within a reasonable time, could I stay somewhere else and then file small claims court case against them for the cost? If the 1/3rd refund thing from another comment had happened to me I would certainly be tempted to try it to get £1000 + hotel bills back + cost of my time to prepare evidence for the claim at my standard hourly rate.

I have experienced one or two situations where companies have tried to rip me off and taking 30mins to tell them in writing that I will claim, how I will do it, what my grounds for the claim are and how much it will cost them has got them to back down and agree a refund and compensation before I got anywhere near having to fill out the online form for the small claims court, which is apparently not a big deal anyway. No idea if I would have won or how much time and cost is involved though... In general, if people would stick up for their rights more, then the costs of shady business practices like this would make them unprofitable.

Could be a great business idea for an online lawyering startup, like those that exist for flight compensation claims.

A few years back my wife and I went to Dubrovnik, this is before it went nuts due to GoT, I should add.

We went there with a couple of friends planning to have their wedding there, traveling from our homes in London.

We booked two air BnB rooms, both were very nice looking double rooms in central locations next to the old town.

We arrived at the address we'd been given and a local guy "owner", greeted us and took us for a short walk to where we'd be staying.

We arrived at an older looking home, high walls and a large metal gate. He opened it and welcomed us to his home. His grandma's home he told us.

He walked us inside and showed us to a box room with two wooden bunk-beds, the type you put children in. The floor was flooded and the small ensuite was too, flooded.

The look on our faces might have said enough if we hadn't, but we certainly were not staying there.

He suggested he'd try find some "alternative" accomodation. We waited nearby, and a short time later he arrived to show us each to locations he'd found.

First our friends, a nice newish apartment, they were quite happy with, although it was smaller than what they had booked, but still pleasant enough.

He took my wife and I around the corner and into a small home that had painted cement walls, flaking like you see in war films, after the war has been through.

An old man showed us to a small double room where he'd laid a bowl of fruit on the bed for us, he didn't speak English, but although we didn't speak his language either, we felt welcome, albeit slightly uncomfortable.

The place wasn't particularly clean or nice looking, and certainly not what we paid for, but after a bit of a dead end with the original guy we booked with, we figured he's guy is farming off rooms that don't exist and then subletting rooms in others' homes when guests arrived.

We decided we'd take it, but we needed to see the bathroom first.

Again, not clean, not pleasant, but worst of all, a small window, just above the shower opened into the old man's room, and it was open, is wasn't frosted and there was no way to cover it.

That was it for my wife, that was one bridge too far. She can't comfortably bath in there with a window opening into this stranger's room in a strange place.

We told the owner guy it wasn't going to work for us, and this is where the rest of this story breaks my heart.

The owner guy let the old man know we wouldn't stay, and the old guy broke down, he was begging us to stay, he was gesturing at the fruit he'd laid out, questioning what was wrong, but we just couldn't stay there.

The rest of what happened to us is irrelevant here, but the guy we'd booked with was clearly taking bookings he was farming out to elderly locals with any space to spare hoping renters works take whatever he offered.

Both sides of this deal were being scammed, and it broke my heart to know that although we might end up forking out to stay elsewhere was the worst we might suffer through this, this old man clearly needed whatever small part of the rent we paid was going to be given to him.

The rooms we saw online clearly didn't exist, this guy was just conning people because AirBnb allowed it to happen.

tldr?

Please note that Y Combinator is an investor in Airbnb.

https://www.wired.com/2017/02/airbnbs-surprising-path-to-y-c...

Why didn't the journalist contact Airbnb in the first place? Or after he arrived at the 2nd place and it wasn't the location listed/promised. (yes I can understand being tired, frustrated, etc)

Last minute host cancellation is the one thing they can actually something they help with since it ruins the marketplace for them.

As a host I've had my set of horror storied interacting with Airbnb. Most hosts do try really hard, but every marketplace has scams at some level, and I'm not sure how you could find them all once it's under some value/size.

Of course the scammers are good at "frog in the boiling water" level of scam, so it always seems like it will be easier and "I guess good enough" to just keep going.

But I don't think I would ever try to contact AirBnB "in the moment" (when I'm in a city not my own and need a place to sleep and trying to do whatever I'm in the city to do), since I've been trained to expect that any support from such companies is going to be very inconvenient, take lots of my energy, and take at a minimum hours (if not days) to resolve. Hours I don't have, when i'm trying to enjoy my vacation or whatever.

If AirBnB wants customers to contact the company immediately whenever anything looks fishy, they probably need to educate customers on that (with examples of what sorts of fishy things they'd like you to contact them asap about), as well as providing enough resources to customer support such that doing so actually helps instead of just adding more headache to an already painful situation. But I doubt AirBnB really wants customers to do that.

From the OP for instance:

> If a host asks a guest to stay at a property that’s different from the one they rented, Airbnb advises the guest to request a cancellation if they’re “not okay with the switch.” In both cases, the rules favor a would-be scammer and place the onus on guests who have just parachuted into an unfamiliar locale with their luggage and have nowhere else to stay that night.

>Why didn't the journalist contact Airbnb in the first place? Or after he arrived at the 2nd place and it wasn't the location listed/promised. (yes I can understand being tired, frustrated, etc)

She did:

>When I asked about the status of my refund, they ghosted, which led me to contact Airbnb. Though I had been moved to a flophouse and then told to leave early, Airbnb only refunded me $399 of my $1,221.20, and only did so after I badgered a number of case managers over the course of several days. The $399 didn’t even include the service fees Airbnb charged me for the pleasure of being thrown out on the street. But my power was nothing compared to that of a company valued this year at $35 billion, and I figured it was probably the best I could do.

The article details how much of a pain in the ass it is to get a refund from AirBnB:

>But Patterson didn’t care about that. She knew she had been scammed and wasn’t going to stand down until she received every penny back.

>“I’m an attorney, so I love to argue,” she said. “I just didn’t stop calling.”

>She eventually got her full refund, but it indeed came with a harsh review from Becky and Andrew for doing so. “We would NOT host or recommend her to the airbnb community!!” they wrote. Patterson couldn’t help but wonder how people with fewer resources and no place to crash would have fared in the same situation.

I've never read "I contacted AirBnb and they solved my problems!". It's always they dick you around and offer you very little of your money back to make you go away, happy that you got anything.

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