kawh

love airbnb== we are using them more and more. we had a death in the family and had to cancel last minute. owner was reasonable but sticking to ther written terms which were not particularly favorable... but we contacted airbnb because we wanted to try to change the terms just a bit if we could. airbnb (the company) ended up sending an orchid. i kid you not. still seems unreal!

a friend of ours rented for 3 months in paris. she is very particular and thought the washing machine (lucky to have one at all imho) was in the apartment, rather than in the basement. she called them from paris and said she was unhappy, and they helped her find another place.

i don't know that these stories are typical, but we have had (so far) only good/great experiences with them.

let us know where you are going, and some of us may have strong recommendations of specific places.
hope it works out for you.

KarenBolinger

Kawh....can you recommend accomodations in Cinque Terre? We are going to Italy next Summer, and would like a place for two nights in one of the towns.

nukesafe

I'm really sorry you had a bad experience with the apartment, wherever it was. (Care to give us a link?) As an Airbnb host I expect my prospective guest to ask all sorts of questions about the place they are going to spend part of their vacation. I think that is the secret of getting and enjoying things through any listing organization, be it Airbnb, VRBO, Homestay, or others; ask questions! If you don't get quick and satisfactory responses from the owner, or you get bad vibes -- move on to look at other places.

I might suggest that, since you had a family member with allergies to mold, you might have asked the owner about that. If he had responded that the place was mold free and spotless, you would at least have that documented; giving you a much more solid basis for demanding a refund.

kawh

Sorry... haven't used airbnb in cinque terre.

When we went to cinque terre, we stayed above it in Rapallo... it is a bigger town, but reminded me of old Santa Monica somehow. But if i had it to do agian, i'd stay right in a tiny cinque terre town.

5alive

I'm gonna disagree a bit with Nukesafe in this case. The property manager admitted the air conditioner was leaking and causing the mold...that is a property that is not in rentable condition by the landlord's admission.

abram

We recently used airbnb in Wexford, Ireland and the experience was extremely positive. Apartment looked just like the pictures, hosts were a pleasure throughout the whole process--and even reviewed us as good guests, which I didn't expect.

MaisonPlague

I'm hoping to have my first Airbnb experience in Paris this year. However, I'm a bit put off by the 'strict' level of cancellation policy. Which means that if you cancel your booking you will lose half your money, no matter how far in advance you cancel. Can this be true or am I missing something here?

RM67

As stated above there are different levels of cancellation policy that the property owner can select from. They are clearly displayed on the listing, so if you are uncomfortable with the prospect of losing half your funds if you cancel, then pick a property that has a more relaxed refund policy. There are plenty of them.

Also, regarding the condition of the rental, read the reviews before booking. They are often very detailed and candid, and will help you avoid places that are not well maintained or where the owner or agent is unhelpful. If a place has no recent reviews and you are very risk averse, then don't book, no matter how great it looks.

MaisonPlague

I can't imagine anyone wanting to book under these 'strict' cancellations conditions to be honest.

RM67

Well, we did and got a great flat and a lovely host:-

https://www.airbnb.co.uk/rooms/431054

We knew there was an element of risk, but the reviews were very favourable, and from the owners point of view if someone cancels at short notice it may be difficult to get a last minute let. A lot of these flats are people letting out their own home - they move out for the time you are there so they possibly have accomodation or holiday costs to cover themselves.

As I said, there are loads of places with less restrictive refund policies if you want that peace of mind. It would be a shame to dismiss the whole site based on the fact some hosts use the stricter refund policy.

Christina

It weeds out flakes who don't show up or change their mind a lot, or aren't serious with the reservation. If you have a good property, you don't need to put up with that. Why would people worry about that so much unless they had an idea they might cancel or were just using it as a backup. This isn't that unusual even for some regular agencies or some hotels in resort areas that are very seasonal in demand. This website has a limited audience, an owner doesn't want to fool around with taking their property off the market for a while and then refunding, etc., money. And the properties on there are usually cheaper than regular agencies, so forfeiting 50 pct isn't as much money.

MaisonPlague

I think I'd go for a moderate cancellation place to be on the safe side.... there are lots of nice places available in Paris through ABB. I wonder how far in advance you have to book up? I'll try to get something sorted out this weekend as I've got my train ticket booked for the 30th of October so only a couple of months to wait.

Alamojo

Airbnb in my opinion and experience is a HORRIBLE choice. I made the mistake of booking with them. My experience: their customer service is arrogant and they are in my example untrustworthy. I was planning a South American vacation in June and heard about Airbnb. I went to their website and thought it was a cool concept. I could save money and try something new. What a mistake. After booking and paying for my room some 35 days in advance I thought everything was set and cool. At the last minute, practically on the eve of my departure, they suspended my account and canceled my paid reservation without explanation. I only found out through a private message from my chosen host as I was packing to leave. When I tried to correct Airbnb over the matter they demanded a copy of my passport, access to my Face Book and Google accounts and reconfirmation of my cell number. I didn't want a last-minute derailment of my plans so I unwisely complied. After all that, they wrote that my already 30 days ahead paid reservation was illegitimate and that my account was suspended. Attempts to receive a reason were ignored and I was repeatedly told that they didn't have to give an explanation and were not liable in any way for the mess. Subsequently I had to revoke their permissions, change passwords and accept their corporate hubris / insulting customer service as the "final word". I am now very committed to telling the world of my wretched experience in hopes of sparing other trusting travelers a similar big steaming pile or Airbnb treatment. The good news is, my money was refunded (they had no choice really), I didn't add to their profits and my host of choice understood and received me with a nice welcome. Beware of Airbnb. They might jerk you around as you're in departure as well. I am glad to say that already 4 other friends have now dumped their plans to use Airbnb and I will continue on a righteous mission to share my experience honestly as a cautionary tale regarding Airbnb. The exponential result should make it worthwhile. Choose wisely and seek accommodations elsewhere.

nukesafe

Poster signed up today just to bash Airbnb. Sorry he had a bad experience, but I'd like to hear the other side.

RM67

I'm interested by the phrase 'illigitmate reservation' - does this mean the booking was not made in accordance with Airbnb terms? Also the host 'received you with a nice welcome' despite the fact that the booking had been cancelled and you had been refunded? I take that to mean that you (later) carried out some sort of transaction outside the site, which if you were both willing to take that risk is probably evidence enough that Airbnb were right to terminate one or both of your accounts.

Alamojo

I'd like to apologize for bombing in here and on numerous other treads. I should have just started my own. I also realized that I didn't do as good job of stating my case as I would have preferred. I'd like to close out with some clarification as follows below. Please note that there is no "other side" because Airbnb would and will not offer one. This is the main reason why I was so irate with Airbnb and hold them in contempt. Yes, I mainly joined this Forum and others to state my case against Airbnb and warn others. I will also use it as a general travel resource just as most do. I end it here with this:

Okay. I admit that I was venting (ranting). I further admit that I take the point that posting on several threads here was inappropriate. I thought I had already addressed this moving forward, but I see that as my error. I lead a busy life and don't actually spend much time on Forums, albeit good ones like this. This is an "anomaly" for me.

Every group has a culture and style which I did not take time to appreciate in this forum. I should have been more objective. Allow me to attempt to amend any misunderstanding. I mean no insult to anyone personally. I do mean to call Airbnb into question with the sincere hopes that no others experience a similar situation.

Please consider the facts I presented. I should have done a better job of it and not undermined my criticism of Airbnb with what is perceived as "weird" and emotional diatribe. I offer the following as an alternative submission in hopes that I can correct my presentation and more appropriately address my grievance against Airbnb.

I mistrust and disparage the use of Airbnb because:

1. In planing a trip to South America, I heard about Airbnb and thought on examination I'd give it a try. It seemed there were (and are) many happy customers. I did not do my due diligence and look for negatives. I simply whet to their site. This was my first mistake and a rookie one at that. My bad.

2. I opened an account and communicated with a host who appeared to be (and was) a good fit for my visit.

3. Over 30 days prior to my departure, everything was set and paid for. I had fulfilled all the requirements that Airbnb set forth. I was confirmed by my host, had paid the bill in full and as far as I was concerned, my booking to my new first time visit to the country in reference was as perfectly in place as a booking could be. At this juncture, all was okay and Airbnb was of value to me.

4. Roughly 24 hour prior to my departure, I was contacted by my host to inquire if I was still coming. It happened for reasons unknown to both the host and myself that Airbnb deemed my booking as illegitimate and canceled everything. I was both shocked and bewildered.

5. On learning of this I placed a call to Airbnb, but the operator informed me that the matter was handled by a separate department and could only be reached by email; a dead end.

6. On emailing Airbnb, I was the asked to prove that I was who I said I was. I was asked to send a copy of my passport, give them access to my Face Book and Gmail account and reconfirm my cell number. I did this because I was complaint and wanted to work the kink out. The various requirement were fulfilled but to no avail.

7. Airbnb still did not relent their decision to cancel and I was momentarily stressed out by this last minute derailment. I asked them to please explain their position to which I received the following reply.

"Please understand that we are not obligated to provide an explanation as to the action taken against your account. Furthermore, note that we are not liable to you in any way with respect to disabling or canceling your account. Airbnb reserves the right to make the final determination with respect to such matters, and this decision will not be reversed. Your payment method has been refunded in full and that should be reflected on your payment method by this time.

Moving forward, we will no longer be able to assist you with this or any other issues. Please see our Help Center for further information:

8. I found this reply to be corporate hubris and completely unacceptable. That's why I "ranted". I find this behavior unacceptable. If one is accused of doing something wrong or illegitimate, one should at least be told why in my opinion. This is why I could offer no relevant facts as to why Airbnb did what they did. They refused to offer any.

9. In researching this, I have found I am not the only one who has been treated in this manner. Perhaps I am spoil;ed as seasoned traveler, but honestly, I find Airbnb's attitude appalling and unacceptable.

10. I agree that there were no financial damages because my monies were refunded. Please note that because I had in fact done no "wrong" Airbnb had no defensible position to keep my payment. I was indeed lucky to have already established prior good communication with the host. Otherwise, I would have had to find accommodation in a major city during a major industry gathering in less than 24 hours. Airbnb's action would have in fact left me without any accommodation... or left me with no option but to pay top rack rates for a hotel costing me multiples of my budgeted amount for accommodations . It was at the least highly unpleasant and I remain of the opinion that Airbnb was unprofessional and unfair in this instance. Posting my experience is my only recourse apart from ignoring it which were I not currently in sabbatical, would be the case.

11. Therefore, anomaly or not, I deem Airbnb in this instance worthy of disapproval for their behavior and continue to recommend avoidance of them as a traveler's resource for good cause. Thus, it is a cautionary tale for any wishing to take it as such.

I hope this clarifies the matter somewhat... and some ruffled feathers are back in place. The onus should be on Airbnb and not me. I see that I should have presented it better.

There is simply no justification for Airbnb's position as they have obstinately refused to offer any. I am a good citizen and considered by major airlines and hotel chains to be a preferred valued frequent flyer and guest. Obviously, not by Airbnb. On the road of life they are a mere pebble that temporarily nested in one of my traveling shoes. It annoyed me greatly for a moment. I am done with it now on this forum.

crosscheck

<On emailing Airbnb, I was the asked to prove that I was who I said I was. I was asked to send a copy of my passport, give them access to my Face Book and Gmail account and reconfirm my cell number. I did this because I was complaint and wanted to work the kink out. The various requirement were fulfilled but to no avail.>

Wow, alamo. Can't believe you provided the passport, facebook info, etc. I know others who have dealt with airbnb's customer service and all they need to identify themselves is a phone number and the credit card attached to the account.

RM67 - I think you've nailed it. When I was communicating with a potential host in Prague, the host tried to give me her phone number using a code, presumably to set up some sort of direct interaction and exclude airbnb. I didn't bite and later noticed that the listing had been removed. I wonder if the OP established a non-kosher relationship with the host that alerted airbnb's computer.

MmePerdu

This is a glaring example of protesting too much. On and on and on...twice x however many threads could be dredged up. He knows perfectly well what he did (I'm assuming "he").

cynthia_booker

While I suspect the OP did not follow the AirBNB rules, perhaps encouraged in that regard by the host, please be aware that it is quite normal to provide passport information, at least in Europe. As far as in my experience, that in and of itself is not a red flag.