Frustrated with some of the house rental websites
Nov 14th, 2013, 05:54 AM
#1
Original Poster
Join Date: Jan 2003
Posts: 4,268
Likes: 0
Received 0 Likes
on
0 Posts
Frustrated with some of the house rental websites
I think this is the most active forum, so I thought I'd post here hoping to get some insights from others.
For years we have happily and successfully used sites like VRBO, Homeaway and Owners Direct for rentals throughout the world. With one exception that wasn't too horrible an experience, we have always been happy with what we've rented through these sites. And, we've left our rentals in the same clean condition we found them so I know owners have not had any problems with us as renters.
Last spring for a trip to Italy I gave AirB&B a try. I was absolutely fed up with all of the hoops and hassles involved with AirB&B (and all of the intensely personal information asked for before even being allowed to use the site) and fed up with the fact that I couldn't talk to an owner directly by phone prior to renting. So, I've written off AirB&B.
Now, for a rental (in the US) I am trying to use Flipkey for the first time. And, I am finding the same issues. I want to talk to the owner to clarify some things because I believe that personal contact is the very best way for a renter and the owner to make sure they are a match. But, this site too won't allow people to have a phone conversation (or to have direct personal e-mail contact) unless a payment has been made. The house seems to be exactly what I am looking for as far as a rental, but the website the owner has chosen to work with is really putting me off.
Have others of you felt the same frustrations when using these two sites? Or, am I alone?And, if you are an owner who lists their property through AirB&B or Flipkey I am wondering why you chose these sites rather than others.
Thanks for the thoughts.
For years we have happily and successfully used sites like VRBO, Homeaway and Owners Direct for rentals throughout the world. With one exception that wasn't too horrible an experience, we have always been happy with what we've rented through these sites. And, we've left our rentals in the same clean condition we found them so I know owners have not had any problems with us as renters.
Last spring for a trip to Italy I gave AirB&B a try. I was absolutely fed up with all of the hoops and hassles involved with AirB&B (and all of the intensely personal information asked for before even being allowed to use the site) and fed up with the fact that I couldn't talk to an owner directly by phone prior to renting. So, I've written off AirB&B.
Now, for a rental (in the US) I am trying to use Flipkey for the first time. And, I am finding the same issues. I want to talk to the owner to clarify some things because I believe that personal contact is the very best way for a renter and the owner to make sure they are a match. But, this site too won't allow people to have a phone conversation (or to have direct personal e-mail contact) unless a payment has been made. The house seems to be exactly what I am looking for as far as a rental, but the website the owner has chosen to work with is really putting me off.
Have others of you felt the same frustrations when using these two sites? Or, am I alone?And, if you are an owner who lists their property through AirB&B or Flipkey I am wondering why you chose these sites rather than others.
Thanks for the thoughts.
Nov 14th, 2013, 06:28 AM
#2
I chose Airbnb because I was happy with it as a guest and now I'm happy with it as a host too. Security is the reason for the questions, obviously. I, and lots of other hosts, won't accept a guest who hasn't been varified as who they say they are.
The reason you can't contact your potential host is so you rent through the site, not bypass the site and make an offline deal. If you want to talk before you go you can choose a property with a less than "strict" cancellation policy, pay for it, at which time as you know you'll get email & phone, then cancel if you don't like the sound of them. The site fee is the only part non-refundable.
You could always use Craigslist if security is of no concern to you. I think, though, you'll find there's value in using the reputable sites.
The reason you can't contact your potential host is so you rent through the site, not bypass the site and make an offline deal. If you want to talk before you go you can choose a property with a less than "strict" cancellation policy, pay for it, at which time as you know you'll get email & phone, then cancel if you don't like the sound of them. The site fee is the only part non-refundable.
You could always use Craigslist if security is of no concern to you. I think, though, you'll find there's value in using the reputable sites.
Nov 14th, 2013, 07:27 AM
#4
I didn't say anything about why I like Airbnb as a guest and also as a host. It's the responsiveness of the customer service department that makes paying the small fee worthwhile. Any time I've had a question or concern they've responded in a timely manner and actually helped! There's a shocker.
And because they handle the money. As a host I know they'll pay me the day after my guest arrives. As a guest I know if I must cancel within the guidelines, the money will be refunded immediately, within 24 hours. No fuss, no argument. I don't have to think about it in either case. It's definitely worth answering a few questions, for your own safety, for your host's and for your money.
And because they handle the money. As a host I know they'll pay me the day after my guest arrives. As a guest I know if I must cancel within the guidelines, the money will be refunded immediately, within 24 hours. No fuss, no argument. I don't have to think about it in either case. It's definitely worth answering a few questions, for your own safety, for your host's and for your money.
Nov 14th, 2013, 07:52 AM
#5
Join Date: Jun 2004
Posts: 4,849
Likes: 0
Received 0 Likes
on
0 Posts
I think you are mistaken, Julies, when you say you may not talk to the owner prior to renting through Airbnb. You may contact the owner (through the Airbnb website, of course) prior to committing to rent. You may even telephone them, but that conversation is connected through Airbnb as well. Once you are happy with each other, the host approves the rental and you book. In order to contact the owner of a property you merely click the "Contact Me" button below the picture of the host.
We are Airbnb hosts in the States, and we often have long exchanges with prospective guests, trying to answer any questions about not only the room, but about transportation issues, restaurants, accessibility, and etc. As a guest, I agree with the OP that I would not rent a place unless I had the opportunity to discuss details with the owner.
On the other hand, I may want to clarify things about a prospective renter. For example, we recently got an inquiry from a guest whose picture showed her holding her pet dog and cat. We asked if she intended to bring the animals, as we have a strict no pet policy. Only when she assured me that there would be no menagerie did we accept her reservation.
We are Airbnb hosts in the States, and we often have long exchanges with prospective guests, trying to answer any questions about not only the room, but about transportation issues, restaurants, accessibility, and etc. As a guest, I agree with the OP that I would not rent a place unless I had the opportunity to discuss details with the owner.
On the other hand, I may want to clarify things about a prospective renter. For example, we recently got an inquiry from a guest whose picture showed her holding her pet dog and cat. We asked if she intended to bring the animals, as we have a strict no pet policy. Only when she assured me that there would be no menagerie did we accept her reservation.
Nov 14th, 2013, 07:56 AM
#6
Join Date: Mar 2006
Posts: 5,606
Likes: 0
Received 0 Likes
on
0 Posts
Hmm. I like airbnb as a guest, too, after having used it several times. Not sure about the personal information, but obviously you can make your own judgement about that. If people are letting you into their homes I guess they'd want some kind of info.
I like the fact that if things aren't as advertised you can protest and bail out, get money back. I didn't feel that was an option with for instance vrbo where I didn't feel guaranteed that the rental place even existed. Once when I was searching vrbo for a Paris apartment I found one advertised as being in the Marais, but the photos were clearly taken from Montmartre.
Also, I've found airbnb reviews to be accurate and helpful.
I like the fact that if things aren't as advertised you can protest and bail out, get money back. I didn't feel that was an option with for instance vrbo where I didn't feel guaranteed that the rental place even existed. Once when I was searching vrbo for a Paris apartment I found one advertised as being in the Marais, but the photos were clearly taken from Montmartre.
Also, I've found airbnb reviews to be accurate and helpful.
Nov 14th, 2013, 08:36 AM
#7
Join Date: Sep 2004
Posts: 7,142
Likes: 0
Received 0 Likes
on
0 Posts
Another reason for the personal questions:
In addition to renting an entire house or apartment, AirB&B is also a service for people renting out rooms.
If I was going to be at home while someone stayed at my place, I would INSIST on asking the prospective guest a series of "personal questions"...
In addition to renting an entire house or apartment, AirB&B is also a service for people renting out rooms.
If I was going to be at home while someone stayed at my place, I would INSIST on asking the prospective guest a series of "personal questions"...
Nov 14th, 2013, 08:56 AM
#8
Join Date: Jun 2004
Posts: 4,849
Likes: 0
Received 0 Likes
on
0 Posts
The reason that the reviews on Airbnb are accurate, Stokebailey, is that they are not edited. Airbnb posts them as received, and I, as an owner don't see them until they appear. Since that is the case, a negative review gets really swift attention.
I do have an opportunity to add an addendum to the review if I want to explain something, though. For example, a guest complained that they found the bed too firm, and I was able to respond that we had bought a memory foam topper the day after we saw the comment.
I do have an opportunity to add an addendum to the review if I want to explain something, though. For example, a guest complained that they found the bed too firm, and I was able to respond that we had bought a memory foam topper the day after we saw the comment.
Nov 14th, 2013, 10:05 AM
#9
Original Poster
Join Date: Jan 2003
Posts: 4,268
Likes: 0
Received 0 Likes
on
0 Posts
Okay. Here was my experience with AirB&B and why I won't use it again. So, someone please correct me if I have wrong impressions.
Last May we had purposely left the last five nights of our vacation in Italy unbooked so we could have some flexibility. So, I was trying to rent an apartment through this website at the last minute, only a day or two ahead of time. I filled out all of the personal information (including my birthdate, home address, phone numbers, e-mail addresses, occupation etc.), posted a photo of myself, and finally got to the point where I put in my credit card info to book the apartment. I was then told by the AirB&B site that my booking couldn't be verified until I did another step.
In addition to the photo I would need to make a video introducing myself. So, late at night I was sitting in my hotel room producing a video--a step I consider absolutely ridiculous! The video-making function was not working/loading on their website, and after more than an hour at this, I was literally swearing at the computer. Why a video? Because I don't have a LinkedIn account (I just retired and don't need to network), and I have a non-functional Facebook account. Needless to say, I did not book through them at that time.
Thinking I might want to use the site sometime in the future, when I got home from my trip I contacted AirB&B's customer service and told them about my experience, and they were able to track it. All I was told by their customer service is that they were having some difficulties with their video function. No one offered to help or to rectify the account information so this would work for me in the future. Instead, I got this canned reply.
"If you're having trouble with either the online or offline portion, you may upload a profile video in its place. To do this, go to "Photos and Video," at this link www.airbnb.com/users/edit
We will synchronize with your webcam, making it a quick and easy experience. Consider using your first name, your current city, what you like about your neighborhood, and what you are looking for in a travel experience! Do not include information about your government issued ID, payment information, email address, or last name in your profile video.
Once you have completed a profile video along with all the other steps outlined for Verified ID, you can submit a new reservation request. We will review your account information, and process your request shortly after. Note that in some cases, it may take up to 12 hours."
So, from my perspective, it is not worth it to use the AirB&B site because it is too big a hassle.
Nukesafe-- I was able to contact the potential host via e-mail through the AirB&B website. But, before I booked, I wanted to have a phone conversation not an e-mail exchange. This was not possible. And, here is part of the response I got from AirB&B. "Keep your communication on the site. All contact info - email, phone number, and address - will be automatically exchanged between guest and host after the room is booked." So, I have no idea how a phone conversation is possible prior to making a booking.
Now, I just found out that Flipkey also will not allow real phone conversation prior to making a payment for the booking. I went to look at Flipkey because I am looking for a Dec. rental, and my usual favorite booking sites (VRBO, Owners Direct, Homeaway) don't have anything available that I want.
I absolutely understand why you hosts want to use these sites because you get your money easily, and you know who you are dealing with. And, in fact, for me as a renter it is easier to just use my credit card and have it run through these sites. BUT, I'm here to tell you that you are probably also losing business from others who are like me and prefer real personal contact before making a booking that is more than just for a night or two for a room. I figure any home or apartment rental is a leap of faith on both parties ends, and everyone wants to mitigate their risk. The homeowner wants to safeguard the property, and the renter wants to ascertain that the property is as represented and will not result in a ruined vacation. I am not a technophobe, but I want the option to have human contact by phone before I am ready to make my leap of faith.
Last May we had purposely left the last five nights of our vacation in Italy unbooked so we could have some flexibility. So, I was trying to rent an apartment through this website at the last minute, only a day or two ahead of time. I filled out all of the personal information (including my birthdate, home address, phone numbers, e-mail addresses, occupation etc.), posted a photo of myself, and finally got to the point where I put in my credit card info to book the apartment. I was then told by the AirB&B site that my booking couldn't be verified until I did another step.
In addition to the photo I would need to make a video introducing myself. So, late at night I was sitting in my hotel room producing a video--a step I consider absolutely ridiculous! The video-making function was not working/loading on their website, and after more than an hour at this, I was literally swearing at the computer. Why a video? Because I don't have a LinkedIn account (I just retired and don't need to network), and I have a non-functional Facebook account. Needless to say, I did not book through them at that time.
Thinking I might want to use the site sometime in the future, when I got home from my trip I contacted AirB&B's customer service and told them about my experience, and they were able to track it. All I was told by their customer service is that they were having some difficulties with their video function. No one offered to help or to rectify the account information so this would work for me in the future. Instead, I got this canned reply.
"If you're having trouble with either the online or offline portion, you may upload a profile video in its place. To do this, go to "Photos and Video," at this link www.airbnb.com/users/edit
We will synchronize with your webcam, making it a quick and easy experience. Consider using your first name, your current city, what you like about your neighborhood, and what you are looking for in a travel experience! Do not include information about your government issued ID, payment information, email address, or last name in your profile video.
Once you have completed a profile video along with all the other steps outlined for Verified ID, you can submit a new reservation request. We will review your account information, and process your request shortly after. Note that in some cases, it may take up to 12 hours."
So, from my perspective, it is not worth it to use the AirB&B site because it is too big a hassle.
Nukesafe-- I was able to contact the potential host via e-mail through the AirB&B website. But, before I booked, I wanted to have a phone conversation not an e-mail exchange. This was not possible. And, here is part of the response I got from AirB&B. "Keep your communication on the site. All contact info - email, phone number, and address - will be automatically exchanged between guest and host after the room is booked." So, I have no idea how a phone conversation is possible prior to making a booking.
Now, I just found out that Flipkey also will not allow real phone conversation prior to making a payment for the booking. I went to look at Flipkey because I am looking for a Dec. rental, and my usual favorite booking sites (VRBO, Owners Direct, Homeaway) don't have anything available that I want.
I absolutely understand why you hosts want to use these sites because you get your money easily, and you know who you are dealing with. And, in fact, for me as a renter it is easier to just use my credit card and have it run through these sites. BUT, I'm here to tell you that you are probably also losing business from others who are like me and prefer real personal contact before making a booking that is more than just for a night or two for a room. I figure any home or apartment rental is a leap of faith on both parties ends, and everyone wants to mitigate their risk. The homeowner wants to safeguard the property, and the renter wants to ascertain that the property is as represented and will not result in a ruined vacation. I am not a technophobe, but I want the option to have human contact by phone before I am ready to make my leap of faith.
Nov 14th, 2013, 10:17 AM
#10
Most prospective guests don't apparently have the difficulties you had, julies. As far as losing possible renters, I'm sure we gain more than we lose from the users who prefer the Airbnb site as I do. So I think this is one of those "to each his/her own" situations and you should continue using the sites that offer you the kind of user comfort you want. I'm just glad for all the sites with their conveniences along with some inevitable imperfections.
Nov 14th, 2013, 10:21 AM
#11
Join Date: Jan 2003
Posts: 49,560
Likes: 0
Received 0 Likes
on
0 Posts
I'm very happy with airbnb. I not only exchanged emails with the host(ess) in advance of booking, I talked with her twice by telephone from the States and twice in France before arrival at her apartment. There was no requirement to make a video.
Nov 14th, 2013, 11:02 AM
#12
Original Poster
Join Date: Jan 2003
Posts: 4,268
Likes: 0
Received 0 Likes
on
0 Posts
StCirq--
Do you use LinkedIn and Facebook?
Were you able to talk to the person by phone prior to actually paying for and making the booking?
I am just trying to figure out if (a) the site's requirements have changed since I last tried it 6 months ago and (b) whether one has an easier time if one is an active LinkedIn and/or Facebook user.
Thanks.
Do you use LinkedIn and Facebook?
Were you able to talk to the person by phone prior to actually paying for and making the booking?
I am just trying to figure out if (a) the site's requirements have changed since I last tried it 6 months ago and (b) whether one has an easier time if one is an active LinkedIn and/or Facebook user.
Thanks.
Nov 14th, 2013, 11:45 AM
#13
Join Date: Jan 2003
Posts: 49,560
Likes: 0
Received 0 Likes
on
0 Posts
julies, I'm not on Facebook. I am on LinkedIn, but I don't remember that figuring into my airbnb arrangements. Airbnb gave me the host's email, and I emailed her a bunch of questions. She emailed back and we went back and forth a few times. In one of those emails she gave me her phone number in Paris, and we subsequently had a couple of phone calls while I was in the States (yes, before I paid Airbnb), then again a couple during the three weeks I was in France before heading to Paris, then one on the day I arrived in Paris from the train station, then one when we were outside her apartment. building.
Perhaps Airbnb's requirements have changed. My experience with them was just over a year ago.
Perhaps Airbnb's requirements have changed. My experience with them was just over a year ago.
Nov 14th, 2013, 03:34 PM
#14
Join Date: Jun 2004
Posts: 4,849
Likes: 0
Received 0 Likes
on
0 Posts
You are not able to contact each other directly until the booking is made. If you try, the Airbnb software blocks either telephone numbers or email addresses. You can, however, contact the owner by clicking below the host's profile where it says "Contact Me".
The business about needing a photo of the prospective guest or a video is a choice the host makes. I would like to see a picture of the folks I'm going to host, so I made that part of the verification process. I see no need for folks to make a video or post an itinerary in order for me to host them. That, to me is too intrusive and none of my business. Making sure that the phone numbers and email has been verified is my business, if folks are going to stay with my wife and me.
Perhaps Airbnb is getting a bit anal for some folks, but I think that may be a reaction to some experiences early on in Airbnb history, when some hosts got their properties seriously trashed. The company now has automatic insurance for that, so perhaps the extra scrutiny is partly due to requirements of the insurance company.
The business about needing a photo of the prospective guest or a video is a choice the host makes. I would like to see a picture of the folks I'm going to host, so I made that part of the verification process. I see no need for folks to make a video or post an itinerary in order for me to host them. That, to me is too intrusive and none of my business. Making sure that the phone numbers and email has been verified is my business, if folks are going to stay with my wife and me.
Perhaps Airbnb is getting a bit anal for some folks, but I think that may be a reaction to some experiences early on in Airbnb history, when some hosts got their properties seriously trashed. The company now has automatic insurance for that, so perhaps the extra scrutiny is partly due to requirements of the insurance company.
Nov 15th, 2013, 01:28 PM
#15
Original Poster
Join Date: Jan 2003
Posts: 4,268
Likes: 0
Received 0 Likes
on
0 Posts
StCirq and Nukesafe--
Many thanks for the info. I don 't have a problem with the photo, but the video piece put me over the edge. I did not realize that the host has the option as to whether or not to require these. Phone number and e-mail are a part of the process anyway on other sites such as VRBO where renter and host contact each other directly. So, that is not an issue.
I am not normally at all paranoid about such issues, but I remember as I was trying to set up that AirB&B account that I started to get really nervous about all of the info they were asking me for. We all know identity theft is an issue these days, and there were so many different pieces of info they were asking that I wondered if someone could put all of the various pieces together and do an identity theft.
On a different note. After hearing how much many of you like the site, yesterday I logged on and sent a message to Customer Service asking them to take a look at my account to see if I would be able to actually make a booking if I want to. First of all, it wasn't the easiest site to try to find out how to contact Customer Service. Secondly, it has now been over 24 hours, and I still haven't gotten a response. Not exactly what I consider exemplary service.
Many thanks for the info. I don 't have a problem with the photo, but the video piece put me over the edge. I did not realize that the host has the option as to whether or not to require these. Phone number and e-mail are a part of the process anyway on other sites such as VRBO where renter and host contact each other directly. So, that is not an issue.
I am not normally at all paranoid about such issues, but I remember as I was trying to set up that AirB&B account that I started to get really nervous about all of the info they were asking me for. We all know identity theft is an issue these days, and there were so many different pieces of info they were asking that I wondered if someone could put all of the various pieces together and do an identity theft.
On a different note. After hearing how much many of you like the site, yesterday I logged on and sent a message to Customer Service asking them to take a look at my account to see if I would be able to actually make a booking if I want to. First of all, it wasn't the easiest site to try to find out how to contact Customer Service. Secondly, it has now been over 24 hours, and I still haven't gotten a response. Not exactly what I consider exemplary service.
Nov 15th, 2013, 01:39 PM
#16
Join Date: Jan 2003
Posts: 34,853
Likes: 0
Received 0 Likes
on
0 Posts
I thought the video part was really too much, also, and had never heard of it before, so it doesn't surprise me it is just each individual owner's requirements. I think they may be copying another website (doesn't couchsurfing do that?).
And while you may not want a Facebook account, what's the big deal about having a Linked In account that you won't do it if it makes your life easier? I have one and hardly ever look at it, it isn't any problem for me. I know lots of people who have LinkedIn accounts that they rarely use, actually.
And while you may not want a Facebook account, what's the big deal about having a Linked In account that you won't do it if it makes your life easier? I have one and hardly ever look at it, it isn't any problem for me. I know lots of people who have LinkedIn accounts that they rarely use, actually.
Nov 15th, 2013, 02:09 PM
#17
I found our rental for 2015 on AirBnb and it was easy to find the same rental on other sites and also the owners web site.
I shied away from AirBnb as all the money is required up front, but I thought it was a company I could use if the rental was only a few months away.
I like the fact that they do not release any money to the owner until he day after arrival.
It gives the renter a bit of leverage in case of any problems.
I shied away from AirBnb as all the money is required up front, but I thought it was a company I could use if the rental was only a few months away.
I like the fact that they do not release any money to the owner until he day after arrival.
It gives the renter a bit of leverage in case of any problems.
Dec 16th, 2013, 06:38 AM
#19
Join Date: Aug 2012
Posts: 262
Likes: 0
Received 0 Likes
on
0 Posts
Trying to join Airbnb at the last minute is not a good idea. There is a process and a learning curve. After I read through all their FAQs, I had no problem creating an account. The video is optional. I was not required to create one. I am not on Facebook or LinkedIn. I have a profile on Airbnb with a photo and a verified email address. That's it. I just joined two months ago and I've been communicating with about 12 property owners with no difficulty. Their in-house email system works well, but you do have to wait for someone to get back to you. Airbnb is not the same as calling a local agency and getting immediate results or answers to your questions. Once you accept Airbnb for what it is and you understand the genius behind the process, you quickly learn how great it is for users on both end.
Dec 16th, 2013, 07:06 AM
#20
Join Date: Jul 2013
Posts: 1,963
Likes: 0
Received 0 Likes
on
0 Posts
Have you tried www.housetrips.com?
