AirBnB host making false claim for damages

[C152]

We recently stayed at an AirBnb. The property was really disappointing (dirty throughout, including bedding and crockery; noisy; unbearably uncomfortable; I had to buy new towels because the 2 provided were so repulsive even washing them on 90 degrees didn't get the stench out etc), but I just chalked it up to an unlucky experience. I've only used AirBnB a few times and the ones that are disappointing, I just don't review. However, a week after the stay, the owner has now lodged a claim for £400(!!!) for a few black scuff marks on the wall, which were there when we arrived, claiming we damaged it. Unfortunately, I didn't take any 'before' photos. Has anyone had this happen to them? Any advice?

This happened to me. The host claimed we’d broken a chest of drawers and airbnb said we were liable for the £580 to replace it. I pointed out they had no proof we’d broken it, we hadn’t even used the room in question, and surely the burden of proof lies with them, if they want to charge for it.

You will get nowhere with this argument with Airbnb who will send you a maddening series of robotic replies about how you should report any issues with the property when you check in - as if anyone goes around inspecting every item of furniture and taking photos!

They confirmed they were going to go ahead and charge my card, so I cancelled it. I guess I can’t use Airbnb again as I think the charge is still on my account so they’ll take the money if I add a new card. But then I wouldn’t want to use them again anyway.

Thanks for your response @katesalter . I guess I'm a bit screwed then, as I'm still on holiday, in a different country, staying in a different AirBnB, and AirBnB won't let me delete my card from their system until my current stay is over. If I cancel the card, I have no other means of paying for anything while I'm away. This is both infuriating and so stressful!

No they won’t let you delete the card from their system while you still have the dispute open anyway - what I mean is cancel the card with your bank.

Just keep the conversation going and raise points arguing it till you leave the current accomodation if you can, then delete the card.. If you have a partner/husband just get him to set a new air b and b account up for bookings in the future. Though that would put me off giving them any more business.

Thanks both @katesalter and @TimeForABreak4 . The current booking is quite a long one, so I don't think AirBnB will keep the conversation going for as long as I am staying...I do have an emergency card I was trying not to use, but I think the time has come to use it! I'm never using AirBnB again!

Go through air bnb channels and dispute the claim. We have had this twice and both times didn't have to pay. But maybe put a block on the card they have just in case and use the emergency one?

We recently stayed in a lodge in the UK. It needed a lot of maintenance that just wasn’t being done. We didn’t read beyond the first page of reviews before booking, but I wished I had. There were quite a few issues. Filthy carpets, mold and mildew in both bathrooms, cobwebs everywhere, but the kitchen was the worst. So much wear and tear damage and the laminate was peeling off all the doors. They even admitted on one of their reviews the kitchen was due to be replaced, and that was a year ago but still not done. The member of our party that booked, contacted Airbnb themselves directly to report all this and many other things and said we don’t require a refund but you should know this listing is not fit for purpose and should be inspected asap. We left a night early as we couldn’t use the filthy oven and the extractor didn’t work for the hob. Not just this but just generally everything was just not quite right. Airbnb refunded the nights stay and the cleaning fee, even though my friend who booked said we did not require a refund.

3 days later the host put in a claim for hundreds of £ in damages, which my friend disputed of course, as it was all wear and tear damage that we had not done and mostly related to the kitchen which many reviewers had noted was particularly bad.

A week after this they submitted a report to say multiple witnesses saw a child in our party outside the lodge being choked by a male member of our party. 😳 I wish I was joking. Unhinged beyond comprehension. My friend pointed out if it had happened, which it most definitely did not, wouldn’t one of these multiple witnesses have rang the police immediately?! Airbnb investigated and eventually closed the report with no action taken. It was malicious clearly as was the damages claim. Then 3 weeks after the stay Airbnb ruled in the hosts favour for the “damages”. The friend had already cancelled her registered card. She has appealed and made it clear under no circumstances will she be paying for wear and tear damage, to the hosts property. It’s a total scam and they aren’t interested because it will be claimed likely on the insurance hosts pay.

The majority of hosts are genuinely lovely people with no issues. But due to this situation. I personally will never book via them ever again and neither will my friend, she’s asked them to close her account and she has 10 years worth of 5* reviews. It’s been a very stressful and upsetting time and still not over. Who wants to be going into holiday accommodation and having to document every scratch, scuff or poorly maintained area, and be on edge the whole time. No thanks. Just crazy!