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Old 28.12.2015, 09:06
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Airbnb problems and claiming money back from host

Good morning all,
Recently my family and I stayed in an Airbnb in Ferney-Voltaire. We booked the apartment through Airbnb. However we needed to extend our stay and did this directly through the host. Within a few days of doing this the internet connection was lost (host forgot to pay the bill). This lasted for a week. We needed internet for work. The internet was reconnected after a week. However, then the water was switched off resulting in no running water at all. Once again host did not pay his bill. There were 2 adults and 2 children staying in an inhabitable place for two nights before the host said he would pay for alternative accommodation for us. This was arranged by the host, who said in a text message that he would cover the cost. However when we got there he had NOT paid and we had to pay.

The long and sort of it, is I have provided the host with my bank details over 3 weeks ago. I have rung, emailed, texted him at least three times a week with no response at all. Airbnb are unable to help us because this was a period outside of the booking with them.

Please advise if there is a small claims tribunal or some legal way to get our money from this man? We are out of pocket a little over 700€ and this is a lot of money for a family of 4 who are in the processing of relocating to a new country.

I would appreciate any advice out there at all.
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Old 28.12.2015, 10:33
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Re: Airbnb problems and claiming money back from host

Take it up with Airbnb, though I suspect if you bypassed their payment system (and their commission) they'll give you short shrift.
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Old 28.12.2015, 10:47
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Re: Airbnb problems and claiming money back from host

You went directly so you only have recourse for that period through the host.
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Old 28.12.2015, 10:52
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Re: Airbnb problems and claiming money back from host

This web page explains how to file a debt enforcement (poursuite, Betreibung):

https://www.ch.ch/en/debt-enforcement-request/
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Old 28.12.2015, 11:21
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Re: Airbnb problems and claiming money back from host

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This web page explains how to file a debt enforcement (poursuite, Betreibung):

https://www.ch.ch/en/debt-enforcement-request/
Thats for debts in Switzerland so won't help the OP at all.
https://fr.wikipedia.org/wiki/Ferney-Voltaire
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Old 28.12.2015, 11:45
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Re: Airbnb problems and claiming money back from host

Airbnb is not a hotel and shouldn't be treated as such. Airbnb are not responsible if you don't pay them their fees as the broker to your sleeping agreement.

I see you are moving I help with Removals
I can try to ease your money shortfalls by offering to help you with your removal at a low cost.

As per this guy who rented to you I think it will be more expensive then what it is worth of what you get in return. Sorry.
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Old 28.12.2015, 11:55
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Re: Airbnb problems and claiming money back from host

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Good morning all,
Recently my family and I stayed in an Airbnb in Ferney-Voltaire. We booked the apartment through Airbnb. However we needed to extend our stay and did this directly through the host. Within a few days of doing this the internet connection was lost (host forgot to pay the bill). This lasted for a week. We needed internet for work. The internet was reconnected after a week. However, then the water was switched off resulting in no running water at all. Once again host did not pay his bill. There were 2 adults and 2 children staying in an inhabitable place for two nights before the host said he would pay for alternative accommodation for us. This was arranged by the host, who said in a text message that he would cover the cost. However when we got there he had NOT paid and we had to pay.

The long and sort of it, is I have provided the host with my bank details over 3 weeks ago. I have rung, emailed, texted him at least three times a week with no response at all. Airbnb are unable to help us because this was a period outside of the booking with them.

Please advise if there is a small claims tribunal or some legal way to get our money from this man? We are out of pocket a little over 700€ and this is a lot of money for a family of 4 who are in the processing of relocating to a new country.

I would appreciate any advice out there at all.
Three weeks to pay is the blink of an eye to someone who lets people stay in his home and doesn't pay the water bill. Clearly the guy will promise you anything, but doesn't have the money. For €700 I would walk away.
You are likely to find yourself at the end of a long queue of people wanting money from him...
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Old 29.12.2015, 23:31
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Re: Airbnb problems and claiming money back from host

I had terrible experience with Airb2b in Zurich and since then I am avoiding air b2b services. Hotels even cheaper are always better and safer choice.

In case anything is wrong with your room/apartment you can complain and have your room changed. You can also cancel and move somewhere else. With big companies/chains it is easier as they take care of each client.
My host was mentally unstable liar who sent a letter full of lies and accusations to air b2b management after we left. After all it turned out to be a draft which he didn't sent but making up fake story about two of us shows how crazy this person was.
He said smg about us destroying his flat and furniture and neighbors complaint about the noise. i was shocked to read it as it was full of disgusting lies and he really took time to make it all up.

I sent him pictures of his house showing how incredibly dirty this place was. I said smg about negative comment on air b2b of we don't find a solution as I didnt want to stay in dirty house. Also charging someone a lot of money and not cleaning before, not buying even basic set of linens/towels is really disrespectful.
We were promised double bed. This is how it was described on his profile. In fact it was small sofa max for 1 person as the other half had piece of metal sticking out. We got dusty, smelly duvet and small not matching pillows - there was no normal duvet set for us to sleep.

After my complain he asked his even crazier girlfriend to call me. She said my comment about sending negative opinion to air b2b is a threat and she will educate me on the Swiss law as I don't know shit and she will sue me

We stayed for many days (about 7) and my partner asked if we could get some discount. The host agreed with no problem and as per agreement should have charged us 250 chf less.
We asked them for this money many times but he simply keeps ignoring us.
Once he was sick and then he was traveling to South Africa. we never got the money and for some reason sending opinion about my experience was not possible. This guy has about 23 positive opinions but this just can't be right.

during first minutes of our conversation he mentioned German business woman who was " so terrible" as she complained about his place and wanted to leave it. She demanded to get money back and he had "a lot of problems with her". He was stupid enough to tell us this so for sure we are not the only guest who suffered because of his terrible attitude.

Traumatic experience. I will not be trying airb2b again. It was not worth it.

Last edited by IzabelaInZug; 29.12.2015 at 23:43.
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Old 30.12.2015, 00:11
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Re: Airbnb problems and claiming money back from host

Well that sucks. I've had nothing but great experiences.


So much so that I've recommended it to many others, who have also had great experiences. My sister now rents out her previous flat through Airbnb. It's helped her financially, and all of her guests have had great experiences staying there as well.


luck of the draw for you, maybe?
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Old 30.12.2015, 15:11
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Re: Airbnb problems and claiming money back from host

We've had nothing but good experience with Airbnb, though our expectations are on a level with a bed and breakfast, rather than a large chain hotel. We also check out previous reviews.

I like their review system as it minimises "revenge" bad reviews because the owner and renter can't see each other's review until both have been submitted and there is an option to reply. Though I guess in your case, the owner will have known you weren't happy before reading your review.
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Old 02.01.2016, 17:38
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Re: Airbnb problems and claiming money back from host

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We've had nothing but good experience with Airbnb, though our expectations are on a level with a bed and breakfast, rather than a large chain hotel. We also check out previous reviews.

I like their review system as it minimises "revenge" bad reviews because the owner and renter can't see each other's review until both have been submitted and there is an option to reply. Though I guess in your case, the owner will have known you weren't happy before reading your review.
Nothing to do with revenge. I described how it was without changing anything but of course you like to show I deserved it. I did not and I was not the only one in this situation.
If you are not sure how it was read it again and cut this bullshit please.
Obviously I was not lucky and that's why I won't be trying again.I entered dirty place with stinky duvet - they owner was running around like a mad dog trying to clean the place and opening the windows to get some fresh air. He was not ready for any guests. The studio was loud at night and in a letter about me as a customer he wrote about neighbors complainig about noises. Not true as on that night I was alone in the flat, watching tv and went to sleep early while hearing people in the building talking loudly and playing guitar. Things like this never happen where I live or lived before. My fault?
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Old 02.01.2016, 17:48
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Re: Airbnb problems and claiming money back from host

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We've had nothing but good experience with Airbnb, though our expectations are on a level with a bed and breakfast, rather than a large chain hotel. We also check out previous reviews.

I like their review system as it minimises "revenge" bad reviews because the owner and renter can't see each other's review until both have been submitted and there is an option to reply. Though I guess in your case, the owner will have known you weren't happy before reading your review.

The fact that you had good experiences does not mean one can't have bad luck.
Not sure what you are trying to say. Btw. Curtains were attached so badly they were falling from the rail all the time.
This guy told b2b staff he had to "replace " rugs and furniture after our stay as we demolishe his flat. We cleaned to show him how it should be done when guests arrive. The flat looked better than before we arrived. I wishe I saved those photos. You will try to prove now I did it or we did smg equally bad...
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Old 02.01.2016, 17:55
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Re: Airbnb problems and claiming money back from host

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Nothing to do with revenge. I described how it was without changing anything but of course you like to show I deserved it. I did not and I was not the only one in this situation.
If you are not sure how it was read it again and cut this bullshit please.
Obviously I was not lucky and that's why I won't be trying again.I entered dirty place with stinky duvet - they owner was running around like a mad dog trying to clean the place and opening the windows to get some fresh air. He was not ready for any guests. The studio was loud at night and in a letter about me as a customer he wrote about neighbors complainig about noises. Not true as on that night I was alone in the flat, watching tv and went to sleep early while hearing people in the building talking loudly and playing guitar. Things like this never happen where I live or lived before. My fault?
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The fact that you had good experiences does not mean one can't have bad luck.
Not sure what you are trying to say. Btw. Curtains were attached so badly they were falling from the rail all the time.
This guy told b2b staff he had to "replace " rugs and furniture after our stay as we demolishe his flat. We cleaned to show him how it should be done when guests arrive. The flat looked better than before we arrived. I wishe I saved those photos. You will try to prove now I did it or we did smg equally bad...
Since Mirfield didn't actually quite your post how do you know he was referring to you and not the OP.
I assumed he was replying to the OP since he referred to Airbnb which was the organisation used by the OP and not airb2b which is who you have a gripe with. ( and who I assume are a different organisation.)
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Old 02.01.2016, 19:12
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Re: Airbnb problems and claiming money back from host

Beware of airbnb reviews! As a host, I've learned to read them carefully and treat reviews that are less than enthusiastic as being negative. I left a negative review about some renters who arrived with more than the agreed upon number of guests, left the home in a state of chaos, stopped up the toilet and flooded my bathroom and the downstairs neighbor's bathroom - and then denied everything! I claimed damages through airbnb mediation, but not only didn't I get any money, but the review I left them was also deleted. My claim stated the facts, listing items and how much I was claiming. In my review I stated in which manner they didn't meet my expectations and that they were not welcome back.
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Old 03.01.2016, 17:28
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Re: Airbnb problems and claiming money back from host

I no longer use airbnb after having an unpleasant experience where the host advertised the property with a private parking but then backed out so I asked for cancellation of my reservation (well in advance). Their customer service didn't do anything and I was still charged the fees in the end which were about 50% of the total amount.
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Old 03.01.2016, 22:14
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Re: Airbnb problems and claiming money back from host

It all depends where the domicile of your host is. If it's in France I am afraid you can only go to a french tribunal (french law has a simplier procedure to get your money back called injonction but it's for a simple cases when u have a written contract or a clear proof, which I don't believe is a case here). For sums smaller than 4000 euros you have to pay only 35 € to start a case (http://www.cidj.com/tout-savoir-sur-...ction-de-payer - the info is in faq section) but u have to be prepared to eventually hire a lawyer, if it's complicated.
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Old 04.01.2016, 13:30
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Re: Airbnb problems and claiming money back from host

Not much help from me for the OP's issue but my family have tried AirBnB twice (both as renters)... and our experience was excellent. Both times we rented the whole house, the hosts were very nice and the house was "as advertised". Of course, I sift through the reviews first and I tend to avoid properties with less than 10 feedback.
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Old 04.01.2016, 13:56
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Re: Airbnb problems and claiming money back from host

I feel sorry for those who had really bad experiences with airbnb hosts. It is even sadder to hear airbnb team is not objective when there occur disputes between the renters and the hosts, where the renters become victims. That kind of makes me think before renting a room for more than one night.

Happy New Year!
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Old 04.01.2016, 14:45
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Re: Airbnb problems and claiming money back from host

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Well that sucks. I've had nothing but great experiences.
I've had great experiences as well. We rent out a room on airbnb, and even have a few "regulars" now, so we must be doing it right (or maybe we're to cheap :-).
I've had great stays at airbnb hosts myself as well.
I only stay in hotels now when the company is paying.
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Old 08.01.2016, 09:00
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Re: Airbnb problems and claiming money back from host

Well, at least you didn't have this problem.

An Australian family was caught in a police sting after unwittingly renting a drug house through Airbnb.

http://www.bbc.com/news/world-australia-35258683
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