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aquaman
10-20-2018, 10:11 AM
A warning for all owners who may rent out vacation homes through airbnb

We own a couple of Villas on the Island. For almost 10 years we have rented out to vacationers and 99% of the rentals have been great. Satisfied and happy vacationers.

In August this year, our luck changed. We rented to a Dutch family who totally disrespected our house. The reservation was made through airbnb who stated that they had verified the renter. All seemed well.

The first day they moved in the complaints started, from stupid comments like "We don't like the taste of the water in the swimming pool" to "We don't think cooking with gas is safe" Then they broke a toilet,. This was followed by drapes being pulled down. "The fridge makes a noise and we can't sleep."

Each and every time we were advised of any issue we had our property manager involved and he visited the house within an hour. On several occasions, he had to tell the renter to stop having their kids jumping on the furniture and dropping food on the expensive furniture. In addition, they did not know how to light the BBQ and demanded the property manager to go and light it.

The renter was moving to the island to take a position with a bank. They had already rented a long-term house and it seems the house became available sooner than they planned. We were sympathetic and refunded some money to them as a goodwill gesture. We found out that they did not pay the rent....it was their employer, yet they pocketed the money.

They walked out early and left the house ina disgusting condition. Unflushed feces in toilets, open food on counters, wet towels on beds and furnishings, broken artifacts and glass ornaments, caked on filth and food on the outside patio.

I could go on..but I think this describes it somewhat.

After they left, neither our administration manager nor the property manager could believe the mess the house was left in. For example, in July we had the furniture professionally recovered at a cost of thousands. The kids jumped all over it and ground in food, spilled greasy food on it and there are dirty muddy footprints on it.

We photographed and video recorded all this along with reports from both the property manager and admin lady and forwarded all this to airbnb. They recorded everything. Then the bizarre happened. The wife made a complaint to airbnb who issued her a refund. Subsequently,airbnb agreed with us and decided to partially cover the costs to clean and repair. The amount they agreed they will not send us as they had refunded money to the renter. They did not contact us before refunding money to the renter. airbnb admit that someone in the organization made a mistake. We have been calling 2-3 times a week and so far have been unable to get any resolution.

We will probably be forced to go legal at this point.

In reviewing other owners entry in an airbnb blog, it seems we are not alone in having this experience.

Owners are warned. Don't expect airbnb to be on your side if things go wrong.

John


PS We also found out after the renter left that illegal drugs were used in thre house during their stay. We have a witness. airbnb admit that this alone contravenes their policy. That should be enough to bring this to a conclusion, but it hasnt.

Andrea J.
10-20-2018, 10:16 AM
well, that is just horrible.
being an owner is very difficult and frustrating.
i cannot imagine your predicament.
to me it makes it not worthwhile.......more trouble than it's worth?
this is not the first time that you have had issues with bad renters/tenants.

cpjones
10-20-2018, 11:03 AM
Just horrible.... some people have no class. I really hope it gets resolved to your satisfaction.

aquaman
10-20-2018, 11:04 AM
well, that is just horrible.
being an owner is very difficult and frustrating.
i cannot imagine your predicament.
to me it makes it not worthwhile.......more trouble than it's worth?
this is not the first time that you have had issues with bad renters/tenants.Hi

You are correct. In all cases it has been someone moving to the island. That is one of the common threads. In all we have had a total of 3 other that this one

Andrea J.
10-20-2018, 11:16 AM
my son is on an extended business trip (4 mos) to Point Loma San Diego.
he is in an airBnb cottage in SanDiego and the owner or manager comes in weekly to inspect.
he has been there now since early August and just recently the owner/manager, said to our son....no more inspections, you are A-OK.
so apparently, some of these renters are: vandals, pigs, squatters (choose a word )

what can you (or other aruba property owners) do to avoid such frustrations and financial horror?




Hi

You are correct. In all cases it has been someone moving to the island. That is one of the common threads. In all we have had a total of 3 other that this one

Pegmeister
10-20-2018, 11:27 AM
So sorry to hear this John. For the life of me I will not understand some people. We hear less than favorable things about Airbandb in our area as well. I hope you get a resolution quickly.

aquaman
10-20-2018, 11:30 AM
There are definitely good renters. As I mentioned 99% of ours have been great. It just takes a few to do the damage. We rely on the representation of airbnb that they verify and vet the renter. Obviously, they can't catch all the bad ones







my son is on an extended business trip (4 mos) to Point Loma San Diego.
he is in an airBnb cottage in SanDiego and the owner or manager comes in weekly to inspect.
he has been there now since early August and just recently the owner/manager, said to our son....no more inspections, you are A-OK.
so apparently, some of these renters are: vandals, pigs, squatters (choose a word )

what can you (or other aruba property owners) do to avoid such frustrations and financial horror?

Aruba4ever
10-20-2018, 01:06 PM
I am with Andrea, not worth the headaches to me for sure. Not know what will/could happen to my property would drive me nuts...and when something happened I would want to hurt the individual...so being a landlord is not something I will pursue, lol.

Sorry for the headaches.

Jacki
10-21-2018, 06:51 PM
Seems that you need to be there constantly if you are going to rent it out. Just like a property owner/mgr in the states. You have to drop in and inspect on occasion.

gaby
10-22-2018, 03:50 AM
someone on Trip had a problem with Airbnb but on the other side, as a renter. Could not get anywhere with customer service. I have heard so many stories about Airbnb on other forums AND articles in the newspapers. I don't think they vet either the renters or the owners. I would never rent from them. I will stick with Vrbo/HomeAway. Never had a problem with them anywhere I rented.

LeaveTheKidsWithMom
10-22-2018, 01:31 PM
That's a shame John, hope you get it resolved.

We rented through airbnb and we were NOT vetted.

bhoffdhoff
10-22-2018, 05:35 PM
Sorry to hear the trouble you're having. I, too, hope you get it resolved. Must be very discouraging. Grrrr!

coldsteel337
10-23-2018, 08:20 AM
What a horrible experience. We had a similar experience with a house we used to rent out ( 1 to 3 year leases ). 3 great tenants and 1 who caused thousands in damages. I hope you come out ok

aquaman
10-23-2018, 09:38 AM
We are still fighting with airbnb. They stall and lie. Guarantee to call back and never do

danadog56
10-23-2018, 06:38 PM
Wow...speechless....and that says something because I ALWAYS have something to say !!!

robin
10-23-2018, 10:11 PM
I hope you get this resolved sooner rather than later to your satisfaction.

We have issues with homes(long term leases) that we rent in our city. Mostly good tenants, but it only takes one to make you question what the #*&% people think to behave the way that they do. In our case, it has been mostly non-payment and not leaving it clean.

aquaman
10-24-2018, 09:29 AM
Well....finally airbnb contatcted us and made a magnaminious offer.........$50

Pegmeister
10-24-2018, 10:04 AM
Wow, that is infuriating!!

robin
11-04-2018, 07:36 PM
Have you thought about going to his employer since they were paying for it? Or going to the renter and tell them that you know they were using illegal drugs and if they do not pay for the damages that you will go to his employer?

aquaman
11-05-2018, 08:58 AM
Have you thought about going to his employer since they were paying for it? Or going to the renter and tell them that you know they were using illegal drugs and if they do not pay for the damages that you will go to his employer?

Hi Robin. It reaches a point where the frustration becomes too much and the time required is excessive. I have cancelled my properties that were listed with Airbnb and cancelled all the existing bookings. I contacted the future guests and advised them of the situation. They understood and got 100% refunds from Airbnb. They have been rebooked through a competitor. Loss of business for Airbnb. I also posted on Airbnbhell.com about the experience

robin
11-05-2018, 10:18 AM
I get it. I have condo at the shore by us. I've rented/let friends and family use it while we are not there. Only one has taken care of it the way I would. I spent a lot of time recleaning it and looking for things. There are missing towels, things left behind, things broken, etc. I'm tired. I put it on the market.


Hi Robin. It reaches a point where the frustration becomes too much and the time required is excessive. I have cancelled my properties that were listed with Airbnb and cancelled all the existing bookings. I contacted the future guests and advised them of the situation. They understood and got 100% refunds from Airbnb. They have been rebooked through a competitor. Loss of business for Airbnb. I also posted on Airbnbhell.com about the experience

arubanita
12-08-2018, 01:14 PM
Hi Robin. It reaches a point where the frustration becomes too much and the time required is excessive. I have cancelled my properties that were listed with Airbnb and cancelled all the existing bookings. I contacted the future guests and advised them of the situation. They understood and got 100% refunds from Airbnb. They have been rebooked through a competitor. Loss of business for Airbnb. I also posted on Airbnbhell.com about the experience

Well that explains why I couldn't find your listing on airbnb. I had it bookmarked before and wanted to send a couple to your place. I am sorry to hear this happened to you. It is outrageous to hear that people actually behave this way!

Andrea J.
12-08-2018, 03:57 PM
welcome to your first posting arubanita.
Well that explains why I couldn't find your listing on airbnb. I had it bookmarked before and wanted to send a couple to your place. I am sorry to hear this happened to you. It is outrageous to hear that people actually behave this way!

aquaman
03-26-2019, 01:50 PM
Well all, time for an update.

The fiasco happened mid-October and as some here know, I fought long and hard with airbnb through their "customer care" call centers. I was lied to, mislead and generally made to feel inconsequential as a customer and property owner. They closed the case on me 3 times and kept requesting more material including videos. All was sent, only to be told they had no way of viewing the video.

For months I have considered this on and off. Finally just over a week ago, I lodged a complaint vis California Better Business Bureau. This got the attention of the head office in California. 3 separate people were in contact for info and to keep me appraised of the fact they were examing the matter.

Imagine my surprise today when I received an email advising me they had done a full reimbursement for damages and as a goodwill gesture they sent an extra $250.

It shows the power of the Better Business Bureau and why one should not just accept what customer care or support people tell you is not possible.

As Shakespeare said... Alls well ends well.

lucky
03-26-2019, 02:23 PM
Good for you,persistence pays :cool:

robin
03-26-2019, 04:43 PM
I am so glad you got your money back even though you really had to work for it. It is shame how people treat someone's home and it makes you wonder what they are thinking.

aquaman
03-26-2019, 06:00 PM
I am so glad you got your money back even though you really had to work for it. It is a shame how people treat someone's home and it makes you wonder what they are thinking.

Thanks.....they aren't thinking. Also called USERS

Sue M.
03-26-2019, 08:18 PM
Finally. Glad you got this resolved.

nancyg56
03-27-2019, 04:48 AM
Wow! I read your story and I wish I coudl say I was shocked, however I am sorry to say I was not. I am so glad you finally were able to be recompensed for the damage, but honestly the stress! I am glad you refused to give up though. No one shoudl have their property treated in such a manner, and then have the company entrusted with it to renege on their promise.