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Thread: Airbnb dispute

  1. #1
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    Airbnb dispute

    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.


    Last edited by aquaman; 10-20-2018 at 11:17 AM.
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  2. #2
    Aruba since 1979
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    Andrea J.'s Avatar
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    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.

  3. #3
    Senior Member cpjones's Avatar
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    Just horrible.... some people have no class. I really hope it gets resolved to your satisfaction.
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  4. #4
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    Quote Originally Posted by Andrea J. View Post
    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
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  5. #5
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    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?



    Quote Originally Posted by aquaman View Post
    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

  6. #6
    Senior Member Pegmeister's Avatar
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    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.

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  7. #7
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    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






    Quote Originally Posted by Andrea J. View Post
    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?
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  8. #8
    Senior Member Aruba4ever's Avatar
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    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.

  9. #9
    Super Moderator Jacki's Avatar
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    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.



    Jacki ~ loving Aruba from NJ
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  10. #10
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    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.

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