When Airbnb goes wrong: Cancellations and covert listings (Marketplace)

When Airbnb goes wrong: Cancellations and covert listings (Marketplace)

[engine roars]
[indistinct radio chatter] [Charlsie] We’re in
Canada’s largest airport. The perfect place to
survey travellers about Airbnb. And what were your
experiences like? Good.
I really liked it. It was close to a subway. Like, everything
was just perfect. Our ones in Italy
were really great. [Charlsie] Mmm-hmm. The magic of travelling. [Charlsie] Ah yes, the
magic of travelling. It’s exactly what Airbnb is
selling and they’ve built a $30 billion dollar business on it… Together. All in one place. [Charlsie] With more
than 6 million listings, Airbnb is the biggest home
sharing brand in the world. You get a lot more options. It’s a lot cheaper
than an all-inclusive. It’s like home. Home away from home. [♪♪] [Charlsie] But before you click
on what looks like your dream suite, find out what to do
when Airbnb goes “Airb-n-bad”. [Charlsie] It’s
winter in Alberta, so naturally, David Jackel
makes plans to spend a few weeks somewhere warm. We kind of deemed this as
my 50th birthday present. So yeah it was a little bit more
than just our usual getaway. [Charlsie] Arranging that much
time off from his job as a crane technician takes a
lot of planning. But eventually, he books an
Airbnb for him and his wife Kelly in Huatulco,
Mexico– six months in advance. He spends $1,300 for a
five-week stay. The place was exactly
what we wanted. And the price almost
seemed too good to be true. [Charlsie] Turns out…it was. So I believe it would
have been Friday night, I get a text saying that
our host has cancelled on us. [Charlsie] And you’re
supposed to check in– Monday. Right? And I’m just like okay
so this is just a joke. This is– they’re having
some fun with me right, you know. And then it’s like okay now
this has just gotten serious. [Charlsie] And get
this, at the last minute, David says the only good
alternative was over $6,000 more! So he asks Airbnb to
cover the price difference. I was never doing this to be
malicious or to try and screw Airbnb out of money. But I don’t wanna be out money. I don’t see where this ends up
being a me issue when the host goes and cancels on me. [Charlsie] So was this
an isolated incident? To find out we need to bring
together two other giants. Dan Weber is the founder
of, a website that publishes horror
stories written by Airbnb users. He launched the site in 2013
after a bad hosting experience. Asher Fergusson is
a travel blogger. He analysed 1,000 Airbnb guest
stories and he’s got the scoop on the most common complaints. You guys had heard of
each other but you’ve never met before.
-Correct. You did a deep dive into this. What are the most
common things that go wrong? So the most common is actually
the host cancels the stay. Typically, last minute. So, you get off
the plane in Paris, you get a notification,
you have no accommodation. [Charlsie] Just what
happened to David. Airbnb offers David
similarly priced alternatives, but he says they
just didn’t compare. When I was looking at these it
was like this is not even close. [Charlsie] So you didn’t
feel like they compared? No.
Right? And I mean price wise the
comparison was spot on. Amenity wise and
everything else, not even close. [Charlsie] Remember,
David is a planner. He booked his original rental
months in advance to get the best deal. At the last minute… He says the only
similar listing was $7400. That’s more than
$6000 dollars difference. [Charlsie] So after weeks
of exchanging messages, he’s on the phone making his
case to a customer service rep. [Charlsie] If your host cancels
at the last minute and your new place costs more, Airbnb
says, “we may help by covering a portion of the difference”. [Charlsie] David put
$920 down when he booked, so his rebooking
credit is 10% or $92.00. No, I did see the $92 credit. [Charlsie] But
David’s not giving up. He’s going to keep
fighting for that refund. I wake up every night
and trying to figure out where did this go wrong? Why, you know–
I don’t wanna be, “Why me, why me, why
me,” but you know, where is their support? [Charlsie] So, what
should Airbnb do? Our experts are divided. I’m not sure, giving six grand
or something would make sense. I think it’s one of these things
where you gotta have a platform that doesn’t even
allow this to happen. If they had to
compensate everyone, it would end the
business overnight. I would argue, yes, Airbnb
should pay for it. Reason being, that motivates
them to do the right thing and actually police their own
platform in the first place. [Charlsie] Tell me about
your experience with Airbnb. What’s it been like? Night number 1 was great,
night number 2 the host cancelled on us. We were left in Munich trying to
figure out where we were going to stay the next night. [Charlsie] Who
picked up the tab? We did. [Charlsie] Did
that happen to you? Yes, in New York City. I just communicated with
the host saying I’ll see you tomorrow kind of thing, and
he had double booked it. He cancelled on me last minute. [Charlsie] Did
Airbnb help you out? No. They sometimes
get better offers, and that’s often what they do– They get a better offer. Yeah, they’re on VRBO,
they’re on Airbnb, and whoever pays them the most
money they kick the other person off. [Charlsie] Asher has a similar
theory about what might be behind some of the
last-minute cancellations. That’s often connected to a scam
where the host has different listings on Airbnb and
maybe other rental websites. And they list them at
different price points. And then, when the lower
price point is taken over by the higher price, they cancel
the lower price point guest. Because they make more money. And they do it last minute. [Charlsie] Airbnb won’t
talk to us on camera about cancellations, but tells
us “negative incidents are extremely rare,”
adding, when they do happen, the company says it tries
to make them right. So, is there anything you can do
to avoid what happened to David? The last-minute
cancellation is a hard one. I mean, they can
do their research, they can look up the host,
they can read the reviews, contact the host, ask questions,
try to get a sense of how responsible and, and
responsive this person is. I think staying with hosts who
have only 5-star reviews and a lot of them. Like, at least 50 to 100. The more the better. And they now have this
service, Airbnb Plus. Also, Super Host. Both of those are way more
likely to not cancel then someone who doesn’t
have those status. [♪♪] [Charlsie] We get a third
opinion from an expert in the sharing economy. Ryerson University
professor Kernaghan Webb. You come to the hotel, you
were booked at the hotel, you get there and hey
there isn’t room available. Or you go to the room and
it’s smelly or whatever. And what do hotels do? They adjust on the spot. If you don’t up your game
constantly to keep your customers satisfied, you will
lose your customers. [♪♪] [Charlsie] Looks like Airbnb
does some adjusting for David after we get involved. So you are back in Mexico and
loving it. [Charlsie] Finally after I think
it was nearly three months of back and forth
emails, phone calls, to finally get the news
that you were hoping for. Yes, they did come up
with the compensation. They did come up with the
difference that it did cost me. [Charlsie] David’s
total refund: $6400. David, do you
know that this is a $30 billion company and you took
them on and you won? [Charlsie] How to avoid
a vacation nightmare? [♪♪] [Charlsie] We’re back, getting
to the bottom of some common Airbnb issues. And our investigation brings
us to Toronto where one of our producers is picking up the keys
to a “luxury” condo just outside of downtown. [Charlsie] The listing
describes a one bedroom, one bathroom unit with access
to amenities like a pool and hot tub. The rules seem simple enough– No noise after 10:00pm,
no parties, no smoking. But we’re interested in a rule
that isn’t found on the listing. A rule Patricia Payne only
learns about after she had already booked the
very same suite. Last summer Patricia
and her boyfriend drove all the way from Labrador City to
Toronto to visit family. Her family recommends Airbnb. So, you spent a couple days in
the car and then that’s it right there, that’s the Airbnb. Yeah that’s it. [Charlsie] And what did you
think when you first pulled up? Man, I thought it was huge! I’ve never stayed in
a building so high. [Charlsie] It’s $133 per
night for a whole condo unit. The selling point was definitely
the parking and then all of the amenities were kind of an
exciting extra because we didn’t expect to find a full house to
stay in with a pool and a hot tub and everything. [Charlsie] Great, so it sounds
like it was the perfect spot. -Sounded fancy.
-Yeah. [Charlsie] But three days after
booking, the host surprises her with new rules she
didn’t sign up for. So, he gives me the
rules and the address, and says “some
notes about my stay.” The first thing that he says
is if anyone asks you’re just visiting. Please don’t mention
Airbnb or short-term rental. It’s prohibited in the
condominium building. [Charlsie] Huh? And then he goes onto
say that I should not, in all caps, not talk to
concierge or security in the building. So what were you thinking when
you read it’s prohibited in the condominium building? I kind of panicked and I was not
sure what to do. [Charlsie] So what are the
chances you’ll end up in a “covert” Airbnb? Well, Dan has a confession for
us from his own experience as a former host. I mean, I’ll
testify myself, I was, when I first started as a
host, way back in the day, I wasn’t supposed to do it
there. [Charlsie] We appreciate
your honesty, Dan. They have to know
it’s happening. This is fairly
simple data to collect. They could also have a, a very
simple sign up platform where all of these
apartment managers just say, I, I want this
address blacklisted. Also, when you’re
creating a host account, you could submit documentation
yourself showing what are the covenants of that building. What, are you even the
legal owner of that? What were you most worried about
while you were staying here? I was most concerned about
being confronted by somebody who worked there since it was
technically against the rules and I was concerned about
eventually maybe having to leave and scramble to find
a new place to stay. [Charlsie] Did you
make it to the gym? Did you make it to the pool? No, we didn’t. We don’t even know where in
the building it might be. [Charlsie] Just because you
were concerned about having that awkward exchange– Yeah. Or getting kicked out? Yeah, definitely. [Charlsie] So we decide to
book Patricia’s unit too. No mention of sneaking
around on the listing. Maybe Airbnb is
allowed in the building now? But sure enough before check-in,
we get an email with the same set of instructions. [Charlsie] And when we meet
our host on check-in day… He gives another gentle
reminder before we walk in. [Charlsie] Our producer
asks for an explanation. [Charlsie] Everywhere? Is it like this in every city? A viewer tells us about a
similar experience while visiting Ottawa last spring. “I felt very uncomfortable,
especially when I saw a notice in the elevator stating ‘no
short term rentals– condo is under 24 hour supervision.'” So we book with the host but end
up in a different suite, in a different building. Still, the
message is the same… Important– please do not
talk to the building staff. If being asked, always address
yourself as a resident or a tenant. And never as a guest of Airbnb. Please do not
disclose my unit number. [Charlsie] The viewer complains
to Airbnb and receives a refund– but check this out. The host’s profile
lists similar complaints. But he’s still in business
despite the critical reviews. That’s called a
misrepresentation by the lodging provider to Airbnb. So that could lead to a
situation where subsequently there’s a complaint. At which point Airbnb might say,
“I’m revoking your ability to provide lodging service.” But that’s a kind of a
long-distance regulatory role. [Charlsie] Translation? Airbnb could do more to make
sure hosts play by the rules. When we ask Airbnb about
preventing covert rentals they say hosts must agree to comply
with local rules before listing a space. So, if you’ve booked
a covert Airbnb stay… what should you do? I think I would immediately
contact Airbnb and say what do I do in this case? And document everything
through the platform. Don’t like write messages to the
host outside of the platform. Have a paper trail to
show that this happened. And then I would
demand a refund. If I were to book another
Airbnb and somebody pulled the same thing, I definitely like–
I probably wouldn’t do it [Charlsie] Just ’cause. It wasn’t a good time. [Charlsie] Neighbourhood
watch on your marketplace. [Charlsie] We asked about
your experiences with Airbnb. Many of you sent
us glowing reviews. I love it. Very accommodating. I like them. [Charlsie] And
then there’s this, from an Airbnb ‘er who
stayed in downtown Toronto. A dirty carpet, a stained couch,
and when she stripped the bed on checkout day,
stains on the mattress. She complained to Airbnb and was
refunded the $100 cleaning fee for her stay. So far we’re uncovering some
of the ways your Airbnb can go AirBnBad as a guest. But what happens when
Airbnb moves in next door? Prince Abiona is
called the “Airbnb hunter”. He knows exactly
what he’s looking for, so it’s just a matter of
finding the right listing… And shutting it down. If for this particular building,
I guarantee we’ll find out within 24 hours. [Charlsie] You’re that good. I’d say yes. [Charlsie] Prince is the
building supervisor at this downtown Toronto condo. About 8 years it
banned short-term rentals. He works alongside condo board
president Chris Devita to ensure that Airbnb and others stay out. This is what
they’re trying to avoid. The 19-year-old has been charged
with mischief endangering life, damage of property and
being a common nuisance [Charlsie] It’s believed
the woman in the video, Marcella Zoia was staying
in an Airbnb in Toronto. But Chris is also concerned
about a different kind of threat from short-term rentals… The Biggest contributor
to the negative aspect is, again, the lack of community. You can’t be friends with
people who’re just ghosts. They just come and go. It’s nice here because, I know a
lot of condos filled with people who don’t want to
know their neighbours, but here it seems to
be a bit different. [Charlsie] Prince doesn’t want
to reveal all of his methods, but he gives us a sense of
how the process unfolds. We don’t necessarily
have to pay you a visit, we just have to make sure that
we document everything we do in this regard right. So we make sure that we process
a first warning notice from our management office, right direct
to the owner of the condo. [Charlsie] After
the first warning, comes a second. The third warning comes from a
lawyer– along with $600 charge for the cost of the letter. Some might say it’s a
heavy-handed approach, but Chris has seen the
results of guests gone wild. So tell me Chris,
when you were talking about bad incidents, what are some of the
things that were damaged or went wrong? We had a party of some
20 something people. [Charlsie] 20
something people, okay. And it spilled out
into the hallway, a lot of drinks being spilled, a
lot of other bodily fluids being spilled, and of course,
they decided to redecorate our elevator here,
which was nice of them. Redecorate the elevator? Yeah, $7,000 worth. What is the nightmare
scenario that someone slips by you and then
something goes wrong? I mean the nightmare isn’t a
nice couple from Chicago staying here for a weekend. The nightmare is a group of
criminals coming in using this as a base of
operations for either human trafficking, prostitution,
all kinds of stuff, this happens, this is a reality. [Charlsie] And the reality is
while some people love what Airbnb has done for travel,
others argue it takes homes away from people who need them. This is a business, and it’s a,
a lot of people making a lot of money on this, and there are a
number of problems in the city surrounding housing
caused by this very issue. [Charlsie] Some experts
say that the popularity of short-term rentals has removed
thousands of homes from the housing supply in
cities like Toronto, Vancouver, and Montreal. Airbnb argues “responsible”
hosting brings economic benefits for hosts and their communities. And it’s working with cities to
find a balance between housing concerns and the
rights of hosts. Meantime, if you have a
complaint about a host in your neighbourhood, send
Airbnb a message here. But if you find
yourself in any of the guest scenarios we’ve covered, our
experts says contacting the company is just the beginning. You have to get it public. You can’t just use the Airbnb
platform to complain. You can put it on
Twitter or Facebook, you know, anything. This is the kind of thing
that gets you the attention that actually will
resolve your issue. They care about
their reputation. Yeah, speak up. Make a fuss about it. [Charlsie] It worked for David. He got over $6,000 back. [Charlsie] We want to
hear from more of you. Email your Airbnb story to
[email protected]

Comments (100)

  1. don't use Airbnb, I used it a lot when I moved to Seattle back on 2016 and although it was fine for me it probably is not for many people so get a hotel because it's a lot safer.

  2. The last two airbnb properties we stayed at had horrible mold problems. It was like pulling teeth getting a refund. We're pretty much over the platform.

  3. It's such fucking bullshit. Every AirBNB experience has been somewhat problematic for me. They should just drop anyone under 4 stars, like how Lyft drops under 4 star drivers. But then, I just always book at hotels. Sign up for their rewards programs, rack up the points, use 'em.

  4. First Airbnb I spent the night at was a covert one… We made it out of Afghanistan that night 😥

  5. Her purple coat is amazing.

  6. my only experience is horrible, the host is a liar and cheater and lured people with nice hotel photos and AIRBNB doesn't even bother to verify and also reaching them is real pain in the ass! In India they don't even have indian helpline services.

  7. Turo which is the Airbnb of cars rentals did this to me. They cancelled 2 hours before our reservation

  8. Airbnb….. when Joe Schmoe thinks he can turn his condo into a HOLIDAY INN whenever he's out of town…. 🙄

  9. What if a host needs to pay a fine if they cancel within three days of the stay. Say a 100 bucks, i guess that would work. If there are special circumstances, the host could file a complaint to get their money back. If the host repeatedly cancels, the three days expand: to four, five, six days and so go on.

  10. this happened to us in las vegas we were told by the owner not to talk to anyone and dont give anyone the buildings front door password when we got there a group of men coming out and we didnt know what to do since the men held the door for us. we had suitcases and we asked them if they lived there and they said no they rented from Airbnb. so the 5 story condo building has many people renting from airbnb

  11. My building banned this…..when someone's "guest" decided to vandalise 20 cars in the underground parking all on video. Respect your neighbours.

  12. Is it just me or does the old CBC Marketplace from like 4 years ago better?

  13. "The company (AirBnB) says negative incidences are extremely rare."

    Boom! Easy solution then. If it's a massive company making huge money and these incidences are extremely rare then AirBnB should just 100% cover the cost of difference for all last second host cancellations because it would cost them nearly nothing to do such a thing for an incident which is extremely rare.

  14. These people should take the host to court. I don’t fault Airbnb, you go to them for a deal, with the trade off being that you do not have the 100% guarantees which a hotel or resort would. You’re taking a bit of a risk, usually it works out but sometimes it doesn’t. Oftentimes, you’re actually breaking laws (or at least the host is) by renting from them. It’s like buying a phone off craigslist, you might be getting a deal but you better do your due diligence. Those renting should understand this and not expect Airbnb to fully honor some ‘too good to be true’ deal.

    If you’re now wanting guarantees and paperwork then expect prices to go up. These crowd source and p2p markets, whatever you call them, are cheap because they have much less consumer protection and regulation, at least in their infancy. Once the state and media get their grubby mitts on them they will cease being as competitive. Obnoxious.

  15. we stayed at a 'superhosts' airbnb and they asked us not to tell anyone we were airbnb-ing

  16. I think it should be a compromise, if a host cancels last minute they should pay a substantial fee. I think paying a fee would stop a lot of host from canceling seeing as host DONT have any kind of fee or penalty now

  17. There's more to life

  18. MOST condo's DONT ALLOW, airbnb short term rentals…. that is less then 3 months… they are ALL RUNNING UNDER THE RADAR!

  19. That was awful 🙁 0:53

  20. its fun to watch white people to complain and get screwed over. its divine justice

  21. The hotel industry supports this video…

  22. "Airbnbad"? I would have went with airbnbust

  23. Airbnb should make a rule where the host will pay for every thing or can not cancel which they will not

  24. I hosted an Airbnb for a number of years and had last minute cancellations from many bookers. I’ve never cancelled on anyone but had bookers cancel when they got there. I had a very light cancellation policy, let me know within at least 12 hours and you receive your fee back. When bookers cancel 5 hours after they were supposed to be there ( through them sightseeing instead of checking in, it was 2 in the morning) they expect to receive their money back.
    The worst guest I had dropped another ‘friend’ off in my place, drunk and puking everywhere, and caused so much damage. The original booker left this person there and when I came in to clean I had no idea who this person was.
    I contacted the booker and was cussed out for complaining but insurance doesn’t cover anyone else. The original booker was paid for 2 weeks and left after 2 days wanting ALL of his money back.
    I contacted Airbnb right away and they said NOT to refund as the booker broke the rules.
    I also received the damage deposit for the damages.

    I have stayed in others spaces and have had fabulous experiences, but there are some people out there that will scam everything they can get.
    Good advice, have accurate pictures, have good rates and make sure the rules are completely clear. Have a clean place, fresh and tidy at all times. I had a five star rating the entire time I was hosting.

  25. This whole video reeks of Hotel sponsored propaganda machine. Nice "news"

  26. For these reasons, I’ve never booked an AirBnB. I always stay with a well known hotel chain because you definitely get what you pay for. I travel a lot internationally and I book several months in advance because I like to plan everything out. People work hard and vacationing should be smooth.

  27. Last year I booked a house in airbnb for me and my family when we on vacation in Thailand, when we arrive, I realize that the house was being renovation on the outsite ( maybe they built some garden ), the first night was ok and nothing happen, the second day, we spend most of time outsite, when we came home, I saw a strange dusty footprint in the staircase from the ground to top floors, we thought that was us , but in the third day, because I was too tired so I stay at home when my family go outsite, the owner only gave us 1 key so the key stay with me and I'll open the door for them when they came back . I oversleep and when I wake up, I saw my mom, her face is kinda confuse, she said she call me but I didn't wake up and the builders opened the door for them…..That mean, the builders have the key of the house we stay and the footprints we saw maybe not belong to us….

    It freak me out because on this vacation, me and my mom had to visit the hospital because our health and we had a plan visit Chiang Mai and Chiang Rai after that, that mean we bring a lot money to Thailand, but when we go outsite, we only bring enough money and leave the rest at this home with our passports . Luckily that nothing happend but it's still make me aware when I rent a house in airbnb .

  28. Who else cringed when the host said "When Airbnb goes Airbn-Bad?"

  29. That newscaster is trying to be gentle. "Did you make it to the gym" …. Of course she didn't haha, look at her. But she was trying to be nice, haha.

  30. lmao, I used to work for Airbnb, and when we needed to reebook someone, and the other options were too high we WOULD pay the diference, and also, the hosts are highly penalized when this HAPPENS, we often also involve the Police sometimes if the case is too serious

  31. Airbnb protects the hosts; I gave them proves one host is a liar and they didn't care!

  32. 0:33 , Winnipeg 👍

  33. Sounds like the first guy got taken in a classic scam. The problem is customers r supposed t have recourse when this kind of thing happens. Seems like the corrupt corporation is more the norm than the exception…. personally i think this is crossing a line anyway; uber is one thing and hinestly i don't totally agree with that but t open ur home up t strangers just seems way too bizarre…

  34. Omg host and guests can be equal nightmares. My husband and I ended up getting a room in a condo in downtown Sacramento and I was livid when I saw the room! The bed was clearly dirty (sheets and all) and was partially broken, the foldout couch was also filthy with food crumbs everywhere and had springs poking through the seat, and the vanity sink also wasn’t clean. The room had a door that lead to the bathroom and all night the ppl that lived there kept using the bathroom and waking us up, because the bathroom was practically in our room😤. Not to mention it was only a 2bedroom condo and 4 ppl lived there…🤔 so that clearly indicated to me that someone was sleeping in the room right before we arrived. Lol lastly the rest of the House was a complete mess and the kitchen was insanely dirty. This is what happens when a house full of college students call themselves trying to make an extra buck. Only because It was 11pm and do to that being our first time ever using the service, we just dealt with it. But never again. I would prefer a hotel unless we badly need more space for an affordable price.

  35. Okay the host shouldn’t cancel or be penalized for it. That much for 5 weeks in Mexico like he said to good to be true.

  36. Wow! I’ve stayed in an Air B n B where the host cancelled last minute in Knoxville AND another stay where the host told us not to mention we were in an Air B n B during a trip to New Orleans. Both isolated incidents ..I had no idea this was an issue!!! Eye opening

  37. This happened to me less than a week before my trip to Hong Kong. We got new accommodations but you can imagine the panic. It's not easy or cheap finding a place there with an actual shower.

  38. Airbnb doesn’t use their platform for honest guests. They facilitate homeless shelters and exploit their ‘travelers’.

  39. ‘ when air b&b goes air b & bad’….. please save me from this sort of nonsense.

  40. So if you want to take on airb&b all you have to do is involve international news outlets , appear on t.v telling your story and ….bobs your uncle! You’ll get your money back !

  41. how i wish similar documentary in reverse role..

    the fuss and probs from guests to their hosts.

  42. I hear stories like this, and this is why I can’t do Airbnb. I’ll suck up the price for a hotel, thank you very much.

  43. Its happened to me 45 mins after my check in time… was left looking for a place in a bad part of town last minute.

  44. None of the faults here lies with Airbnb, it is eother the host gaming the system, the condo management discriminating against guests, or the guests from hell, which screws everybody. 1. Can be solved by policing host cancellations. 2. Condo owners need to assert their rights to rent their premises. What right do building management have to dusallow owners from renting them out??? 3. Guests from hell can screw hotels as well so I don't see why you want to single out Airbnb hosts and guests to pay the price of a crazy guest.

  45. Airbnb is great nothing will stop them

  46. Im host it is the most dangerous thing to Cance the gust l it will automatically disactivating you from the system

  47. The good old Hotels are my go to, can’t deal with all the hassles while booking.

  48. Can’t relate
    I wish I had the money to travel to complain and be cancelled on
    When I do get to that financial status I just won’t go cheap and make sure I have a retainer Incase of travel problems

  49. Book a hotel instead?

  50. Wait a minute the host was able to take over $800+ dollars. WTF?!

  51. Maybe Air B&B should include the number of times an owner has cancelled in the info. I would certainly avoid those owners.

  52. I always make sure they have five stars and great reviews, no cancellations, and they are a super host. Had a great place in Japan for 950 for 2 weeks.

  53. I don’t deal with Air BNB. I would rather pay a bit extra for hotel security and benefits.

  54. I feel like you shouldn't even be allowed to cancel after a certain amount of time.

  55. I knew a woman who had her honeymoon ruined by an Airbnb host threatening to cancel their stay unless she Venmo/Paypal an ADDINTIONAL $500 for her stay. She gave in because her and her husband had already landed after a 10 hr flight and they did not want to look for accommodations in the middle of the night.

  56. 2:07 why couldn't he just find a cheaper alternative?

  57. lmao all these people are nerds

  58. As a former AirBnB Host, I didn't know this was an issue.

  59. Thanks for the video, I list on Airbnb and on the app Musjroom, which is a great alternative for renting and booking rooms and lastminute couches. But lately im not satisfied with Airbnb customer service and the payouts in the Netherlands!

  60. 12:09 she made it to the buffet

  61. $6,000 in Mexico. I think not sir.

  62. jesus, how this is way over dramatized.

  63. bait and switch motherfuckers!

  64. Is there any government body regulates the airbnb?
    Or it's anything goes wild West?

  65. It's there fault stop being cheap and get a hotel

  66. Gordon Ramsay needs to go undercover at these places

  67. That’s why hotels are the way to go 🙂

  68. I can’t believe he thought they would cover a difference of thousands of dollars lol

  69. Had you booked a hotel room you wouldn’t have dealt with a single one of those problems.

  70. We have NEVER cancelled on anybody in our airbnb's. If we have to give the rental to somebody else who has a longer stay, we upgrade the guest into a more expensive , fancier unit, that we only use for this purpose, and only after asking our guest's permission. This is our own home that we move out of to put the guest into an awesome place, so no guest has to run into this nightmare. It would be horrible to cancel on someone last minute, don't get how they justify that to themselves.

  71. David shouldn’t have gotten his money back 1300 for 5 weeks. That’s not even reasonable . Cancun I have spent more for a whole week. For less than 40 bucks a night you should have been in. Dump.

  72. I'll stick to hotels🤣

  73. I booked for 3months in Guanajuato MX- 1000 mile drive south of Austin TX. I made it very clear that I needed solid wifi so I could work. Got there, and the guy was 'hacking' the wifi and it was total crap. I had to pay to get my dogs in the country, so I just made it a month vaca- and drove all the way back to Austin- with no work done. Got my refund for those two months- but it was a cheap place, and I'm actually friends with the owner. 🙂 I know now how to handle this system better- and will only do it in the U.S. Best wishes, and happy traveling, *A.

  74. My first Air BnB was great. Each one after that got worse and worse, both in terms of the homes and the booking problems. Hosts cancelling at the last minute leaving me with no other options in my price range. Air BnB cancelled one saying there was some sort of legal or safety issue with the host. Staying in a house or apartment is far better than a hotel when you have kids, but I've had to cancel trips too many times because of them.

  75. Wow, this is horrible. I think I'll just stay with hotels. Atleast they're regulated to protect us in America

  76. Oh well,
    Expedia has vacation rentals, and if the host cancels for no reason, or if they're over booked, or double booked.
    Expedia has a complete relocation team, who will re-accommodate you at a similar property of the same class or higher (NEVER LOWER)
    Even if the difference in the price is a 1000USD! Expedia will cover the difference in the price.
    And trust me, this rarely happens.

  77. I like air bnb it’s cheaper than a hotel, you have more privacy, and space. Also, you have access to a kitchen which saves on eating out for every meal.
    I would say check the reviews and if it seems to be good to be true, than it probably is.

  78. All of my interactions with Airbnb have been positive. We even had a host cancel on us 1 month prior to Canada Day 2017 in Ottawa (this was Canada 150 so everything was wayyyy booked at this point). In this case, Airbnb helped us find a new place similar to our original booking and paid the difference to make it a comparable price. Airbnb has been a great resource to find other B&B type experiences rather than home stays. Otherwise, I think the tips the experts in this video gave are good rules to follow – pick listings with lots of reviews (50+), super hosts, and plus properties to avoid potential hassles.

  79. What about hosts getting guests who cancel because their plans change and they want to leave early? That happens as well and you as the host can't make up that extra $$

  80. Screw Airbnb and the meathead that owns it.

  81. First World Problems, Gated Community Edition.

  82. Just have airbnb hold the money until the trip is done, and if the host cancels they don't get paid.

  83. Prices are to good to trues 95% of the times usually they’re.

  84. Airbnb should charge hosts the same amount they charge guests when you cancel – 50% of the cost, or 100% if the cancellation is within 48 hours, and that should be given to the guest as additional credit for re-booking.

  85. I had the same experience as this last year in Japan. I had to call Airbnb while I was there to sort out the situation. I recommend a traditional hotel, I don’t feel comfortable going to an Airbnb anymore. This documentary is very eye opening to some of the things I saw and experienced. It’s all true..

  86. And here we have CBC and two individuals who act in the interest of the hotel industry.

  87. Just book a hotel and avoid this drama

  88. AirBnB is ruining cities and their tourism, just boom a hotel

  89. Gee, its almost like using unregulated hotels (i.e., AirBnB and similar services) is a bad idea…

  90. Wow Sense of entitlement is really an epidemic , does it really matter it's cheaper than a hotel

  91. Video hebat, tapi menurut aku, lebih benefit menggunakan bisnis affiliate Taxsia/Taxoyager.. yang setuju kasih komen

  92. Very common, unfortunately 🙁
    Airbnb gives 0 support.

  93. hey David… if it's your birthday and that special to you don't be so cheap, and don't expect the world from a home sharing platform. Get an appropriate hotel stay that will accommodate your needs. You pay for what you get, expect some mishaps to happen from a home sharing host.

  94. $1300 for 5 weeks, definitely too good to be true!
    The person who cancelled should pay the difference and Airbnb should enforce it!

  95. No accountability with Airbnb and Uber. Their "customer support" is in app. They do not have a number for you to call and speak with a human. I do not trust any corporation that does not have phone support.

  96. Can I rent her for a day

  97. bitcoin juxtaposition 11:10

  98. I just stay at a hotel.

  99. It's typical bait and switch because airbnb gets paid a cut of the TOTAL cost of what the house owner charges. When great rates are cancelled and the traveller is offered something far more expensive, airbnb makes more money.

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