Airbnb no help after someone lists their home as a rental and guests start showing up

DRAPER, Utah – Airbnb is very popular, with over 4 million hosts using the home sharing site to provide travelers with a place to sleep. But when two guests landed on the doorstep in Draper, it caused a big problem for the owners as they didn’t put their home on Airbnb – someone else did.

When they said they couldn’t get help removing the flawed list, they contacted KSL investigators.

Covy Petersen was waiting for no one when the doorbell rang – not to mention two guests with luggage and ready to check in with his family. Wait a second – are you recording?

“He said to me, ‘Sorry, we rented your house on Airbnb. Is it a rental property? ‘ », She said. “And I was like – no, I’m sorry. It’s not.”

Covy Petersen speaks with KSL investigator Matt Gephart after two people show up at her home in Draper to register for an Airbnb listing. (TV KSL)

Talking about it with the couple wanting to move in for the holiday weekend, Petersen quickly realized what had happened.

“It was the previous tenant who lived here who rented it from Airbnb, and I guess he never took off the list,” she said. “And they found him and they wanted to stay here. And unfortunately, we couldn’t let them do it.

Petersen called Airbnb, and she said their response alarmed her more than strangers showing up unexpectedly with luggage.

“It’s like, ‘We’re so sorry, but due to privacy policies, we can’t remove the ad unless you have access to the owner’s account or the host’s account.” And I didn’t have any of that information.

Over 4 million hosts have listed properties on Airbnb. (TV KSL)

Petersen said he was also told Airbnb is a platform. It does not control the ads that people post.

“I was like, but we own this property. He doesn’t live here anymore, ”she said.

Frustrated by Airbnb’s apparent reluctance to help, she called KSL investigators. This time, we contacted Airbnb on his behalf.

In an email, a spokesperson told us: “Upon investigation, it appears that this was a real mistake made by the previous host who forgot to delete the Airbnb listing after the sale of the property. We understand the inconvenience this has caused the current owners.

Airbnb also said the listing was taken off its platform the day after Petersen called them.

Yes, the list was removed, but Petersen said it was because she tracked down the previous host. She uses Airbnb to make it easier for property owners to remove invalid or bogus rentals.

“The more I thought about it, it could have been a scary situation for us, but also it could have been a scary situation for the tenants,” Petersen said.

So what can homeowners do if they find themselves in such a scary situation? For now, first find their property listing on Airbnb and click “report this listing”.

Then call and email Airbnb directly at 415-800-5959 or 855-424-7262 for their main line or 844-234-2500 is their customer service number. For e-mail: [email protected], automatisé or [email protected]

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