All Forum Posts by: Cory T.

@Account Closed No this is not a misunderstanding on my part. Below is one of many many many emails from airbnb that may answer the questions you are asking me. Basically my situation is an exception to the/their norm:

Hi Cory,

Our attempt to charge M----- for the balance due for reservation 2TRTHE during May 25, 2014 - July 08, 2014 did not succeed. This is a fairly common situation that can usually be fixed within a couple days with the cooperation of the guest. We've contacted the guest (CCed here) to facilitate resolving the issue.

The reservation is still being held and we suggest that you honor it for the time being. When we succeed in charging the guest we will send you a follow-up e-mail. If however we do not succeed or the guest cancels in the meantime, we cannot be liable for issuing the payout. If you wish to cancel the reservation, you can do so without penalty.

Regards,
The Airbnb Team

@Johnson H. Darnit I need your advise two days ago!! Airbnb deleted all the conversations I had with this squatter as well. There were two very contentions emails from the squatter, that unfortunately I did not take a screen shot of..hindsight 20/20.

I do still have the email trail from multiple uninformed customer service agents, documenting conflicting information provided by different agents. 

Quick update--today I received payment from airbnb for the unpaid 14 days of this occupier's stay. It is unclear if this is compensation by airbnb, or if airbnb actually collected this payment from the occupiers credit card. That brings him paid up through the original reservation contract that expired July 8th, 12 Noon. 

He still refuses to leave. The attorney I'm working with is moving forward with serving a 30-day notice today. Attorney looking into laws around this squatter using my condo to running some sort business (there is computer equipment all over the living room (seen through sliding glass door from outdoor common area). 

I'm reaching out to my network to get help getting my story out. I'm starting a blog to document my experience on this journey. I'll work on it and aim to have something up by this weekend. I'll post the link once I'm up and running.

Just a quick tidbit and then I'll update more tomorrow.

After two weeks of lame/slow customer service emails from airbnb, today something new happened. My younger sister who is connected in the music industry began tweeting about airbnb's poor customer service, and referencing both my situation as well as their previous bad PR stories. After about 20 minutes of continuous tweets, they contacted my sister via twitter. She continued to tweet for an hour, then I magically received a phone call from an airbnb Supervising Case Manager. This was the first staff member I spoke with who actually knew about CA evictions and the law here (their customer service dept seems to be based in southern Oregon, so the previous manager I spoke with didn't know much, and simply told me to call the police to remove them.)

Long story short--previous posters are right, the only way to get customer service out of airbnb is to publicize the situation. It is sooooo unfortunate that this is the case. But that is how it is with this company. 

The resolution that was proposed to me by the airbnb supervisor--she would contact ( or attempt to contact) the squatter, offer to have airbnb move them into a hotel at no charge for 30 days. Unfortunatly I have not heard back this evening, so I assume the squatter will be ignoring that offer, especially if he knows he can ride it out in my place for longer than 30 days. For shame!

I will continue to update. This has been one very stressful day, however I am so grateful for all of the comments, advise, feedback and support that has come my way on this site. Thank you all for taking the time to share. I really appreciate it. 

@Account Closed I'm not sure what a skip trace is...like a background check? 

RE: airbnb recovery...I'm just trying to get them on the phone at this point, but yes, I'll look into recovery from them for any damages. Unfortunately the police are unable to help until an eviction is served (I am still info gathering, and would love to find a loop hole). California is pretty darned lax comparted to other states unfortunately.

@Account Closed  Deposit is minor...just $200.

@Aly W. In Calif, 30 day+ stay apparently creates residency, even when booked through an obvious temporary lodging site such as airbnb. Thanks for the comment about the "comical template" it helps me take a step back and feel a bit of stress subside. ;-) I have no clue about FL laws, but def research beforehand...FL has got to be more logical than the CA laws.

@Chris Masons Thanks for the supportive words, much appreciated. I feel he is a professional scammer as well. Its one thing to deal with renter who has lost their job, fallen on hard times, etc., and a total different category of person who uses scammy manipulation, lies and intimidation. These guys are disgusting. Fingers crossed for a swift-ish resolution. 

@Michael Lemieux You speak the truth! My one bedroom vacation condo is by no means fancy, so I would assume someone making minimum of $1000 would stay somewhere more posh. Too bad the motorcycle club didnt' book with me. Espresso  maker and tap water complaints are lost on me for sure.

@Nicole A. Thanks so much for the support Nicole. It helps to be reminded to "just breathe." ;-)

@Michaela G.  Great suggestion Michaela, some one mention blowing up the airbnb twiiter feed as well. 

@Marcia Maynard Thanks Marcia, the texting has ceased! Good advise, I feel better being lawyered up for sure. Good idea about inspection with a camera/video. And I have been advised not to touch ultiliies. Too bad they are blasting the AC with 110 desert heat, and leaving windows and sliding glass door open all day. 

@Richard C.  Good advice. Hindsight is 20/20!