Cheapest Airbnb backfired

I was originally booked on an Airbnb in the suburb of Kensington, Brooklyn for a week's stay. A week before my stay, I got into some beef with my future host which left me scrambled for another accommodation (in regards to something happened in Chicago, which you can read about it on my blog post). I was looking for something cheap close to Manhattan, which led me to this one listing in Bushwick.

The listing seems fine, with air conditioning inside the room, close to the subway, only 2 pictures but it's cheap. Given the day that I was moving from New Jersey to Brooklyn is the same day the World Pride parade is happening, I was basically running all over town to get things sorted out before heading to the main program of the day and didn't have time to stay for a second longer in the apartment.

A quick look while I was putting my luggage inside the room, it was very minimal but spacious. The air conditioning was cool and the room was furthest away from the subway track, which is directly outside of the apartment. I was slightly worried about the noise from the trains passing but I was amazed at how sound proof the apartment is. The apartment has a very bad smell as they were smoking weed inside.

I was slightly worried when leaving given the apartment door was left wide open and the neighbourhood doesn't seem to be the safest in NY. The bedroom has a lock but it's from the outside, which makes no sense and totally useless, not to mention dangerous for being lock in from the outside.

After my daytivities, I went back intending for a quick shower and change before the party. When I went into the toilet and flush the loo, the water didn't exactly go down, but I was in a rush and needed to head back out, and afraid that the shower may flood, so I didn't get to have my shower.

After my party and got back in the morning, it reminded me of the loo so I message the host about the issue. After waking up at noon, the host was already waiting for me, so I told him about the issue again, and he told me that he suspected that I was the one who clogs the toilet after finding cotton in the bin which I used to remove my makeup. Firstly how could I have clogged the toilet in the first place if it was inside a bin, not inside a toilet. Secondly, it was clogged the night before so I suspect that it has been happening for a long time.

The host told me he will try to fix it by going out to get some supplies. I had to go out to Staten Island for the day so I didn't hang around to check up whether he did what he said he would do. I call Airbnb while I was out to check what my options are, in case I am going to cancel. Luckily the host has set a flexible cancellation policy which makes thing easier.

Things took a turn after, I told the Airbnb agent that I have not decided whether to cancel until I get back and look at the situation, but apparently they told the host that I am going to cancel the stay. All my belongings are still inside and there is no lock for the room, which makes me nervous.

After a short visit to Staten Island, I have decided to check on nearby Airbnb that I could move to. I then saw a listing of this apartment not too far away, which is also LGBT friendly. The price is about 3 times more but through the detailed pictures, it was very clean and modern. I message the host and got a response that the room is available for me if I can inform them as soon as possible.

I got a text from the host throughout the day and he told me that it was fixed. After going back to check the toilet, the issue wasn't fixed so I packed up my things and move out. The host wasn't home at that time, I quickly pack up before he comes back, as I was heading out the door, I told him that I have decided to move and I explained that I can't live in an apartment with plumbing that's not working properly. The only response I got was "ok", which is another indication that he didn't really care in the first place but to try to blame me for something that hasn't been working.

Airbnb asked me if I have any photographic proof of the blockage, however I didn't think of taking a picture of it, but the text exchange on Airbnb is enough to prove that he acknowledges the issue. Some hosts may ask to message on a different app or directly through their phone number, which is fine but not advisable when there's an issue. Taking photos of any issue will also help you out.

After moving out, I wrote a review for the property so that people are aware the issue and know what to expect, months later the review wasn't posted on his listing which is still operating to this day. According to the Airbnb website, my review should be posted 14 days after or when a host writes a review in return.

I have contacted Airbnb on the 29th December 2019, this is what I wrote:

I was booked to stay in one of the Airbnb listings from 30th June 2019 to 8th July 2019.

I called up Airbnb on the 1st July to report some issues regarding the apartment's plumbing and also safety concerns.

I cancelled and move out on the same day and wrote a review for the stay however it never shows up on the page. I believe that people should know what they are going into and should know what to expect.

I am writing an article in regards to this stay and I would like an official statement from Airbnb as to what actions were taken, why is the review I have written wasn't available on the listing page and how can the apartment continue to operate after a major safety issue was raised.

I would appreciate it if someone from a senior position can respond to me here or send me an email.

One day later, a response came.

Hi Damien,

Thanks for reaching out to us regarding this issue. I've forwarded your inquiry to a member of my team who can better assist you. They'll be getting in touch with you soon.

In the meantime, please feel free to respond to this message with any further questions or concerns.

Best regards,

E(censored)

05th January 2020:

Hi Damien,

Good day! This is Arrianna and I'm a case manager here in Airbnb. My sincerest apologies for the slow response. Due to the high amount of inquiries we're currently receiving, we're not always able to respond as quickly as we'd like to. I'll be your point of contact moving forward and I assure you that I'm with you throughout the process.

Please allow me some time to investigate what happened regarding the review you wrote for the host and the status of the listing. I will update you the soonest.

Kind regards, A(censored) Case Manager

05th January 2020:

Hi Damien,

Thank you for waiting. We previously communicated that the review you wrote for (censored), for the reservation (censored), was removed from Airbnb.

After further evaluation, we determined that the review should not have been removed and it is in our community’s best interest to reinstate it.

We apologize for this inconvenience. For more information on our review policy you can visit:

www.airbnb.com/help/article/2673

You can also learn more about Airbnb’s review dispute moderation here:

www.airbnb.com/help/article/546

I hope this helps. Once again, thank you for your cooperation during the process and for your valued time and contribution. I am glad we are able to get this case resolved today, but should you have any further questions, please let me know. It's always good to be of help.

I wish you a pleasant day ahead and a more positive experience in your future trips. Take care and safe travels!

Warmest regards, A(censored) Case Manager

The case manager has reinstated the review, I can confirm personally that it is now showing. She did not provide any reason as to why the review was removed, given the number of reviews posted on Airbnb, I do not believe that Airbnb have staff reading every review and moderate each and every one of it. My guess is that the host reported my review and it was removed, however my review was fair and constructive so there shouldn't be any breach in Airbnb's terms and condition and not ground for removal just because the host didn't like what I have to say about his damaged property.

The case manager did not respond to the safety breach comment, since I have been informing them several times and also written on my review, they should be very well aware of what is wrong but they choose to ignore the problems that the listing is presenting.

I am not happy with how Airbnb has dealt with this issue. The review shouldn't have been removed in the first place, that's what the review is for, a system for people to provide feedback and allow potential guests to know the issues beforehand. The avoidance of the issue of safety breach is a huge concern and I cannot believe that this host is allowed to continue operation without making any fix. The law may not be against those issues I have listed, but personally I do not feel safe living in a place such as that. Some people may not have a problem with it, but I could have kept an eye shut if there weren't so many issues and red flags popping up in the short 6 hours I have spent in that property.

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