Airbnb slammed for ‘not allowing lodgers to leave bad reviews when they leave poor accommodation early’

HOMESTAY firm Airbnb are accused of blocking bad reviews from guests who choose to leave early over suffering another night in substandard lodgings.

The website has allegedly refused to let guests post warnings about poor holiday listings if they cut their stay short - and instead classify it as though the trip had been cancelled before it started.

People booking properties on the basis that it has a five-star rating might be deceived because negative and low ratings have not been allowed up on the site.

when they found hundreds of British property owners could be breaking planning rules by turning their homes in to virtual "Airbnb hotels".

By doing so the firm is flouting laws drawn up to protect the housing market.

Natalie Moores, a 26-year-old marketing consultant from Manchester, booked a flat in Birmingham for a one-night trip based on its average rating of five stars.

When she got there the balcony door wouldn't shut and while trying to explain the problem to her "abrasive and unnerving" landlord her bed collapsed.

She said: “I was still on the phone to him and said, ‘This has just happened’, and he said, ‘What do you want me to do about it?’

“I said it was an issue: you can’t sleep on there, and someone could climb on to the balcony and get into the house.”

Natalie had to stay with a friend after the landlord refused to help her out.

She was refunded by Airbnb after complaining but was unable to leave a negative review.

Natalie said: “In effect, according to Airbnb, we never went to the property, we never stayed there. And we effectively are unable to leave any feedback, which is quite misleading.

“All the reviews on there are five-star currently, which makes me wonder how many more bad experiences people have had with that property.”

A London-based traveller, who asked not to be named, complained to Airbnb after he booked an apartment in Jersey City, New Jersey, for a week-long stay.

The room didn't match the photographs and there was no "Manhatten view" or pool as advertised.

He said: “Obviously I’d like to leave a review of this because if I had a great trip, I always leave a review and I think it’s probably more important that those who have a negative experience are able to express that."

Instead of his review he found a post reading: "The host cancelled this reservation the day before arrival.

"This is an automated posting."

He complained to Airbnb that the comments was "not true", but they replied by telling him “since the cancellation took place during the trip, the system treats it as if the cancellation took place prior to arrival”.

An Airbnb spokesman apologised for its staff’s response and invited any guests affected to contact the company.

He added: “All hosts and guests can review their experiences on Airbnb and we apologise that our policy was not applied correctly in these isolated incidents.

“We firmly believe in transparency — our review system relies on it — and will contact the guests affected to apologise and help make things right.”

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