During our New Year’s trip to Italy, we rented two homes through Airbnb, one in Milan and another in Torino. While our Milan host praised us as "wonderful guests," the Torino experience was a nightmare. The host in Torino accused us of theft and demanded payment for damages we didn’t cause or items we didn’t take. Despite providing detailed messages and photographic evidence to Airbnb, our concerns were dismissed repeatedly.
Adding to the confusion, the person who showed us the house was not the host but claimed to be the cleaning staff. This person contacted us later via WhatsApp, asking for sensitive information like passport photos, raising serious concerns about privacy. During our stay, we noticed issues with the house and informed the host, who initially apologized. After we checked out on January 2, the host accused us of breaking into locked cabinets and stealing items, which is absurd as we were explicitly told the cabinet keys were with the cleaning staff.
What’s more troubling is the host claimed the damages were noted on January 1, while we were still staying in the house. This means the host entered the property without permission, violating our privacy. Airbnb has sided with the host and is demanding we pay, despite the lack of evidence and our long history of being responsible users.
This experience has shattered our trust in Airbnb. We demand that Airbnb properly investigate this matter, protect guest rights, and ensure fair treatment. This situation is unacceptable, and we urge Airbnb to take immediate action to resolve this.
I booked a 3-day stay in Milano and a 3-day stay in Torino through Airbnb during the New Year's week. While the host in Milano praised us as "wonderful guests," the host in Torino turned hostile after we left a negative review. They claimed items were missing and damaged, and now they're demanding ₺...
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