Don’t get duped by Airbnb hosts. Here’s what you need to know

WHEN Twitter user @Katso_pholo and her friends booked a luxury Airbnb in Sandton, little did she realise that it would be an unpleasant and costly experience.

She revealed the group’s recent run-in with an Airbnb host in a Twitter thread this week.

She said that despite the accommodation costing R4 600, including all fees, the group ended up paying R13 000 for the stay.

She claimed they paid R3 000 because “he (the host) got the dates mixed up”, as well as another R5 000 for the host to open one of the rooms he had allegedly locked.

According to her tweet, the host also threatened to call the cops.

Airbnb said the company was investigating the incident.

Here is what you can do if you encounter an unpleasant host:

Communication

The company said it protects hosts and guests by handling all communications and payments through a secure platform.

“We regularly remind users to only pay and communicate through Airbnb.

“Never wire money, provide credit card information or pay a host directly. If you paid for your reservation outside of Airbnb, you may have paid for a fraudulent reservation.

“We ask users to report any isolated incidents to us immediately,” said a spokesperson.

Use the Resolution Centre

Airbnb’s Resolution Centre enables hosts and guests to send each other money for things connected to an Airbnb stay.

“We withhold payment for a booking until 24 hours after a guest has checked into a listing before releasing the payment to the host, so there’s recourse in case something isn’t as expected.

“When we are made aware of behaviour that may violate our policies, we investigate and take action, up to removing users and listings from the platform."

You have Community Support

A Community Support team is on hand 24/7 to help. It can be reached via the app, by phone, through the Help Centre or on Twitter at @Airbnbhelp.