What to Do If You Think Your Airbnb or Vrbo Host Is "Catfishing" You
Just before Erica* went to check in to her Airbnb in Los Angeles, something felt off. And, as she walked through the door, things got even murkier. She had booked a last-minute trip for work and was desperate to find a place to stay, so she agreed to a private room in someone's home that was listed on the rental website. She'd messaged back and forth with the host—a white guy named Allen in his 30s who said he was a photographer—finding out who else would be there (another traveler who'd rented out the second bedroom), whether her bedroom door had its own lock (yes), and the usual check in/check out details.
But, the day before her trip, her host's story changed: His roommate, Roger, would let her in, since he couldn't be there. Fine, Erica thought. Then, when she arrived, she learned that Roger was living in the second bedroom—there wasn't another Airbnb guest in that room. And according to Roger, Allen had moved to China a while ago.
"I was confused—it was all these small lies that didn't add up," Erica said. Though she thought it was weird, she decided to stay. She never met Allen, and later, Roger texted to say that he was the actual host; he just found that as a black man, he received fewer bookings than Allen, who was white (on that point, Airbnb has been taking measures to combat racism on its platforms after a Harvard Business Review study found that black users were less likely to be accepted as guests).
While the misrepresentation weirded her out, Erica could see where he was coming from. "He doesn't seem like a malicious person—I sympathize with him," she explained, ultimately deciding not to report it to Airbnb. Still, it raised an important concern—one that isn't unique to Airbnb, but for anyone using any rental service:
What should I do if my host isn't who I'd expected?
The short answer: If you're using a third-party service, such as Airbnb, HomeAway, or Vrbo, report it to them immediately. Even if it seems harmless enough, it's worth flagging. It gives the company a chance to investigate the issue—in some cases, the host may not know there's a co-hosting option, where you can list another person who's allowed to check people in—and you could get a refund or help rebooking, if needed.
If You're Using Airbnb, Know This:
"It is a violation of our Standards and Expectations to misrepresent yourself on our platform. You should not provide a false name or date of birth," reads Airbnb's Community Standards. The company offers 24/7 global assistance, so you can contact their Customer Service and Trust and Safety Teams online or by calling their toll-free number: 1-855-424-7262. They can help you find alternative places to stay, and potentially get a refund or reimbursement. They'll also help you if the actual space isn't what it seemed, like this microwave horror story that happened to someone on our sister site Delish.
"Trust is at the heart of Airbnb’s global community, and authenticity helps make Airbnb a trusted platform for the more than 2 million travelers who check-in to listings every single night," Airbnb public relations said in a statement.
If You're Using Vrbo or HomeAway:
Similarly, Vrbo (which also owns HomeAway), offers 24/7 customer support at 1-877-202-4291 and has a customer support section. They can also help rebook you with another place to stay.
"Vrbo uses a variety of technology solutions to increase trust in our marketplace and detect fraudulent activity, including verifying user accounts and conducting certain background screenings on homeowners and managers," said in an official statement. "Although Vrbo takes steps to confirm the identities of homeowners, we advise travelers to always read owner profiles and reviews."
No Matter What Service You Use:
If you feel unsafe for any reason—or if things don't appear to be what they seem—don't stay there. In case of an emergency, Vrbo recommends contacting the authorities first. Your safety isn't worth the cost of a night's stay anywhere.
While Erica ultimately decided not to report her host, her issue isn't an isolated one. Airbnb's community boards have a thread devoted to "catfishing" concerns, where a guest or host isn't who they seemed to be, and across the board, members echo the same message: When in doubt, report it. And leave an honest review of your experience.
Asher Fergusson, a travel blogger who's reviewed 1,021 "Airbnb Horror Stories," says it's crucial to contact the service within 24 hours of arriving to have your best shot at getting a refund. "It doesn’t matter how big or small the problem is, contact them as soon as possible," he writes in his 53-point analysis on making the most of a rental stay.
Whenever possible, book with superhosts, who have at least 80 percent 5-star reviews and rarely cancel reservations. (There's a filter you can use to only show search results from this type of host.) He also suggests reading through all of the reviews—and message the host beforehand to get to know them and address any concerns.
Ultimately, Erica decided not to report her experience, but it has prompted her to rethink how she books rentals. "I'm definitely open to doing an Airbnb with a group, but I don't think I'd travel solo and stay in one," she said. It all comes down to what you feel comfortable with.
*Names have been changed.
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