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Airbnb Host Allegedly Tries To Scam Family With A $7500 Damages Claim, Airbnb Takes Host’s Side
Interview With Author
Airbnb, founded in 2008, became a favorite for travelers by offering unique stays around the world, often providing a more authentic and sometimes cheaper alternative to hotels. However, in recent years, the platform has faced growing criticism, with users expressing concerns over steep cleaning fees, safety issues, and nightmare hosts.
Just last week, entrepreneur Luke Burgis took to X to share his frustration, claiming that an Airbnb host accused his family of causing a mysterious stain on the floor of their rental—one that would require a jaw-dropping $7,500 repair. Although Burgis was confident no damage had been done, he said the company had taken the owner’s side. But once his post went viral, things began to turn in his favor.
RELATED:
Entrepreneur Luke Burgis recently shared a frustrating experience with Airbnb, claiming that a host accused his family of causing $7,500 worth of damage to the rental
Image credits: Getty Images
He took to X to voice his complaint—and his post quickly went viral
Image credits: @lukeburgis
73% of people prefer hotels over Airbnbs, poll finds
Image credits: Getty Images (not the actual photo)
Negative experiences reported by Airbnb users haven’t slowed its growth. With over 8 million active listings and $3.7 billion in revenue reported in November of last year, the platform remains a popular choice for many travelers. Still, complaints about the service continue to pile up.
According to a poll conducted by news website Boston.com, 73% of participants said they prefer hotels, 16% said it depends on the trip they’re planning, and just 11% chose Airbnb. While hotels were favored for shorter, solo trips, many said Airbnbs are better for longer stays with family, friends, or pets. For those who leaned toward hotels, Airbnbs felt less affordable than they used to be, largely due to cleaning fees and a lack of reliable service.
“If the options are there, I will always pick a hotel. I like the experience better—room service, cleaning, and concierge,” reader Keri from Maine shared with Boston.com. “The only thing is that they are often harder with small children.”
“I vote for hotels. Airbnb is too strict,” added Melissa. “When I stayed at an Airbnb, my host threatened to charge fees if anything went missing or out of place, I mean anything. I can’t relax under that kind of stress. I have good manners and take care of the places I stay. I’ve been choosing hotels since. I’ve also had several female friends complain about their male hosts hanging around when they weren’t supposed to be there, very creepy. Hotels all the way.”
In response, Sam Randall, a representative for Airbnb, told Boston.com that the company continues to see guest satisfaction and has introduced changes to improve the experience. These updates allow guests to see the total price upfront, including all fees before taxes, and the platform’s search algorithm now prioritizes total price over nightly rates to offer greater transparency.
The main draw of Airbnb appears to be the chance to travel more like a local while enjoying greater flexibility with amenities such as kitchens, pools, and shared spaces. This convenience is particularly appealing to families with kids or pets.
“I’ve always enjoyed the flexibility that Airbnb or VRBO afford me,” said Chris from Brookline. “I can cook breakfast or have a space where I can eat takeout comfortably. Hosts are always amenable to suggesting places to visit or eat, or the best bus route to get somewhere. And I’ve met hosts with interesting backgrounds and some have provided cooked-to-order breakfasts, wine, beer, and/or snacks. Great perks! Bottom line: many times the return on investment is better with an Airbnb/VRBO than what a hotel provides.”
Bored Panda reached out to Luke Burgis to ask whether his recent experience with Airbnb had put him off the service for good. “The experience has gone a very long way toward destroying my trust in the platform, but there is some hope left even in the rubble,” he told us. “I am not swearing it off completely quite yet, but I am making major changes to how I use it.”
Burgis shared how his relationship with Airbnb has evolved over the years. “When I was a single guy, I started using Airbnb because it gave me access to beautiful homes in places without hotels,” he explained. Now that he’s married, he echoes the sentiment of many others, saying his family often prefers Airbnb for multi-bedroom homes that are far better suited for traveling with children than hotels. For him, Airbnb still serves an important purpose.
“With that said, nobody wants the stress of wondering if they’re going to get hit with a $7,500 bill for a mystery stain on the floor that they know nothing about unless they remembered to take a 4K video of every square foot of the apartment the minute before they walk out the door,” Burgis pointed out. “Airbnb has a huge problem because they are a platform built entirely on trust, but they are rapidly losing it.”
He added, “And there is a mimetic cascade here: once it starts, it becomes a waterfall.”
Some users argued that the host needed to provide evidence to back up their accusations
Image credits: lukeburgis
Image credits: lukeburgis
Image credits: lukeburgis
Image credits: lukeburgis
Others were simply appalled by the situation
Image credits: MattBraynard
Image credits: TheyTrulyHateU
Image credits: War4theWest
Image credits: Bob_Janke
Image credits: TheDukeofKewpie
Image credits: rdub067
Image credits: jeffcharlesjr
Image credits: libertyleighton
Image credits: cagrown5
Image credits: TheRealMadOx
Image credits: realfrugalmogul
Meanwhile, more nightmare Airbnb stories began to surface in the comments
Image credits: @OfAthenry
Image credits: @MontereyBayJack
Image credits: @red_staterebel
Image credits: @adrianpaul1
Image credits: @DylanAbruscato
Image credits: @OpenVAERS
Image credits: @magiccatterfly
Image credits: @monkofjustice
Image credits: @real_dystopia
Image credits: @Loriss65
Later, Burgis posted an update confirming the issue had been resolved
Image credits: lukeburgis
Image credits: lukeburgis
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What do you think ?
Janelle Collard 1 year ago
AirBNBs took *lots* of affordable rental housing OFF the market in San Fran + Silicon Valley. And people wonder *why* people are moving out of these areas? Gee, I can't imagine./s
Ace 1 year ago
That's a problem caused by your politicians, not by Airbnb. Proper taxation on rental income and multiple home ownership would fix it. Nor is it a new problem, landlords have been buying up property to use for profit-making rentals for hundreds of years. Again, proper legislation and taxation are needed to tackle the problem. Good luck getting any of that, at least for the next four years.
Load More Replies...
Kathy Wilbourne 1 year ago
If you are staying at an Airbnb, especially in one that is relatively expensive, ESPECIALLY in the USA, do a walk-around video when you arrive and take photos of any damage you see. And take another video when you leave. I've stayed at more than 100 Airbnbs in several countries (none of which were in the USA) and have never had a real problem.
K. LNU 1 year ago
I'm very grateful that someone suggested we use a current newspaper (for the dates) in the videos.
Load More Replies...
Panda Kicki 1 year ago
I suppose there are a lot of difference between countries. Czech, Slovakia, Poland and Sweden has had dozens of stays with all sorts of host, all lovely. They put out toys for the kids, welcomed with a stocked fridge, no extra fee, never any issues with cleaning or damage. I love my Airbnb places.
Panda-sized Potato 1 year ago
This has nothing to do with countries. Hosts, no matter what country, could be good or bad. Most of the Hosts are good, but sometimes you get the bad. It's a gamble.
Load More Replies...
Crystalwitch60 1 year ago
Airbnbs are for greedy people they are destroying the hospitality trade big time thankfully I’m housebound and prefer staying at home in the stunning countryside in the Cotswolds where I live lol cos trust me after reading all the horror stories on here no way would I rent one ain’t exactly a holiday if u gotta take pics of entire place when u get there and again when you leave is it 😳
H Daven 1 year ago
I work in a 4 star hotel, central to nightlife in a major US city. We once had a guest pass out in the shower, clogging the drain. The resulting flood seeped down 4 flights and damaged 8 rooms, on top of the cost to repair the ceiling in the lobby. The total cost to the guest was $400 due to the $100 per night incidental fee.
ॐBoyGanesh 1 year ago
If you’re capable of booking an AirB&B you’ve read or heard the constant horror stories & scams. You get what you ask for. I recently stayed in a very posh “Pacific Rim” hotel in Vancouver whilst the friends I was meeting there (for a memorial) stayed at an AirB&B. It was a cottage on owners main property/home, but I thought it was more of a poorly/cheaply converted barn. They payed 1/3 less than me nightly, but with fees, etc it came to about $200/day more. They had so many chores to do & obligations to the property & also had to deal with the owners having a BBQ in the yard between them that ran late into the night. Meanwhile, I was in a 5-star hotel that comped a spa day & massage, had amazing food, great pool/hot tub, well-stocked (free weights!!!) gym, morning yoga, included buffet breakfast & relaxing lounge. Also housekeeping kept my room tidy & swapped out my towels/sheets with no extra charge. And I didn’t have to do laundry, wash dishes or make beds.
Sophia Athene 1 year ago (edited)
Yes, I shall go back in time and book a hotel to erase the AirBnB stay. I'm so glad you were here to tell me that so this problem could have easily been solved. But I do love doing things that I have no way of knowing this one bad personal experience was coming when the rest of my experience has been good./s
Load More Replies...
WonderWoman 1 year ago
AirBnB used to be great, had options and were generally cheaper than hotels, and better than motels. Then came the unscrupulous greedy people who have ruined the entire industry. Posting one price, then adding in cleaning fees and other nonsensical fees, requiring the guest to strip the beds, start the laundry, and basically do all the cleaning for them while still paying a cleaning fee. I won't use them after a few bad experiences. I will give my money to hotels, at least there I know what I am getting and what is expected of me and them.
Mason Kronol 1 year ago
The only good thing about the pandemic is it canceled our plans to stay at an Airbnb. So many horrible stories. Yeah, I have some bad stories of nice hotels but for the most part if you stick with Hilton or Marriot brands you can’t go wrong. If you treat them with respect they will help you out. Same with Uber.
K. LNU 1 year ago
I've only stayed in one AirBnB and will never again. We did do a video walk through upon entering and leaving. "Host" tried to say that we damaged the front window blinds (old wooden ones) and demanded that since she had to replace them, and they wouldn't match the rest of the house, that we were on the hook for over $10K. AirBnB tried to say they were being nice and that they would only let her charge us $7500. Funny how as soon as one of my friends (a very good corporate lawyer) got involved also stating we had video of before and after (she tried to say we just took the same video the same day - but we used the current newspaper in the video) how quietly AirBnB tried to back away from the mess. Give me a good old hotel any day.
Mike F 1 year ago
The whole model needs to be reworked. What began as a very nice alternative to overpriced hotels/motels has turned into a vehicle for scammers (on both sides) to flourish. I had a coworker who, with his partner, had a large house in town in Grand Rapids and they would post it on AB&B and were very happy with the arrangement and apparently got very good reviews. It can be terribly difficult to score an affordable room especially on short notice. But, reading some of the stories from both sides is sort of like rubber-necking by an accident, you know it's liable to be gruesome but you can't help but look. I think that even at my age I would sleep in my car first.
UpupaEpops 1 year ago
I love using Airbnb because with a bit of research, it allows me the opportunity to sample the local architecture without breaking the bank. Usually (in Europe) when it comes to hotels, only the high-end ones are in culturally and architecturally valuable properties and as much as I wish I could afford 3000k+ per night, it's not going to be happening any time soon. With Airbnb, I can choose properties built in the local style for a fraction of that. But seeing the horror stories about American hosts and (the lack of) regulations has definitely put me off the company and I would not risk using it outside of Europe, where consumers are very well protected. Plus just generally speaking, we aren't nearly as litigious as Americans are. I'm seeing some absolutely wild cases regarding HOAs, Airbnb and how just generally everything seems to be set up in a way to protect companies over consumers.
David 1 year ago
He said this was in NYC. But this would be illegal in NYC. In NYC AirnBnB and similar services (any short term rental less than 30 days, bc 30 days is tenants rights) can only have people rent if the owner is present on site and actively living in the place being rented. at the time of rental. The person also must be registered with NYC Office of Special Enforcement (who also inspects to make sure the place meets requirements, had proper safety exits, is not rent controlled or stabilized,etc) , with an ID Number, so any complaints like this can be filed with the City for disputes. The only way around it, is if you register your property as a hotel, and pay all those fees and licenses, which are much more, in which case the The Department of Consumer and Worker Protection, who overseas Hotels. Something is not adding up here, as this law was passed in 2022, went into effect in 2023, and this story is from 2024. BTW airbnb claims to be fully compliant with this law
David 1 year ago
so where was the person renting it out, because if they were not on site or follow any of the other rules in the law, then you just report them to the District Attorney, and both them and airbnb will be investigated. Last time an airbnb was investigated by the DA for breaking the rule, airbnb threw the apartment owner under the bus to coverthemselves because they claim to be in legal compliance. All he had to do was that, and airbnb would be forced to withdraw any attempts to charge, because if they tried to collect, they would be considered to be in acknowledging their being in violation of NYC law
Load More Replies...
jennifer brinkman 1 year ago
Why rent a strangers house with all that headache and high prices? Isn't that why hotels were invented to begin with??
Tonyah Mcanelly 1 year ago
I use Air b&b alot. when I travel with friends and family . So far our hosts were incredibly accomodating. The last one we stayed at they were in the middle of renovations so because of that inconvience they gave us half our money back. But going forward I am taking before and after pictures It seems I never know if I am going to get a scammer .
BrownEyedPanda 1 year ago
I've never stayed at an Airbnb (and after reading the horror stories, my interest in doing so has waned considerably), but one thing puzzles me. How can Airbnb owners justify charging "cleaning fees," yet require the guests to actually DO the cleaning? I'm sure that if hotels tried this tactic, they would be out of business in no time flat.
Nils Skirnir 1 year ago
AirBnB and its shoddy cleaning and laundry has likely contributed a lot to the current bedbug infestation in the US. Anecdotally I know of 3 families who’ve had them after staying at one.
Janelle Collard 1 year ago
AirBNBs took *lots* of affordable rental housing OFF the market in San Fran + Silicon Valley. And people wonder *why* people are moving out of these areas? Gee, I can't imagine./s
Ace 1 year ago
That's a problem caused by your politicians, not by Airbnb. Proper taxation on rental income and multiple home ownership would fix it. Nor is it a new problem, landlords have been buying up property to use for profit-making rentals for hundreds of years. Again, proper legislation and taxation are needed to tackle the problem. Good luck getting any of that, at least for the next four years.
Load More Replies... Kathy Wilbourne 1 year ago
If you are staying at an Airbnb, especially in one that is relatively expensive, ESPECIALLY in the USA, do a walk-around video when you arrive and take photos of any damage you see. And take another video when you leave. I've stayed at more than 100 Airbnbs in several countries (none of which were in the USA) and have never had a real problem.
K. LNU 1 year ago
I'm very grateful that someone suggested we use a current newspaper (for the dates) in the videos.
Load More Replies... Panda Kicki 1 year ago
I suppose there are a lot of difference between countries. Czech, Slovakia, Poland and Sweden has had dozens of stays with all sorts of host, all lovely. They put out toys for the kids, welcomed with a stocked fridge, no extra fee, never any issues with cleaning or damage. I love my Airbnb places.
Panda-sized Potato 1 year ago
This has nothing to do with countries. Hosts, no matter what country, could be good or bad. Most of the Hosts are good, but sometimes you get the bad. It's a gamble.
Load More Replies... Crystalwitch60 1 year ago
Airbnbs are for greedy people they are destroying the hospitality trade big time thankfully I’m housebound and prefer staying at home in the stunning countryside in the Cotswolds where I live lol cos trust me after reading all the horror stories on here no way would I rent one ain’t exactly a holiday if u gotta take pics of entire place when u get there and again when you leave is it 😳
H Daven 1 year ago
I work in a 4 star hotel, central to nightlife in a major US city. We once had a guest pass out in the shower, clogging the drain. The resulting flood seeped down 4 flights and damaged 8 rooms, on top of the cost to repair the ceiling in the lobby. The total cost to the guest was $400 due to the $100 per night incidental fee.
ॐBoyGanesh 1 year ago
If you’re capable of booking an AirB&B you’ve read or heard the constant horror stories & scams. You get what you ask for. I recently stayed in a very posh “Pacific Rim” hotel in Vancouver whilst the friends I was meeting there (for a memorial) stayed at an AirB&B. It was a cottage on owners main property/home, but I thought it was more of a poorly/cheaply converted barn. They payed 1/3 less than me nightly, but with fees, etc it came to about $200/day more. They had so many chores to do & obligations to the property & also had to deal with the owners having a BBQ in the yard between them that ran late into the night. Meanwhile, I was in a 5-star hotel that comped a spa day & massage, had amazing food, great pool/hot tub, well-stocked (free weights!!!) gym, morning yoga, included buffet breakfast & relaxing lounge. Also housekeeping kept my room tidy & swapped out my towels/sheets with no extra charge. And I didn’t have to do laundry, wash dishes or make beds.
Sophia Athene 1 year ago (edited)
Yes, I shall go back in time and book a hotel to erase the AirBnB stay. I'm so glad you were here to tell me that so this problem could have easily been solved. But I do love doing things that I have no way of knowing this one bad personal experience was coming when the rest of my experience has been good./s
Load More Replies... WonderWoman 1 year ago
AirBnB used to be great, had options and were generally cheaper than hotels, and better than motels. Then came the unscrupulous greedy people who have ruined the entire industry. Posting one price, then adding in cleaning fees and other nonsensical fees, requiring the guest to strip the beds, start the laundry, and basically do all the cleaning for them while still paying a cleaning fee. I won't use them after a few bad experiences. I will give my money to hotels, at least there I know what I am getting and what is expected of me and them.
Mason Kronol 1 year ago
The only good thing about the pandemic is it canceled our plans to stay at an Airbnb. So many horrible stories. Yeah, I have some bad stories of nice hotels but for the most part if you stick with Hilton or Marriot brands you can’t go wrong. If you treat them with respect they will help you out. Same with Uber.
K. LNU 1 year ago
I've only stayed in one AirBnB and will never again. We did do a video walk through upon entering and leaving. "Host" tried to say that we damaged the front window blinds (old wooden ones) and demanded that since she had to replace them, and they wouldn't match the rest of the house, that we were on the hook for over $10K. AirBnB tried to say they were being nice and that they would only let her charge us $7500. Funny how as soon as one of my friends (a very good corporate lawyer) got involved also stating we had video of before and after (she tried to say we just took the same video the same day - but we used the current newspaper in the video) how quietly AirBnB tried to back away from the mess. Give me a good old hotel any day.
Mike F 1 year ago
The whole model needs to be reworked. What began as a very nice alternative to overpriced hotels/motels has turned into a vehicle for scammers (on both sides) to flourish. I had a coworker who, with his partner, had a large house in town in Grand Rapids and they would post it on AB&B and were very happy with the arrangement and apparently got very good reviews. It can be terribly difficult to score an affordable room especially on short notice. But, reading some of the stories from both sides is sort of like rubber-necking by an accident, you know it's liable to be gruesome but you can't help but look. I think that even at my age I would sleep in my car first.
UpupaEpops 1 year ago
I love using Airbnb because with a bit of research, it allows me the opportunity to sample the local architecture without breaking the bank. Usually (in Europe) when it comes to hotels, only the high-end ones are in culturally and architecturally valuable properties and as much as I wish I could afford 3000k+ per night, it's not going to be happening any time soon. With Airbnb, I can choose properties built in the local style for a fraction of that. But seeing the horror stories about American hosts and (the lack of) regulations has definitely put me off the company and I would not risk using it outside of Europe, where consumers are very well protected. Plus just generally speaking, we aren't nearly as litigious as Americans are. I'm seeing some absolutely wild cases regarding HOAs, Airbnb and how just generally everything seems to be set up in a way to protect companies over consumers.
David 1 year ago
He said this was in NYC. But this would be illegal in NYC. In NYC AirnBnB and similar services (any short term rental less than 30 days, bc 30 days is tenants rights) can only have people rent if the owner is present on site and actively living in the place being rented. at the time of rental. The person also must be registered with NYC Office of Special Enforcement (who also inspects to make sure the place meets requirements, had proper safety exits, is not rent controlled or stabilized,etc) , with an ID Number, so any complaints like this can be filed with the City for disputes. The only way around it, is if you register your property as a hotel, and pay all those fees and licenses, which are much more, in which case the The Department of Consumer and Worker Protection, who overseas Hotels. Something is not adding up here, as this law was passed in 2022, went into effect in 2023, and this story is from 2024. BTW airbnb claims to be fully compliant with this law
David 1 year ago
so where was the person renting it out, because if they were not on site or follow any of the other rules in the law, then you just report them to the District Attorney, and both them and airbnb will be investigated. Last time an airbnb was investigated by the DA for breaking the rule, airbnb threw the apartment owner under the bus to coverthemselves because they claim to be in legal compliance. All he had to do was that, and airbnb would be forced to withdraw any attempts to charge, because if they tried to collect, they would be considered to be in acknowledging their being in violation of NYC law
Load More Replies... jennifer brinkman 1 year ago
Why rent a strangers house with all that headache and high prices? Isn't that why hotels were invented to begin with??
Tonyah Mcanelly 1 year ago
I use Air b&b alot. when I travel with friends and family . So far our hosts were incredibly accomodating. The last one we stayed at they were in the middle of renovations so because of that inconvience they gave us half our money back. But going forward I am taking before and after pictures It seems I never know if I am going to get a scammer .
BrownEyedPanda 1 year ago
I've never stayed at an Airbnb (and after reading the horror stories, my interest in doing so has waned considerably), but one thing puzzles me. How can Airbnb owners justify charging "cleaning fees," yet require the guests to actually DO the cleaning? I'm sure that if hotels tried this tactic, they would be out of business in no time flat.
Nils Skirnir 1 year ago
AirBnB and its shoddy cleaning and laundry has likely contributed a lot to the current bedbug infestation in the US. Anecdotally I know of 3 families who’ve had them after staying at one.
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