Airbnb Unable to Handle Clients When a Host Double Books

The following is a letter that was sent to Airbnb:

Thank you for sending this email last Saturday. As per your request, we are am responding with receipts for our unnecessary lodging accommodations in Vancouver BC. Please find the following:

– Receipt from Poco Inn and Suites for the night of Sept 2nd, 2017

– Receipt from Expedia.com for the Budget Inn Patricia Hotel for the night of Sept 3rd, 2017

– Receipt for food is attached, though we are a little confused by this as you did not ask for food receipts over the phone.

Based on our phone conversation, it was our understanding that the $50 towards food was extended as a courtesy. We do not see the need to verify that we ate while on vacation. Nevertheless, a receipt from Sept 3rd is attached. We are aware that the amount on the food receipt exceeds the $50 you had extended to us. We do not expect a full reimbursement on this receipt. We expect Airbnb to uphold its obligations laid out in your email: $500 reimbursement for lodging and $50 toward food. We expect this to occur in an expedited manner. We expect an immediate reply to this email as well as same-day confirmation when the funds will be processed. We expect that the funds transfer will be completed by EOD Friday, September 8th, 2017.

Regarding our receipts, please note the following:

As you were equally aware during our phone conversation, finding lodging in Vancouver on such late notice was difficult. Our budget did not allow for high-priced rooms and I’m sure you will agree that hotel room prices tend to be higher when booking the same day, let alone in the early evening. Poco Inn and Suites was one of the only hotels in that area that had a room for under $300. Please be aware that this hotel was 30 miles away from our originally planned location. Also, once we completed our phone call with you (which lasted nearly 1.5 hours), it took us another hour on the phone to find a this room. The additional travel time to this hotel was also unwelcome. From a financial point of view, it is lucky we were able to use a credit card, but also unfortunate. I would hope that others who have experienced a similar dilemma were able to find cash on hand to cover Airbnb’s inability to find other lodgings.

The Budget Inn Patricia Hotel was cheap and available, but a quick look on Tripadvisor.com will inform you that the hotel is less than safe. Again, the travel time had been added to find this hotel but is disappointing to be confronted with safety concerns. We await your prompt reply to the above.

We are greatly disappointed in Airbnb and its apparent lack of preparedness to take care of situations such as this. In our case, a host reneged on her obligation and we were unnecessarily thrust in to a situation that cost us more money out of pocket as well as cost us a great deal of wasted time – time that was intended for vacation, not for talking to customer service and looking for last-minute lodging on a very busy weekend. This loss of funds and time were completely unnecessary had Airbnb a stronger vetting process to avoid hosts who are uncommunicative and irresponsible. Airbnb’s options, as you described them over the phone, are weak strategies to protect users of your service.

Option 1: We, the clients could find new lodging using the Airbnb app. But as you were quickly able to understand by your own searches, this was simply next to impossible. On that day there were no Airbnb listings available within our budget.

Option 2: “Instant Book”. This seems like a good solution on the surface, but as we understood from your description of this option, we were expected to accept a new booking sight unseen. This is unreasonable. We asked for more details on the location, room size etc. and in the time it took you to look up this basic information, the room was booked. We are surprised that your customer service team is not better equipped to find listings more quickly and with greater detail.

Once Airbnb’s first two options were quickly exhausted, you offered to reimburse us for our hotel costs. However, you were clear that Airbnb has no way of booking a hotel for its displaced clients. This left us to find last-minute lodging, thereby defeating the entire purpose of using Airbnb in the first place. It also seems clear that Airbnb is incapable of vetting their hosts. As you’ll recall, when we arrived at our host’s location, we followed her instructions very carefully. Her instructions were sent out automatically and, ironically, mentioned she required clients to be in contact with her prior to arrival as she “had been burned in the past”. We can verify that we attempted to contact her several times.

However, we never heard back from her on Sept 2nd, nor have we received any communication since. As you will also recall, on Sept 2nd you made two unsuccessful attempts to contact her. When we arrived at the host’s location we followed the host’s instructions and went to the rented room. As per her instructions, the door was open. However, upon entering we found the room was unready and still contained the luggage and personal affects of another client. There was another resident at the house. He informed us that the other guests were out of the city but had no intention of leaving as they were under the impression that they were allowed to stay.

We would prefer to leave a review on this host’s profile – but this situation does not feel safe. To write a review, a user must allow a host to write a review of the user. However, we are hesitant to write a review (and thereby warn other Airbnb clients) that this host was negligent. Why should a client who was stood up by a host be required to allow the host to submit any review at all? I hope that customers can expect Airbnb to address these problems. Indeed, you mentioned over the phone that we were not the first to experience difficulties on that day and in that location.

This was our second experience with irresponsible hosts. Our first was a host who cancelled our reservation 12 hours before check-in, also for the same weekend and in Vancouver BC. We booked another location on Sept 2nd and received confirmation as well. If Airbnb is unable to process same-day reservations, or if Airbnb is unable to provided hosts the proper support they need, then Airbnb needs to step up.

The bottom line is this: Airbnb allowed a host to double book a room; Airbnb allowed a host to remain out of contact with a client; Airbnb allowed a client to become displaced because the client trusted the integrity of the services that Airbnb offers. By not vetting your hosts and by leaving clients for fend for themselves when stood up or double booked, it is clear that Airbnb is more interested in making a profit in the easiest and cheapest way possible than looking after its clients and therefore Airbnb’s own reputation.

Your services cannot be trusted and this is too bad. Your business concept is a good one. Perhaps you should do more to make it function well. It is clear from a quick Google search that Airbnb has many problems protecting clients from unethical behavior by hosts: Airbnb Hell came up quite quickly. I’m sure a more thorough search would reveal much more. We will be posting our experience to social media in hopes of adding our voices to a growing chorus of dissatisfaction with Airbnb’s sloppy business practices. In the mean time, we truly hope that Airbnb can become a better business, or that some other entity can step in where you left off.