Tag Archives: Airbnb refund policy

Scammed and not Given Compensation for Barcelona Stay

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My boyfriend and I had paid to stay in someone’s apartment in Barcelona as a last resort because there were no affordable hotels available on our dates because they clashed with a world congress gathering. We arrived at the address of the listed apartment (from a verified host with multiple positive reviews) which lead us down a narrow poorly lit side alley to a building with no lights, locked doors, and appeared to be undergoing construction. Keep in mind this was at 10 o’clock on a Saturday night in a foreign country. We tried phoning and texting the host and got no response. He turned his phone off when I continued to call so we left and found a safe place to sit with our bags while frantically trying to work out what to do. I had never used Airbnb before so never knew what to do in this situation. With help from both our families back home we got a place to stay. In total we had to spend £600+ on hotels for the three nights, which is significantly more than we had originally spent on the apartment.

We tried emailing Airbnb and didn’t get a response. When they eventually did respond they weren’t much help at all and by then we had already sorted out a place to stay. They have now eventually refunded what I originally paid for the apartment but nothing else, meaning we are £400+ out of pocket as a result of this guy’s actions through absolutely no fault of our own (other than not having insurance). I totally understand if I had had insurance that this could of been different but after reading several forums online of people being given compensation by the company I asked why I wasn’t given the same consideration. I was told “every situation is dealt with on a individual case by case basis.” I was massively let down by both this organisation and the host. I understand not every host on this site is a fraud and I probably got one bad egg out of a whole bunch. However, the possibility of this happening is very real even if hosts look reliable so I’d advise anyone planning on booking to learn from my mistakes and be more wary.

Total Dump on Airbnb Leaves Guests with no Privacy

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I booked accommodation in Johannesburg for me, my husband and my son. I asked if it was self catering and they confirmed; nowhere on the listing did it say that I would have to share a kitchen with other guests. When we arrived there, some of the staff and guests were smoking marijuana on the patio. The whole house was filled with smoke. The lady took us to our room through the kitchen, which was filthy, with burned pap on the stove. The room was not ready. There were two mattresses on the floor – no actual bed – with no linen. There were also three other mattresses in the room against the wall. The room was extremely dirty. Our bathroom was dirty. I asked where our kitchen was and the lady said we had to use the big kitchen. In the kitchen there was a lady who had just finished using the shared shower and walked through the kitchen with only her bottom covered; her top was exposed. I immediately phoned the owner and she said she would be there in ten minutes. After 45 minutes, I phoned, and I spoke to her husband. He said I must go and look for other accommodation – he would refund us. We travel every weekend and this was the worst accommodation I have ever seen in my life. I am not happy at all with the way they are sending me messages now and I feel like I want to send the police to that establishment, as I feel that they are taking us for a ride. The pictures on the website are not at all how that establishment looks like and I believe they just want to take people’s money. They refuse to refund us, even though they said they would provide one in full.

Shady Airbnb Host Says Room is Unavailable for My Daughter

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I had booked an apartment for my daughter to stay for six nights from February 23rd to March 1st, 2017, with instant confirmation. I had checked with the host if it would be possible for early check-in as she will reach Melbourne, Australia after a long journey. He said he can make her stay in the apartment where he was staying with his brother and sister for two days and then shift to the apartment where I had booked. I queried him on the need to stay elsewhere for two days while I only needed a few hours of early check-in. He said that the apartment was not available until then and the listing had not been updated. I was not comfortable with this arrangement. Airbnb suggests that, in such situations, the host (and not the guest) should cancel the booking. The host had promised me that he will cancel the booking and that I will get a full refund. He did not cancel. He stopped responding to my messages and phone calls. Finally, I could only request a refund of AUD 843 through the Airbnb site (as opposed to the AUD 1,030 I had paid). Since then, I have been following up with the host, who continues to ignore my messages. There is no straightforward way of contacting Airbnb. The balance of AUD 187 should also be refunded to me. In fact, this created a major issue for me to make alternate arrangements for her to stay, while she was still flying, on the way to Melbourne. Thank god I did not let my daughter stay with a stranger (host) who turned out to be so shady.

Careful Not to Book with Strict Cancellation Policies

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I had reserved an apartment and then the airlines canceled our flight. When I requested a refund, I only received 50% of the paid amount. I gave the host four months’ advance notice. She claimed she had already blocked the dates and would not refund us in full. She could easily unblock the calendar and rebook the place. If I had canceled a reservation four months in advance at any normal hotel or business I would be refunded with no questions asked. This is what makes Airbnb a grind: greedy hosts and company. Be very careful about booking outside of the country these days. There are way too many scams happening abroad. And you really do not want to be stuck in a foreign country in a hellish situation. Stick with reputable hotels and inns. Go to Tripadvisor and get the latest reviews on an accommodation before booking. The reviews on Airbnb are often unreliable. I’m tired of dishonest hosts and listings. It’s not worth the time or money (not to mention frustration) anymore. Guests are not respected. The Airbnb model is currently dysfunctional. Trust and honesty issues are rampant when there is money involved. Don’t shell out your money in advance on often broken promises.

Still Waiting for Refund After Host Lied About Everything

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I recently booked a stay for my son at an Airbnb property, and as stated in their refund policy, I am entitled to a refund based on quality standards. The listing was misleading. It did not state that the water was not potable. It did not include that the room lacked the ability to be secured. There were no door locks, and no door between the shared living space and the room. It was dirty and infested with insects, which swarmed when the lights were turned on. The windows were minimally covered, and the coverings that were present were filthy. One window frame was dangerously splintered. The posting also listed internet access, which worked poorly, and only in one location. Half the electrical outlets were not working, necessitating the use of extension cords to power half the room. Many of the lights did not work. There was food in the refrigerator dated from several years ago. The access to the listing was almost impassible. I have pictures and videos to substantiate my claims. I contacted the host, and because my son managed to endure two nights before he lost his resolve, I agreed to pay the host $200, well above the nightly rate, and she accepted. Airbnb refunded me a portion of my deposit, but is attempting to charge me $440 for this nightmare. I have attempted to contact Airbnb, only to be placed on hold for 20 minutes, after which I was hung up on. I have contacted my credit card company and filed a dispute. I will pursue legal action if necessary, but would prefer to resolve this issue civilly. So far, there has been no further response from the host or Airbnb over the charge.

Nonexistent Hosts and Last-Minute Cancellations

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The idea of Airbnb is swell. The implementation is horrible. The infrastructure to their service is non existent. My host confirmed two months in advance of my overseas trip. I checked two days before departure to learn the host had cancelled my lodging without telling me. Airbnb did not alert me either. That is a product of their infrastructure issues. I tried to book with another host who gave me immediate confirmation. I discovered not only was that not a true confirmation, but that host had not owned that property for two years. Again, an infrastructure issue. No one is monitoring the lodgings and the hosts.

In addition, there was no way to write a review on that host because the lodging was cancelled. Now let’s get to customer service. They were useless. All they did was send me emails about dwellings I had already discarded. They would not offer more than a standard $200 to help with my booking which was for two weeks. $200 wouldn’t even cover two days at any of the other residences. I could not afford any of the appropriate last minute lodging and Airbnb would not help. There was one host who had seven seemingly appropriate lodgings. I asked Airbnb support to contact that person to see if any of her lodgings would be available ASAP when I was about to depart. They said they would and two days later, they still had not come through. I was already in the country staying in a hotel.

My third week was to be in another country on the beach. The night before my arrival, the host sent me an email saying the sand fleas were over abundant, to bring bug spray, and don’t lounge on the beach. There was limited and poor wifi, almost no taxi service, and no restaurants in the area. I was supposed to take a taxi from the airport, go to a supermarket, then get to the lodging with all my cooking supplies for four days. I had to cancel but was financially penalized. Airbnb would not intervene or even address the issue. I lost over $500. To make matters worse, any refunds took four different contacts to get the ball rolling.

The company needs to fix their software application to do the checks and balances on hosts and cancellations. The company needs humans to monitor and work with hosts to provide a standard level of service. The company needs to allow disappointed travelers to comment on hosts even if they don’t stay at the lodging. But mostly, Airbnb needs to monitor their hosts constantly and penalize those who damage their brand by misbehaving.

Moldy Dirty Airbnb Montclair: Why Cleaning Fees?

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We were a group of seven adults trying to get up north for a close friend’s birthday and it didn’t turn as great as we wish it had. The first weird moment was when I got a text from the host telling me the hot tub was on, and if we were going to use it, it would cost $50 for utilities and a cleaning fee, when the hot tub had already been included in the listing. Who would want to jump in a hot tub outside in the Oakland/Montclair area in February while it’s pouring rain? We arrived there to find out that none of the “entrance doors” we going to be locked during our three-night stay. The host told us it was a really safe neighborhood and that he was a part of the “neighbor safety watch council.” We obviously had luggage as we had booked from Friday to Monday morning, so we were a bit skeptical by this news that had just fallen on us. After getting some of our belonging in the rooms, we noticed some of the beds were in fact only mattresses on the floor, which was different than those in the pictures on the listing. Some of the rooms had a really dusty/stuffy/moldy smell and it made it awkward to breathe, so we opened the windows a bit, even if it was pretty cold up there.

We all went out to the birthday boy’s dinner, to find out after coming back that the kitchen counter was not even clean. Why would they rent a dirty house to people? When adding some beverages to the fridge, we realized that the entire place was just dirty. Two of the rooms had a space heater, but the third one had nothing. The people staying in there were freezing during the night and tried to turn what seemed to be the “full house heater” on the next day, but the box didn’t even work. When it came time to take a shower, we realized that not only was there rust, the towels were falling apart, the rod used for the curtain was actually a metal pipe, and the bathtub was actually moldy all over. The listing showed a $75 cleaning fee. I’m not sure who is enjoying that charge, but definitely no one who ever touched a sponge, scrubber or any cleaning detergents.

The house all around was really mismatched and decorated in a really weird way, but what was shocking is the fact that only a homemade sliding door was separating our “entire place” booking and where the host lived with his girlfriend. If the door was closed and locked all the time, it would have been ok, but in our case, we found that door wide open every morning, after a few of us had already left. The host might have thought it was cool to just go around during our “rental time” without letting us know. He could have at least warned us. Also, please read the “Hot Tub Rules” that were listed on the side of the dirty fridge, and tell me if you believe this is okay to ask your guest to be completely naked to use the jacuzzi. There is so much more I could say about our stay, but I’ll just share the few pictures I took of that place that should not be on Airbnb before getting cleaned and updated.

I requested a part of our booking fee back from all the people who rented that place with me and didn’t get any answer. I believe that rust, mold and unlocked entrances at all times should not be a part of the Airbnb policy. The nonexistent customer service pretty much tells people like us, to resolve the issue with the host and would get involved only at the crucial part. I feel like it is a great business for them as they are charging quite a bit extra to the guest and take a nice part of what the host makes as well, just for the access to their website. For all the money they are taking away, I wish they would support whoever goes through that kind of experience a little better. Hopefully someone will get back to us and at least get us the cleaning fee and Airbnb fees back.

Tampa Nightmare: Airbnb Doesn’t Care About Guest Safety

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I really wanted to have a good experience with Airbnb. Really. The concept is simple enough: rent out a room in a “host’s” home and save considerably over the cost of a hotel room. Unfortunately, my first (and last) reservation with Airbnb has risen to the top of the list of the worst customer service experiences this quinquagenarian has ever seen. I accepted a new position with a software company in Tampa with the hopes of relocating my wife (and our dog, Lucy) sometime in the first quarter of 2017. Unfortunately, President Trump issued an Executive Order that implements a hiring freeze for all non-medical employees of the Veteran’s Administration, my wife’s employer. Since her move was postponed, my employer has graciously allowed me to return to North Carolina every 2-3 weeks. Because this situation is no fault of my employer, I am responsible for my housing while in Tampa.

It’s only natural that I would look for the least expensive roof to put over my head. My philosophy is that for the majority of the time I’m under the roof, my eyes will be closed, so my decorative expectations are low. I started by searching for a no-tell motel near the office. It turns out most motels in downtown Tampa double as retail crack and prostitution outlets. Who knew? The chain hotels, including the long-term suites, are just outrageously expensive. I resigned to the idea that the least expensive route was probably going to involve a shared property or roommate.

Enter Airbnb. I searched the site and discovered that not all of the listings are for roommates. Some listings were for entire homes and apartments. Others are homes that are set up like European hostels with digital bedroom door locks and shared common areas. I was optimistic as I inquired about several properties. One of the first hosts to get back to me were “Chris and Loni” who listed a “Luxury Private Room” in the Ybor City neighborhood of Tampa. Chris and Loni don’t live in this Ybor City house, but it appears as though they recently purchased it and have set it up as a hostel. I have driven through Ybor many times and it appeared that parts of it were being redeveloped. Other parts seemed to have not come around yet. Naturally, one of my concerns was the safety of the neighborhood. Before I made the reservation I asked about safety. They responded: “I can assure you this is a safe and friendly neighborhood.” I accepted their assurance and made the reservation.

After a nine-hour drive last Sunday, I started to approach Chris and Loni’s “luxury private room.” The first thing I noticed was the dilapidated houses, overgrown yards and then… there they were. Plain as day. Practitioners of the world’s oldest profession, approaching slow moving cars within 100 yards of Chris and Loni’s hostel. I continued down the street and past the little blue house, until the street dead ended at train tracks. To Chris and Loni’s credit, their house appeared to be the nicest one on the street. People were relaxing on their porches and in folding chairs and milk crates on their lawns. Many of them sipping on beverages wrapped in brown paper bags. I decided that it was probably best for this unarmed, white male driving a Prius, not to get out of the car. I found a McDonald’s, called the Airbnb customer service number, and expressed my safety concerns. The agent on the other end of the line offered to contact Chris and Loni and request a refund. About twenty minutes later, I received a text from the hosts that read: “This is a last-minute cancellation and we will not offer a discount. You’re welcome to cancel and address this with Airbnb.”

This text was followed by responses defending the safety of the neighborhood. I have been addressing this issue with Airbnb for four days now. Here’s a synopsis of my Airbnb customer service experience:

Sunday, February 19, Afternoon – after those texts from the hosts rejected my request for a refund, I called Airbnb customer service. After being on hold for 25 minutes, I finally spoke to “Miriam” and presented my case. She offered to contact the hosts and attempt to negotiate a resolution. Later on the same day, I received a phone call from Miriam indicating that she had not been able to reach the hosts.

Sunday, February 19, Evening – I booked and checked into another (more expensive and safer) place I found on Craigslist, called Airbnb, and asked to speak to a supervisor. I spoke to “Billy” who offered to open a resolution case. He suggested that I cancel the reservation, so that the dates would be made available to rent to someone else, thereby giving Airbnb more leverage to negotiate with the hosts. I promptly canceled the reservation. I am also told that my case manager, Miriam, will be off until Wednesday, but Billy was going to assign it to someone else.

Monday, February 20, Morning – I do as Billy suggested and covered all bases by going online and opening a resolution case with Airbnb. I submit crime statistics for the neighbor that show the area is 52% more unsafe than any other Tampa neighborhood. No communication from Airbnb.

Tuesday, February 21 – I contact Airbnb to determine the status of my request. I’m told that they have not yet received a response from the hosts. I tweet my frustrations to Airbnb and its CEO. I get a response indicating a case manager will be in touch shortly.

Wednesday, February 22, Morning – Miriam calls to tell me that the hosts have not responded to both email and telephone calls.

Wednesday, February 22, Evening – No more communication by 6:00 PM. I tweet: “Day 4 of no resolution and no refund from Airbnb or slumlord “host” Brian Chesky probably spends my $300 on bottle of wine at dinner tonight.” Shortly thereafter I receive a call from Miriam indicating that the owners had responded to resolution case with additional BS about their neighborhood being safe and refusing to offer any refund or compromise. She tells me that “safety” is not among the hosting standards of Airbnb and it is my word against the owners about crime. I suggest they review the crime statistics I sent. She tells me that I will not be getting a refund or even a partial refund. I go on a rant and asked to speak to a supervisor who can make a decision. Miriam tells me that supervisors don’t talk to customers and that they are only there to guide her.

My gasket is blown. It’s not enough money to sue over. My credit card company says it may or may not allow me to challenge the charge. The paperwork is extensive, has to be notarized, and may take 30 days to get an answer. This morning I sit here, for the first time in my life, contemplating contacting one of several Tampa-area consumer reporters who I’m sure would love to take on Airbnb. Does anybody have Keith Morrison’s cell phone number?

Airbnb Denied Refund for Rental in Austin, Texas

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I was in Austin, Texas for the week of February 6th, 2017. I decided to stay an additional night and went back to Airbnb again. The place I had booked was not available for Friday night, February 10th, so I booked a place in an area of North Austin called Hyde Park. From the photos it looked like a sweet deal. I went by the location Friday morning to drop my car off and was quite shocked by the area: it was run down, “no parking” signs were everywhere, and there were several gun concealment signs. The few people in the area did not look inviting at all. Given the air of the location, I was concerned about leaving my car parked on the street as well as my safety staying the night there. I promptly cancelled my reservation and booked a hotel. Given my concerns I requested a refund from the host and then Airbnb. Both refused. In one of the replies from customer service, the agent stated, “…we have issued our final decision for this case and we will disengage from further discussion on this topic.”

Talk about just telling a customer to f*** off. The bottom line is I feel I should have my money refunded. The area of this rental is unsafe for any visitor. Airbnb deleted my review. My review was not inappropriate nor did it indicate anything about the inside of the unit. It simply stated my concerns about the area. If Airbnb insists on keeping my money, my review should be visible for others to read and decide for themselves. If there were other past reviews of this rental that did indicate a problem with the location or safety and Airbnb deleted them, then shame on them for their actions.

Moderate Cancellation Policy Leads to Terrible Customer Service

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After our Airbnb reservation was canceled by the host less than 24 hours prior to our arrival in Los Angeles (it had been booked for two months), we were in desperate need of booking a new place as soon as possible. We quickly booked the first one that looked good to us but unfortunately once they showed us the address, we realized it was in the wrong location. We then canceled it so we could book a new place in the right location. The cancellation policy was ‘Moderate’ which essentially means they only refund you 50% of the full payment. The Airbnb property had been booked for less than twenty minutes and we felt we should have gotten a full refund. We could have used it towards a new reservation in the part of the city we were expecting. After speaking with about six different customer service representatives who all told us the exact same thing – we cannot get a full refund because it’s ‘policy’ – we were furious. We were in a 24-hour battle over the phone with a number of different reps who did absolutely nothing to help us. They were unsympathetic toward our situation which we wouldn’t have even been in in the first place had our original Airbnb host not canceled on us. They refused to refund us the rest of the costs and did nothing to even put us up in a replacement Airbnb. We ended up having to book a hotel room for our first night in LA because our Airbnb account had been disabled. This was a huge inconvenience for us and had a huge negative impact on the rest of our trip. We will not be using Airbnb in the future and will tell all our family and friends to boycott it as well. Airbnb should get better customer service.