Host is a Scammer, Leaves my Parents outside in Barcelona

I’m searching how can I get a live and not automatic reply to the problem my parents encountered during their last visit to Barcelona. My parents’ English is not good enough for written communication so I’m writing on their behalf. My parents booked an apartment via Airbnb from my mom’s profile. They wanted a Russian-speaking host in order to overcome any language barrier. The host’s name was Olga. Unfortunately, there is no possibility of leaving a review on her page, for a reason… It is very important to me that this post gets the notice of Airbnb so that they may remove the host from Airbnb and other people won’t experience the same problems we did.

This host is a thief. When my parents arrived in Barcelona, they contacted Olga and she told them she was a realtor and not the owner of the flat. The flat owner, Ivan, should provide them the key. She told them she was not in Barcelona now and could not meet them. My parents tried to contact Ivan with no success for a few hours. My parents are in their mid 60’s – not a young couple – and this was very stressful for them. To find themselves in the middle of Barcelona with no place to stay, in addition to the fact they do not know Spanish and their English is very poor. After understanding that they were deceived on Airbnb (the website that we use a lot while traveling and usually are very satisfied with it) they had no other option but to just book a room in the hotel just next to the host’s apartment since they didn’t feel well and were very tired.

From the next day they found a cheaper hotel and booked there for the rest of their stay. We find it unacceptable to not have an opportunity to get in touch with someone at Airbnb and all the system provides is automatic replies. I asked Airbnb to contact us and to refund the difference between the booking and the hotel price (both hotels were the most simple ones). I have all the needed receipts and some Whatsapp conversations with the host and the owner of the flat. There were also lots of calls that were of course not recorded, unfortunately. I’m waiting for someone at Airbnb to please contact me asap.

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