I have been an Airbnb user for the past three years and was always happy with it. So much so that I encouraged my workplace to use Airbnb instead of hotels. When I first tried to book an apartment for a business trip, I got three cancellations for dubious reasons or no reason at all. Given that the trip was approaching I started to be very stressed out but finally found a place, which I again intended to book, only to be asked for a verification of my passport. I did allow Airbnb to verify my passport but then I did not get confirmation that the booking had gone through. Having had the three earlier cancellations I got even more stressed and found a fifth place, which I booked and this time it went through. Unfortunately for me though, the first booking had also gone through and the system did not make me aware that there was a double booking. The emails to that regard came through 20 minutes later (all four of them at the same time). I panicked and tried to cancel the second booking straight away (in the same hour) only to find out that the host had a strict cancelation policy and of the roughly $420 I was charged I would get $30 refunded, even though I cancelled within the hour. I contacted Airbnb using the phone number provided on this webpage and got through to an agent, who nicely thanked me for using their services for three years and told me that he would put my case through for the full refund. Thus far I still have both reservations going, as I do not dare cancel one; I was told Airbnb would do so. I strongly advise any Airbnb user to be super careful with bookings and wait at least an hour to see if a booking has gone through or not. The Airbnb refund policy is simply ridiculous.
We reserved and paid 502 USD for three nights’ lodging and the cleaning fee in September 2016 for lodging from September 16th to December 19th, 2016. Prior to December we requested to store our luggage the morning of the 16th because we were arriving on the Holland American cruise ship that morning. We had reserved a slot for two people for the 12:05 PM Sydney Bridge Climb which lasted until 3:30 PM. The host said we could not check in prior to that afternoon, so we stored our two suitcases at the dock’s storage rental. We had also booked a performance at the Sydney Opera House for 7:00 PM on the evening of the 16th. So at 3:40 PM we retrieved our luggage and got a taxi to the lodging we booked in Surry Hills.
Arriving at approximately 4:15 PM, we found an iron gate covering the door of the Airbnb lodging. No one answered our knocking on the window beside the locked gate. It was also raining and there was no overhang above the front locked gate. Our cellphones weren’t working so I remained with the two suitcases while my husband walked two blocks and found a restaurant. The owner was kind and made some calls for us. She was not able to get an answer at the number the host had listed on their posting. We found out two or three days ago they had sent a message to our email they had to go out for a couple of hours between 4:30 and 6:30 PM. They were not available when we arrived and they didn’t intend to be home until 6:30 PM. Since we needed a room to shower and dress for our 7:00 PM performance we had to get a cab and find a hotel. Since the host had been paid for three nights, I determined they had cancelled our lodging paid three months prior because they did not uphold the mid-afternoon check in request. Now we find out Airbnb is handling our request for a refund of the cleaning fee and two nights’ lodging. Instead they presented us with an Airbnb voucher for $200 to be used at one of their locations prior to January 2018. I have no use for this Airbnb voucher since we will never use their company again. When paid in advance, hotels will have someone available to check us in upon arrival even if we arrive at 11:00 PM on the day of the reservation.