Airbnb Expected us to Use our Psychic Powers

My husband and I recently sold our home and needed a temporary place of residence for three weeks before we could move into our new home. We figured an Airbnb would be the most comfortable route as we have a dog and a young son. Upon our arrival to our Airbnb everything seemed fine and the host had been very kind in his messages. Upon further inspection, the toilet was not clean, the shower looked like it had not been cleaned in awhile, the shower curtain liner was brown at the bottom, and the host had left his used bar of soap that had body hair on it in the shower. The fridge was full of his food which left no room for the groceries we would need for three weeks and the freezer had dried food stuck to it. In addition the bed was only a full bed for three people (myself, my spouse, and our son).

We stayed there less than 12 hours and the next morning I immediately messaged the owner and kindly told him it would not work. He asked if there was anything he could do and I stated that we just wanted a refund and it was okay. I later called Airbnb asking for a full refund and they stated they would back the owner’s refund policy of only 50% if we did not cancel prior to staying there. My question is this: how on earth could it be possible that we would know before seeing the apartment that it would not meet our needs? We paid $2156 to stay there for 22 nights and only actually occupied it for eight hours. How is it fair that we only received $856 as a refund?

The cancellation policy was stated, but the apartment we expected was not what we got. The owner is also at fault. It is not expensive to hire someone to clean a residence before you know you will be having guests stay there. Basically we are out $1300 because Airbnb somehow expected us to use our psychic powers to know that the apartment would not meet our needs prior to staying there. Not only is that the most ludicrous and ridiculous policy I’ve ever heard, but it’s also theft to let someone take so much money from us and then not provide us with a refund. I will never, ever, use Airbnb again and I will let everyone know how they do not advocate for their guests. I will also be filing a complaint with the BBB. My husband even offered to refund the host for the time we did occupy the residence and still a refund was denied. In the past I have used VRBO to book vacation homes and have never been disappointed with my experience. This has taught me that I should have stuck with a company who cares about its guests and to never, ever, use Airbnb again.

Posted in Airbnb Guest Stories and tagged , , , , , , .

3 Comments

  1. Airbnb cancellation policies are nice in theory but in actual circumstances of cancellation the chances are you will be robbed.

    I once booked an Airbnb accommodation for a stay 30 days in advance and cancelled the same hour I booked.

    The host had a strict policy that allowed them to keep 50% on cancellations if cancelled more than 7 days prior to checking.

    Airbnb and the host kept my money.

    I have never been so disgusted with a company. My cancellation happened within an hour of booking and 30 days from the checkin.

    They stole hundreds of dollars and refused to refund citing the hosts cancellation policy.

    I refuse to be scammed again by that horrible platform.

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