I had planned on having a fun, relaxing weekend for my husband and booked a cute cabin in Flagstaff, AZ for Father’s Day weekend. It was listed that there was no AC but that it is cool in Flagstaff and not needed. Based on the reviews, I didn’t think twice honestly.
I booked his airfare (I was going to drive to Scottsdale to stay with family with our two boys) to meet us in Scottsdale and researched hikes in Sedona. Upon checking in to the cabin, it was cute and had everything we thought we’d need for the weekend. It was 86 degrees F upon check in, but noticed that the host had left the largest window opened and it was 101 degrees outside. I was a little annoyed but figured once we left the windows open all night and immediately closed them upon waking up that it would in fact stay cool as the host left his “stay cool tips.”
Well, the joke was on us. It finally got to 71 degrees F at 4:00 AM. We couldn’t sleep comfortably at all. The kids tossed and turned (ages 1.5 and 8) and it wasn’t until 4:00 AM that I was able to finally fall asleep for two hours. We got up around 6:00, closed the windows and headed for Sedona. After hiking for a few hours we headed back to the cabin. It was 86 degrees F in there, again.
I reached out to the host while nursing a migraine and dealing with three very very grumpy and miserable boys. He basically told me that it was a heat wave and outside his control. Which yes, I understand he could not control the weather, but I mean come over and check out how hot it is. Bring over fans or a portable AC (we paid him enough), get us a cheap hotel with AC, give us a partial refund… anything. He could not have cared less honestly.
I ended up having to take a cool bath with our baby to just calm him (and myself) down. My husband had started packing because we couldn’t imagine staying another night like we already had. I messaged the host again to let him know it was now 93 degrees F and there was no way we could stand another night there with it being that hot. I asked for a partial refund (we checked out with 24 hours of check in) and was told no, that his cancellation policy said no refunds.
I can’t imagine treating anyone like that but especially knowing how hot it truly was. To expect us and kids to stay in that is infuriating. It was mostly disappointing that someone could be that selfish and cruel. After reaching out to Airbnb, I was ghosted for two weeks. I decided to just call and was told “unfortunately the host said he won’t issue a refund.” I explained the situation to the gal and she was very nice but not very helpful. I was told she was going to reach out to the host and see if he’d change his mind basically. I told her it was unlikely and asked if I’m basically out all the money even though we checked out within 24 hours and she said I could escalate it to some Airbnb team and go from there.
Well, now I’m being offered a $100 coupon. All I want is my partial refund for the night we couldn’t stay. We didn’t even ask for a refund for the night from hell. I can’t believe the host and Airbnb just wouldn’t do the right thing.
You booked the place knowing there was no AC and now you want host to bring you a portable AC? How stupid is that. He cannot refund you because you blocked his calendar for booking days.
Well Helen
He did choose to be a host, with all the responsibilities and obligations that come with that role.
People on vacation shouldn’t have to make a trip to Walmart to buy a fan to be able to stay in the space they paid for.
We have found similar…there was the coldest period and a snow storm coming. We booked a nice cabin, descriptor was that it is Cosy all year round… but to dismay the two way heating system was only tepid after three hours! We let the host know, she came, said she had never had complaints before.. I asked for a small replacement heater but she did not offer anything … and left us for two days in the storm and cold. We stayed in bed to keep warm. We could not report it to Airbnb as there was no wifi and minimal signal on phone. We let airbnb know directly after we left the place and we have had the run around with Airbnb for a month now, saying we should ourselves the ask the host for a refund. No go.
Being the persistent sort I continued to appeal for them to do something. Then they get the rule book out: we should have left the premises and reported the issue straight away. ( in a storm, kilometres from no where, and no wifi! ) so we are disqualified from claiming. Now they are not talking on the HELP inbox.
I am a twenty time superhost myself, and wondering at the way follow up is now happening? I have ALWAYS BEEN ABLE TO GET A GOOD EAR WITH AIRBNB prior to these covid times.. what has happened?
Well,sorry he could not control the weather. He may not have been within distance to get a fan. Why did you not stop at Walmart and pick up a fan? $10.00? Don’t see why you think he was mean to you as you knew there was no A/c. No A/C means no A/C.