I’ve booked once before on Airbnb and it worked out great. Second time, not so great. I use the filter and put “dogs allowed” I checked a couple of places in one area then moved about 1 mile away to another set of listings. Apparently the filters do not carry over. It did not dawn on me that I would have to re-input all my filters again! If I have an account with Airbnb and a profile, shouldn’t all my standard filters be saved?? I found a house, sent a note to the owner. This listing was not an “Instant booking” so you are required to fill out a request form and “tell the host a little about yourself” I sent a note and told the host we are an older couple who want to have a reunion with our adult children and that we travel with a 9 lbs dog who is with us at all times. My husband and I work remotely from home and the dog is used to being with us all day and night. (so I tipped the host off to our having our dog with us) The owner said “yes we can accommodate you for those dates” and sent a payment request for me to pay. I paid. This was in October for a reservation for December 26-30th–way, way in advance. About 24 hours later, the host sends a note saying “oh sorry, we do not allow pets” It was not mentioned in the house rules or anywhere else on the listing. The reservation was cancelled in 24 hours and my money was credited to my card by the host, but Airbnb took their $80 fee. I contacted Airbnb and was told if you change a reservation for any reason Airbnb does not return their fee. I had to escalate my complaint to a manager who called me and said “we are going to refund our fee this time but in the future, YOU need to be more careful to read everything before booking” I told her she need not chastise me-I am a grown ass woman- and as far as I was concerned the error was on the host’s part for not clearly stating what their rules even after I sent a note telling her I was traveling with my small dog. I’ve also checked into other listings and found the advertised rental price is not always what you get. For example I pre booked another home for the December trip that was listed as $230 per night. When I got the booking information the nightly cost jumped to $330 a night. The host said the amount listed in their posting is only “a typical nightly rate” and that the rate can jump up during the Holidays. Additionally even if I tried to cancel a reservation 24 hours later, their policy is a “strict cancellation” and even with the reservation being for months away, the host can still keep 50% of your payment regardless of the possibility the host may re-rent for the dates you cancelled!!! Very unfriendly to consumers!
Airbnb is very unfriendly to consumers!
Posted in Airbnb Guest Stories and tagged cancellation, customer service, pets, refund, strict cancellation policy, unfriendly.