Airbnb Left My Family in the Desert without Air Conditioning

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My brother, sister and I booked a luxury property through Airbnb for Father’s Day Weekend. The booking was made in May 2021 for a stay from June 18-20, 2021. The day before the trip, I learned that the owners fired the property manager who accepted the booking and the new property management company had no record of my booking.

A few hours before the trip, I was contacted by a representative asking me for my personal information so she could make a reservation and grant me access to the property. Although reluctant, I acquiesced. When we arrived at the property, it was 115 degrees outside and 90 degrees inside the property. There were huge lizards over the entry door, spiders and bugs throughout the property due to a cracked foundation, inadequate seals around the windows and doors and no working wifi.

After a couple of hours of trying to restore the wifi, I called property management and my sister attempted to reach someone at Airbnb. I started receiving text messages from one of the representatives who walked me through everything we already tried. After five hours in the extreme heat, they sent out a technician. The technician was able to restore the wifi, but could not get the air conditioning to work.

Airbnb provided no valuable assistance by phone. We made the difficult decision to stay overnight, because it was pitch black in the desert. I came from Moreno Valley, my sister from Los Angeles and my brother from Big Bear. We spent most of the night outside, unable to sleep well due to the overwhelming heat, an influx of spiders and the smoke detector going off at 3:00 AM. We got up at 6:00 AM, called The Ritz Carlton Rancho Mirage who generously accommodated all of us with an early check in and attempted to salvage our trip.

I have spent the last month attempting to get resolution. As of today, Airbnb and the property owners are withholding my money for the first night’s stay. They did not provide the accommodations that were advertised, but are charging me for what was the worst travel experience of my life. The property management company is refusing to take any responsibility even though they accepted the booking, were responsible for managing the property, provided failed technical support and left my family in an extremely unsafe situation.

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