So a few weeks ago I made a reservation in Oistins, Barbados for an employee of mine. I was staying nearby (at a resort). We checked in with the host and even though it was smaller than expected, had no air conditioning, and shared a bathroom between three guests, we decided it could work. Upon unloading the car we realized we had forgotten to ask the host about the wifi password. I stepped out onto the back deck to find the host rolling up a joint in front of the other two female guests. Being that this was a business trip and that I was putting my own employee in this situation made me very uncomfortable. I discussed what I had just seen with my employee, and she assured me that as long as the other guests were civil it wouldn’t be an issue. As long as no males were on the property she felt relatively safe and secure locked in her room. She had a working phone, a way to call me if she felt the need. So the next morning I went to pick up my employee and you could just tell it had been a long night. The other guests stayed up until 5:00 AM partying, yelling at each other, banging on the windows, having guys over, drinking, eventually vomiting, and dry heaving until sunrise. It was not the sort of environment you would want to be in professionally. When you have to be up early and on camera all day, this room obviously wasn’t going to work out.
I called the host, explained the situation, and told him I was going to have to move my employee to ensure she was rested and ready to go to work. He understood but was apparently more concerned with the other guests? If I’m renting out rooms from my house I want to take care of the people that take care of my place. That was not the case here. So we agreed that he would refund half of the reservation and since that moment I haven’t been able to get in touch with the host. I told him if he executed the refund process quickly I wouldn’t make a big deal, wouldn’t contact Airbnb, and wouldn’t leave a nasty review even though he was owed one for sure. A week went by and still nothing, so I escalated the refund to Airbnb management. They said they would be in touch. A few days later (on Christmas morning at 10:00 AM) I finally received an email from Airbnb saying the case was resolved, and my request for a refund had been denied. They couldn’t reach the host to verify my cancellation so they dismissed my claim. Long story short? Airbnb doesn’t care. They only care about making money, so guests should document everything. I told the customer service representative it would have been dangerous and ignorant of me to take a picture of my host smoking a joint on the deck. This was unbelievably bad customer service; to call it so would be a joke. Do yourself a favor: buck up and pay for a hotel to take the stress out of your next stay.