Airbnb Screws Guests with Refund Policy

I’ll keep it short. I had a place reserved for a month on Airbnb and the host (Laila) did not have the apartment ready. She told me that she would give me a full refund, but then decided to change her mind that night. That was on a Friday night. She kept telling Airbnb that she would let my family and I stay (my wife and I have a two year old), but would ever answer our calls. Finally, after three days in a hotel, Airbnb cancelled the reservation on her behalf and gave us a full refund. That was on Sunday night. They did not take the word of the guest at all, only what the host said.

As Laila was not ready, I reserved another place in a last-minute situation to get my family somewhere to stay for the month. When I arrived at the apartment I asked the host if he was allowed to rent to me, and he said he wasn’t but that it was ok because he had just bought a house. I told him that I wasn’t comfortable with that, and to please cancel the reservation. He told me no, and to get out of his apartment. After he kicked my family and me out, I called Airbnb to explain. They then cancelled the reservation on my behalf, without my permission, and gave me a $2 refund on $2350. I called his apartment complex to confirm that he was not allowed to rent, and they provided me with the portion of the lease saying that he is not allowed to sublease or use online rental sites.

I let Airbnb know and sent them the portion of the lease, but they said that I needed to provide his full lease with his name and address. Seriously? They know that I can’t provide anything other than the contact information for the apartment complex so that they can reach out. I’ve been going back and forth with them for over a week, and they gave me an 80% refund, but at this point it’s looking like he’ll keep $600. Now I have to go through the process of filing a claim with my credit company in the hopes that their lawyers can resolve it. If you have the option, do not use Airbnb. There are other sites like HomeAway and VRBO that will provide you with a much better service, and offer protection for this exact situation.

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