This was my first time using Airbnb and it was sort of a horror story. We booked a room in a hotel resort with an option for an all-inclusive package to be paid at reception. Once we had driven several hours and checked in, the agreed price was marked up 50% from what was confirmed prior to booking. We called Airbnb and they advised us that they would honor the price difference as the host was unsympathetic and not willing to do so.
After dealing with Airbnb, night was falling and we started to see an infestation of cockroaches. We requested a callback from Airbnb and advised them we were out of there. They said they would find us alternative accommodation. By that night, we had not heard from them so we requested a callback; they said to book a hotel and they would reimburse us.
We stayed at a cheaper hotel and checked with them the next day. We never heard from them so we decided to just spend the money and book a five-star all-inclusive resort but only for three days and not the six which was initially booked. We never thought Airbnb would reimburse us for the hotel and thought it would be a battle to get the refund. Little did we know after going back and forth with Airbnb and them with the hostess, we got a full refund on the room booked. They also completely paid for our five-star hotel. We were eligible for the guest experience program.
All I can say is keep in touch with Airbnb when the first issues arises. We were impressed with the swiftness of reimbursement and the customer support from Airbnb for first time users. We were browsing this site upon investigating our ordeal. Reading all the horror stories, we’re glad we weren’t left hanging in the end.