Granada Horror Story: Left Out in the Cold

I booked a place in Granada, Spain for two nights. I called the host the day before my arrival to say I expected to arrive in Granada around 4:00 PM (I rented a car for the trip from Cordoba) When I arrived (at 4:09 PM) I called the host to arrange a meet-up. There was no answer. What could I do? I decided to try and drive to the apartment address but after two hours of driving around in circles I gave up and parked the car in a public parking facility. Then I noticed the host had texted me to say the key was in a cafe (no address given). I found the cafe online and called – no answer – so I took a cab there. The cafe was closed even though their website said they were open to midnight. I started to get a stream of unintelligible text messages from the host. In one he confessed he had no cellphone connectivity at work (where he presumably was) even though he had sent several texts, but never once did he answer my dozens of phone calls.

Finally, in one message he seemed to suggest he would be free by 10:00 PM, six hours after my arrival. I had had enough of this run-around, plus I was traveling with a sick companion who needed to get to a warm bed as soon as possible. I cancelled and booked a room in a nearby hotel. To this date the host refuses to give me even a partial refund, even though I am within my rights for a refund on at least one of the two nights. After reading all of the horror stories about Airbnb’s “customer service” I haven’t bothered to waste any time trying to get them to take action. And yes, you cannot post a review for a cancelled reservation. Needless to say, I will never book again through Airbnb; you pay upfront and then you are totally at the mercy of the so-called “host”. I hope the U.S. government or someone takes action and shuts this whole scam operation down.

Posted in Airbnb Guest Stories and tagged , , , , , .

One Comment

  1. You should have taken the time call Airbnb’s customer service and spell out the situation. If you contact them within 24 hours of your check-in date/time, you have plenty of recourse, and Airbnb will make an effort to remedy your stay in another place. Your mistake was assuming that Airbnb would just take care of the situation without you asking them for assistance. When it comes to trouble hosts and listings, Airbnb will take action and disable a listing or terminate a host if they get enough complaints about them. It’s all about communicatoin.

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