Harassment by Host After Ignoring Check In

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We booked accommodation in Madrid from January 19-22, and as previously agreed with the host we were supposed to arrive between 12:00-2:00 PM. We sent a text via Airbnb inquiring as to who would be available to meet us, with no response from the host. As agreed, we arrived at 2:00 PM, and found the main door of the building locked and with no response from the host to several phone calls and messages made to her registered number.

We waited outside for more than three hours with several calls and messages during the time, only to find her mobile was switched off the whole time. Finally around 5:00 PM she made it to the apartment and showed no remorse for leaving us stranded, instead asking us to look for another place if we were unhappy. Her attitude and mannerisms were extremely unprofessional and rude, and instead of containing the situation, she talked down to us and was very aggresive. She did not help us settle in, did not show us the amenities or even how to get the wifi started, which was already a problem.

Half an hour after moving in while we were using the shower, we had a neighbour bang at our door, non-stop buzzing and yelling and complaining about water leakage from our bathroom to theirs. They mentioned complaining about this water leakage to the host in the past, with no action from her. We were asked to immediately stop using the shower. We paid for all amenities – not only did we lose half a day for the host to show up, but now we were also asked not to use the shower. The wifi also stopped working soon after that.

The host was extremely rude and aggressive, and as confirmed by Airbnb support staff, she also repeatedly used profanity, and threatened us with cutting off the water supply if we were not available when she would send someone to fix it. As of 3:00 PM today, we have been forcefully vacated from the accommodation with no proper/prior notification. Airbnb denies the confirmed mistreatment and unprofessional attitude of the host, which has all been documented in Airbnb messages to us. Furthermore, we were asked to immediately vacate the premises by Airbnb with the assurance that they would take care of re-booking us immediately.

This booking we made with the host was fully prepaid, and as per Airbnb rules, the payment to the host is only released after 24 hours of check-in. Our first complaint was registered 20 hours ago. Kindly refer to the complete communication in the email trails between Airbnb support team and me. We have been repeatedly threatened and harassed by this host in person, via text and phone calls, all of which have been documented and shared with the Airbnb team. We are still waiting to hear from Airbnb regarding an alternative accommodation, and are literally on the street for the next two days, with no communication from their team regarding the above or even our money. We are looking for a full refund, and a solution to our current dilemma.

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