Host Didn’t Respond Correctly and Won’t Give Refund

We booked an apartment on the morning of April 12th after having confirmed with the host for an early check-in time as was allowed in the Airbnb rules. The host confirmed and said it was fine. We left the previous apartment where we had been staying and reached the given address. Then we contacted the host for the keys and he didn’t reply. He started saying he could not let us into the apartment before 6:00 PM; we reached the apartment at 10:45 AM. We started beseeching him, saying that we had only left the previous apartment because he confirmed with us… now he starts saying he couldn’t check us in before 6:00 PM?

It was really unfair when we booked the apartment and then someone says it is not possible. After an hour-long discussion with the host I said I would be cancelling the booking as it was not possible for us to wait till 6:00 PM with family and luggage. He messaged me by asking where we were. I told him we were waiting at his door step, which was unfair. Then he refused to give a refund and started saying that he would offer a 50% discount. I said I didn’t even have the keys yet… how could he deduct the amount? It was because of his own rules.

I would welcome any suggestions as I have requested a full refund. The host has not been replying anymore. We were not able to cancel our booking, so we didn’t get a room in Paris that day, just roamed from one hotel to another because of this incident. At night we got an apartment from booking.com and then I cancelled my Airbnb booking. I had a talk with the host to refund 50% of the cost, which has still not been done yet. I’ve attached screenshots of the messages. I don’t want to lose this money. This has made me lose trust in booking from Airbnb.

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

2 Comments

  1. It sound like you booked the place, but didn’t set a check in time. According to the information presented this sound like you’re at fault.

  2. It sounds like the previous guests are not able to leave until 6pm. Some guests don’t check out on time, posing stress on the host. Or perhaps the previous guests left the place in such a disarray its not presentable and he is embarrassed to let you see. Next time ask if you can stash your stuff there and get the keys, then come back at 6 to stay. This is what was promised. If the host allows this, be sure to comment in your review. If he doesn’t, contact the Airbnb Resolution Center mmediately. Not checking in on time as promised is a valid point to use to try to get a full refund.

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