I reserved an Airbnb a week in advance for a six-guest stay in an apartment. The host and I talked back and forth and she was very polite. We rolled up around 1:00 AM, drained after our 4.5-hour drive and just ready to get settled in and maybe hit a few bars to get our trip started.
We unlocked the door and walked in to see this very large man on the living room floor about ten feet away from the front door we opened. We all jump back, thinking: “Is this the wrong room? No, it can’t be because the code to unlock it is working.”
The guys went inside to find sections of the living room separated by sheets/curtains and three beds on the floor for us to sleep on. These beds were a curtain away from this random man on the floor. The guys went back in to take pics and videos of this place as proof to send to customer service for a refund. There were even two rooms in the back that had people in them.
I promptly cancelled our Airbnb and immediately called customer service. The customer service rep told me he had to contact the host to get her side of the story. They contacted the host who finally woke up and started freaking out, sending me crazy rude messages. At the point we were all just so done; we just needed somewhere to sleep.
After calling around and driving around until after 5:00 AM we finally found something to accommodate all six of us (thanks to the nice front desk lady at the Comfort Inn). The crazy host kept messaging me until 4:30 AM.
Now, looking at the reservation, it does say a shared room up to eight people. This was my first Airbnb experience to I thought shared meant shared with our guests (since there were six of us). However, we were never informed people would be there at the same time as us a sheet away – scary.
In the end, the host was just as rude to my customer service guy as she was to me which, isn’t going to help her. Hopefully, she is removed from Airbnb. She refused us a full refund but we called and filed a claim with Chase.
P.S: it looked nothing like the pictures. I’m attaching the photos from the website, the guy on the floor, our “room”, and screen shots of this crazy lady going off on me. The door auto locks so we didn’t leave anyone in any type of danger/harm. You can’t break and enter if you were given the gate and door code to get in.