Reservation Cancellation Costs Airbnb Guests $800

I made a reservation with Airbnb for a two-bedroom unit in St. Pete Beach, Florida, for February 13th through the 19th. Initially, there was some confusion as the host indicated that the unit had already been rented. Resolution services at Airbnb contacted the host and then indicated to me that everything was good to go. This all happened around December 20th, 2019.

Yesterday, January 29th, I received an email form the host saying that the two-bedroom unit wasn’t available; would I take a room with two queen beds instead? This came out of nowhere. The reason I didn’t accept this offer is because I reserved a two-bedroom unit and because one of those bedrooms would be for a six-year-old who is hyperactive. Obviously anyone can understand why I wanted two bedrooms.

Anyway, I contacted Airbnb about this email from the host and after being on hold for half an hour, was told that a resolution specialist was not available right then and someone would call me back ASAP. Two hours later, no phone call. As you can imagine, my frustration was building; my trip was two weeks out and all of this was going on.

I called Airbnb again, and after speaking with someone in customer service, who obviously needed a lot more training, was finally able to speak with someone in resolution services. She indicated that she would contact the host and find out what was going on. I received a message from her later that the host wasn’t available and that she was leaving the office.

I called Airbnb again and once again spoke with someone in resolution services, who kept assuring me not to worry about it and that she would contact the host and get back to me. Again, I got a message that she was leaving the office for the day and hadn’t been able to reach the host. In the meantime, I got a email from the host saying I had ten minutes to decide if I wanted the room with two beds or she would cancel.

Just as I was calling again, I got an email from Airbnb saying the reservation had been cancelled and that my money would be refunded within 5 to 15 days. I did speak with someone in resolution services who did confirm that the reservation had been cancelled, but couldn’t or wouldn’t tell me why.

So here I am, two weeks before my vacation with granddaughter and great-grandson, who are flying in from Connecticut, while I am flying in from Wisconsin, and now we have no place to stay. The person with resolution services did send me several listing they had in the area, all quite a bit more that I was originally planing on spending.

I got on the phone and started calling resorts directly, Not surprisingly, everything was booked, and I mean every place I called. Finally, I found one place where we could get two rooms, which was not ideal but better than nothing.

The bottom line is that it’s going to cost me $800 more for the six days than I was going to pay through Airbnb. Refunding my money is one thing, but are they willing to pay me the extra $800 as well? I think not. I’m never going to use Airbnb again, and certainly won’t recommend them to anyone else.

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

One Comment

  1. You did the right thing by not accepting the host’s offer of a different room. That’s a huge scam. I’ve read several articles of that happening to people. Usually it happens at the last minute, so people accept the offer to move to a different location, then they get a horrible, run-down dive with stained mattresses on the floor & no actual bed, bedding, etc. Then when they complain to Airbnb, there is no recourse, because they agreed to stay there.

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