Driven from Airbnb Horror on a Snowy Christmas Morning

On a snowy Christmas morning in the Rockies everyone was staying in a poorly maintained house we rented due to a malfunctioning alarm system that flashed lights without stopping on the first floor of the house after beeping without interruption for several hours Christmas Eve afternoon (a missing sensor on an exterior door would not allow us to turn off the system). Adding to this awful situation we were told we could not adjust the heat in the house, as it was remotely controlled by the owner in Boston. Cabinet doors were torn off of the cabinets. The house was very sparsely furnished and in very poor repair. A king bed was not properly put together; nails were used instead of screws and in the middle of all the chaos it broke and the mattress fell to the floor. There was a large stinking pile of garbage in the kitchen. The house had two doors to the outside, and two were broken and unusable. We had complained about all this to the property manager who said she contacted the owner. This turned out to be a lie. She was unresponsive and lied when she did respond. Faced with this charming situation, we packed and departed the house about 6:30 AM on Christmas morning in a snowstorm. The owner in Boston responded with a blanket denial of all issues. We are in the process of a well documented dispute with Airbnb.

Customer Service over Cancellations is Lacking

We had a reservation in South Lake Tahoe over Christmas paid in full, that was abruptly cancelled today, nine days prior to arrival. There was no explanation why, just a gratuity voucher if we could find a replacement for $195. This is the first time some of our family have used Airbnb, and I have to say we are all totally dissatisfied with all that has transpired. Our daughter has received no response to her email from Airbnb or from the host. We reserved in August, well in advance of the holiday. Two of the families are flying up here from southern California. This cancellation has not only made a mess of our well planned trip but also left us scrambling to find a replacement which is not proving to be easy at this late date near the holiday. I haven’t even mentioned the stress of the entire issue. I would think there would be some restrictions to the owners in regards to cancelling, as there is to the renter. $195 for our trouble doesn’t even begin to make things right. They can be sure we will be sharing this with all we know especially to those who use the service.