Airbnb Closes Case After Vegan Host Asks to Cancel

Our Airbnb host asked us to cancel the reservation after we discovered that we couldn’t eat honey, milk, etc. (vegan craziness) and asked for a full refund. Then she refused to refund our 50% strict cancellation non-refundable deposit ($800 CAD). Airbnb asked her to make the refund, she refused, and then they closed the case, bouncing back any email reply. That’s it. We’ve been deceived with a misrepresentation and lost 800 CAD after following the host’s directions one day after booking. Airbnb washed their hands of it, and the case is closed. What a horrible company and experience. There’s complicity in theft, which doesn’t even apply their own terms and conditions. I will never deal with them again, and am closing my account.

Stuck in a Long-Term Airbnb Nightmare


We booked the Casa Iguana Hotel and Suites in Mismaloya, Mexico. Advertised was an equipped kitchen, hot tub, swimming pool, wifi, and mini market, with the pictures showing a waterfall cascading into the pool. We are booked from January 6th to February 24th. We are still here. We have tried contacting Airbnb to no avail. We arrived to an absolutely filthy two bedroom condo. It was equipped with one fork, a couple of knives, two chipped plates, a couple of cups, no pots and pans, no towels, no dish towels, and no hangers in the closet – the rack was broken and couldn’t hold a hanger anyway. The lamps and shades were filthy, the hot plate did not work, and the kitchen counter was dirty. There is no waterfall. The mini fridge was filled with so much frost we could not put anything in it. The hot tub is empty and does not work, the four lounge chairs around the pool (for a 42-unit hotel) are broken, there are eight chairs around the pool to sit on, and there are only three tables. The “bar” has never been open and has nothing in it.

We were relocated to another suite the day we arrived after I angrily made a complaint to the front desk about the unlivable conditions of our condo. The next condo was tolerable, but the hot plate still doesn’t work and the lamps are filthy. We decided to make the best of it. We were given a single hot plate that is so slow it took me an hour to make mac and cheese. Tonight was the final straw: there are kids literally screaming from the early morning to 11:00 PM. The mini market has shelves that are almost empty. What’s laughable is Airbnb’s promise to mediate, and relocate us under these appalling conditions. How can they mediate when I cannot get ahold of them? We are stuck in this nightmare. Our final payment is due on February 3rd. There is nothing for us to rent in Puerto Vallarta in our price range from February 3rd until we leave on February 24th. Never again will I be dealing with a company that makes promises they cannot fulfill.