My daughter and fiancé moved to the Seattle area. Upon arrival they discovered their apartment wasn’t ready due to mold issues. They had to retile the place and wouldn’t be able to allow guests to move in for another week. My family was stuck. They also had a sweet older cat with them. They had to book a hotel for the first night. I, being the helpful mom to my 22-year-old kid and her fiancee and kitty, wanted to look into an Airbnb rental so they could be comfortable.
I found this listing. If you scroll down on pricing it says: “Extra people: $48/night after the first guest.” It could be my mistake that I did not see this. I was going back and forth with her from Friday evening into Saturday late morning about the listing. Moving forward, I went to book and the price went from $80 per/night to $128 per/night. I attached the screen shots of our messages and my confusion on the part of the second guest. If you read this, you can see she is even confused and looks like she is saying that I was probably trying to book for three guests (myself, daughter and her fiancé) and she said I need to book for a total of two people.
I made the mistake of thinking when I put one guest I thought myself plus one guest. It was a dumb mistake on my part since I have booked with Airbnb before. However, in all the comparable listings in that area – I clicked through about twenty – the prices were always for two people; I didn’t think twice and booked it. The other thing, the host clearly saw me saying “them” when referring to guests and listing their names. I even told her their story in the beginning: how it was my daughter, her fiancé, and their cat (I did not include this screenshot, but I can if needed).
Here’s where it gets interesting. My kid had her number and proceeded to text the host that they were on their way. She texted my kid and said “your mom only paid for one person.” My kid asked how much it would be for two people and she stated it would be an additional $180. I told my kid that it was too much, thinking there are other places for that price that were private.
Did I mention that this host’s place was not private? She said it was like “one big master bedroom, but the kitchen and bathroom is shared.” She has it listed as an entire home/apartment but the room and living room was separated from the kitchen by a blackout curtain; her and her husband’s room is private in the back. $128 per night in that area? Why didn’t I just book a whole cottage for $100 per night?
You can see in my messaging that I was considering having them just stay the one night and not the rest of the week. However, I ended up canceling the whole thing and they stayed in a hotel. I also wanted to attach the text messaging thread. You can’t get each other’s number until you book for safety purposes. She and I were texting back and forth with this misunderstanding and I apologized profusely. I asked then if I would get refunded. She assured me I would. I told her okay, I would cancel and thanked her for the refund. I knew she had a strict cancellation policy but I figured she has been super nice and understood the situation was my mistake.
The next day I contacted the Airbnb resolution center on the site. All I wanted was to make sure she refunded me. They told me to request money from the host, so I did. There was space to put the reason and I typed “misunderstanding at check in, host agreed to refund full amount.”
What does she respond with? “Not truthful guest.” She then declined to refund me. If she would have said “no, sorry I can’t give you a refund” then I at least I could have paid the extra $180 and not be out $400. She basically has no one staying in her place for five days and Airbnb and the host got $450 (fees included) out of me. Even Expedia doesn’t do that. Once I accidentally booked the wrong dates and was out of the cancellation policy. They still refunded me and told me: “It’s ok. Sometimes stuff happens.”
I ended up calling my bank to have them dispute the charges. I had to tell them the whole story and send them the screenshots of the messages. When a case manager from Airbnb called me, he seemed nice at first, taking in my story. I even sent them the screenshots of the text messages where she stated more than once she would refund me. He said they are the final say in this matter. I received a call back from the case manager the next day. He stated the host said I lied and tried to “pull one over” on her, that I tried to book for one guest and was really bringing two. Like she didn’t know and capitalized on my mistake. Then she said I called her and harassed her. I did no such thing. If I were able to upload all the screenshots of the text messages then you could see I was nothing but apologetic and kind.
Now this host was so rude. He was talking over me, yelling at me, and bullying me. I was made out to be the villain. This host just joined this month and had no reviews. That in itself should have been a red flag. The Airbnb case manager made me feel foolish and said that this host has a strict cancellation policy; when I booked, he stated that it was a legal and binding contract and he cannot force the host to refund the money. He said she wasn’t going to refund the money at all and I am basically screwed.
First off he talked over me, then when I did the same he yelled at me. When I raised my voice he said over and over this was a legal and binding contract and in the end he essentially said: “Well, you have booked with us before. You should know how to book. This is your fault and you will not be refunded.”
He didn’t even offer a partial refund or a voucher. Nothing. I hung up and cried because I was just bullied on the phone over nothing, just an Airbnb listing. Why does this case agent even care? He should have tried to be a better mediator in this situation and look at my history of being a guest: I have never complained or done anything shady.
I’ve blasted Airbnb on Twitter. You may have seen them if you follow @airbnbhell because I copied them on Twitter too. The case manager emailed me and said “it was a pleasure talking to you this morning… blah blah blah” I responded with a lengthy email, told him he bullied me and yelled at me, and I was in tears afterwards. I mean I hate be the victim but this host acted like one and got $400+ out of it. Why can’t I tell the truth and tell them how I felt? I felt like a used pair of underwear.
When I emailed them back I also copied Belinda Johnson, who is Airbnb’s Chief Legal Council, and Donna Boyer, who is Airbnb’s Director of Product. Working in tech in the Bay Area (where Airbnb is headquartered) you can find out who these people are. Just about an hour ago I received an apology from Anthony with a $200 voucher. Really? Seriously? If I do not plan to use Airbnb anymore, what good is it going to do me? Just send me my money! At least send a voucher that is equal if not more than what I went out of pocket. I ended up rebooking another listing for my daughter through Airbnb and luckily that went fine. It would have been nice if this voucher was there before that since I just plan to use VBRO or VaCasa or something else in the future. Thanks for listening to me ramble.