On a recent stay at what appeared to be a great space with overwhelmingly positive reviews, we had the bad luck of encountering a plumbing issue (the handle for the toilet straight up fell off), leaving us without a functioning toilet for almost a whole day (this was the only bathroom in the unit). The host never replied to our message regarding the maintenance issue, so we decided to cut our losses and leave (Hotel Indigo is very nice, by the way). While we were packing up, the host came over totally unannounced, pounded on the door, and threatened us for leaving early. We finished packing up, completely terrified, and got out as quickly as possible, trying not to escalate the situation. Once we made it to safety, I called Airbnb to report the incident.
The customer service rep, “Josh,” said that because there was no evidence of what happened, we were basically out of luck (side note: I did have my unanswered messages to the host about the problem and a witness to the harassment – the other guest – which judge Josh apparently didn’t think counted as evidence). I was eventually refunded for one night, but was told that because the host has a strict cancellation policy, and the incident occurred more than 24 hours after check-in, no additional money would be refunded. This seems like a less-than-sound refund policy to say the least. I mean, what if the place burned to the ground more than 24 hours after check-in? Does the host still get to keep the money if he wants? The most troubling part of this whole incident is Airbnb’s nonchalant attitude when it comes to women being threatened by their male hosts.
Moral of the story: an unstable, violent host can intimidate you into leaving (read: escaping) early and then keep your money because you “canceled” the reservation early.