What do you have to do to get a refund?

We booked an apartment on a street in Boston where we had lived when we first got married. There were photos of the basement, one bedroom, apartment, and it looked livable. It was close to the college where our grandson was graduating. We kept asking our hostess if there was a place to park. She said yes, but we had no idea where it was. Our hostess told us how to get in and that was the last we heard from her.

The entryway was dirty. We went down the stairs, unlocked the doors, and our adventure began. There was no wifi, we couldn’t contact our hostess to ask for the password, and no electronics worked. There were steep steps leading down into the bathroom and no banister, except for a towel rack that had been pulled out of the wall. The shower had a naked light bulb hanging from the ceiling surrounded by wires. The water did not drain.

My husband, who was alarmed, warned me not to touch the light bulb while I was standing in water… sure thing for electrocution. That night the fuses blew and the lights were out for a long time. I tried to use the bathroom in the dark and tripped down the stairs. The exposed pipes dripped something and made puddles on the living room floor. Our room was next to the laundry and garbage room.

We asked the janitor, who was taking out the garbage, where we should park. He pointed to a small area surrounded by garbage cans and behind a giant SUV. We had one hell of a time parking our car. The parking “space” cost us $40 a day. Our hostess had given us a phone number. We tried over and over to call her. Her message service said her messages were full and could not accept messages. I gave up trying to reach her or anyone at the home office.

We went to the graduation and tried to spend as little time as possible in the apartment. When I got home I phoned the home offices, spoke twice to reps, and told them I wanted my money back. I wrote to them and to the hostess explaining why I wanted my money back. They wanted photographs. How do you photograph fuses blowing, water that doesn’t drain, puddles dripping from the exposed pipes, and a parking space that was surrounded by all the garbage cans from the building?

I read the reviews by other renters and they also said, “there is NO WIFI”, “the shower does not drain”, and “fuses blew and the apartment was pitch black.” Three different “committees” turned down our request for a refund. The host won’t reply to our mail. We are seniors. We get the feeling that the people at Airbnb think we are senile. I can assure you we’ve got it together. They keep informing us that we have lost our request for refund. They email us this and we cannot reply because their return email address is not deliverable. What do we do next? Our bill was over $600. The place ruined our vacation.

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

3 Comments

  1. As the previous person said, you should have notified Airbnb as SOON as you noticed issues, especially since you could not reach your host. Also, many of these photos would have been easy to take to help prove your case. Standing water, exposed wires over a water source and a small parking space are easy to take pictures of

  2. Next time maybe read reviews BEFORE you book…… You failed to notify Airbnb within 24 hours after check-in hence you’re not entitled to anything. Tis the sad reality.

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