Author Topic: Ever have a problem with AirBNB, and how was it resolved?  (Read 2008 times)

ObviouslyNotAGolfer

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Ever have a problem with AirBNB, and how was it resolved?
« on: April 20, 2019, 06:29:59 PM »
I have been happy with AirBNB as well as VRBO thus far (about five or six stays). However, we are planning a three week trip to France in June, and this one guy we're dealing with in Brittany has me wondering about how problems are resolved. His place looks fantastic and gets nearly all five star reviews. His co-host is listed as a Super Host. Still, communication is slow, and I had to request a change from one guest (A mistake) to two guests, two days ago and have not heard back yet. I don't think it is too much of a cause for concern, but still, it does concern me. I'm going to message him again in a couple of days (I'm too nice, and no good deed ever goes unpunished!!)

I suppose maybe the fact that it is Easter in France may have something to do with it--possibly more days off for them than us here in Murica. 

What would you do if you showed up for an AirBNB and the host could not be found and/or the lockbox code did not work? I would try for several hours, getting increasingly pissed of course. What would you do if nothing after several hours? Is contacting AirBNB even worthwhile? (I envision either no phone number, or a phone number with a Gordian knot phone menu, "unusually high call volume", and an estimated wait time of 868 hours and 36 minutes!). I did see a contact option, but no phone number.

I realize AirBNB has limited liability and the onus is really on teh host and guest to work things out. Still, what if you get screwed out of a place you reserved and end up having to pay a shite-ton of money for a hotel instead? Or you get stranded with nowhere to stay?

Any insights?
« Last Edit: April 20, 2019, 06:32:39 PM by ObviouslyNotAGolfer »

Polaria

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Re: Ever have a problem with AirBNB, and how was it resolved?
« Reply #1 on: April 20, 2019, 09:54:50 PM »
Give them some slack until Tuesday. Spring holidays in Brittany are running from the 6th to the 22th of April.

Paul der Krake

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Re: Ever have a problem with AirBNB, and how was it resolved?
« Reply #2 on: April 21, 2019, 12:32:42 AM »
A lot of French people take days off before/after Easter, but really it could just be that he's away from his computer for a while.

Is this your first time to France? You may be in for a bit of a culture shock when you realize almost nothing is open on Sunday, and many small businesses are closed on Monday too.

ObviouslyNotAGolfer

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Re: Ever have a problem with AirBNB, and how was it resolved?
« Reply #3 on: April 21, 2019, 12:58:03 AM »
Thanks for your replies.

Anyway, I know, I 've been to Europe many times. I really enjoy the quality of life over there, the slower pace of things, the incredible food, and the realization that there is more to existence than "maximizing shareholder value". I just didn't know how big of a deal Easter is over there.

Peachtea

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Re: Ever have a problem with AirBNB, and how was it resolved?
« Reply #4 on: April 21, 2019, 08:04:56 AM »
I wouldn’t be worried about a few days delay regardless of the holiday since you’re not traveling until June.

My coworker once had issue getting into a beach house (in US) she booked through Airbnb for a family get together weekend. The host left instructions on where to find the key and it wasn’t there. The hosts were not in town or unresponsive when they messaged and called them. I think they waited a half hour or hour after searching a couple times for the key before calling Airbnb. Airbnb then first attempted to contact the hosts again and when they couldn’t booked them for 3 or 4 hotel rooms to fit everyone. Coworker said to Airbnb’s credit it was the most comparable hotel in this small town, across the street from the beach and very nice. Coworker and family really wanted the beach house though so they could cook, more easily hang out, and have private beach access. Before leaving to hotel they did one last frantic search, and found the key in a very strange place not in front of house, so ended up still in the house. They called Airbnb back to cancel hotel room. Host later contacted them very apologetic, apparently another family member had visited the prior weekend and moved the key. I can’t recall if she got a discount or credit out of this. I remember her saying it was a rocky start to their trip, but really only took a couple hours to resolve.

Not sure if that story reassures you, but it does me since I now know if I can’t get in somewhere Airbnb will find something else and odds are high that it will be another nice place not a motel 6.

MonkeyJenga

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Re: Ever have a problem with AirBNB, and how was it resolved?
« Reply #5 on: April 21, 2019, 09:22:39 AM »
I messaged Airbnb support about an issue recently and they responded within a couple hours that if I wanted to leave, I would be refunded for that night. It was an expensive week in an expensive area, though, and I would have eaten a big cost to find an alternative arrangement. I assume they would refund you completely if your rental was inacessible, but probably not pay for an expensive hotel.

msministache

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Re: Ever have a problem with AirBNB, and how was it resolved?
« Reply #6 on: April 21, 2019, 09:43:02 AM »
I work for the company that rents out apartment on both, Airbnb and VRBO (also booking.com - you can rent private houses/apartments in addition to hotels rooms there too).
In my experience, if something is wrong with the place you have booked  booking.com will find a new compatible accommodation and charge property if there is a difference in price (probably best option for the traveler). VRBO can help find a new accommodation and might help cover some of the costs (not always). Airbnb will most likely just issue a full refund for the stay if something is wrong, but then you are on your own. 
Thus I prefer booking.com personally.

rokel

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Re: Ever have a problem with AirBNB, and how was it resolved?
« Reply #7 on: April 21, 2019, 09:56:17 AM »
I had a terrible time getting a refund from AirBNB a few years ago. There were terrible paint fumes throughout the house we had booked- I called AirBNB right away but they never called back when they said they would and were almost impossible to reach. They kept asking for photographic evidence... of paint fumes? We ended up getting refunded through the credit card company. I had an issue this past year and they were much better and immediately refunded my money so I think their customer service may have improved.

Catbert

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Re: Ever have a problem with AirBNB, and how was it resolved?
« Reply #8 on: April 21, 2019, 10:32:18 AM »
You might check out this blog posting from Justin at Root of Good.  The comments also have a lot of good information:

https://rootofgood.com/bad-experience-airbnb/

NowClear

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Re: Ever have a problem with AirBNB, and how was it resolved?
« Reply #9 on: April 21, 2019, 02:45:38 PM »
I had an experience where we arrived the the Airbnb to find previous occupants still there, the place completely trashed, and the owner completely unreachable.

Airbnb paid for us to go for lunch while they tried to reach the owner. When we finished, they gave us two offers: it would take about 10 hours for the place to be clean enough for us to enter it or they would rebook us in a comparable hotel for no cost.

Was super impressed with the way they handled it.

ObviouslyNotAGolfer

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Re: Ever have a problem with AirBNB, and how was it resolved?
« Reply #10 on: April 22, 2019, 07:54:14 PM »
Thanks for the replies, this is very re-assuring. I'm going to message host in a couple days and inquire again. If no reply for another week, I'll have to contact AirBNB, and hopefully not have to cancel (we do like the place a lot!). Holidays or not, I think two weeks is more than patient to wait for a reply. (It would be a cold day in hell before anyone would ever cut me that much slack). I do assume this will work out fine, but I want to have no unpleasant surprises that could be avoided.
« Last Edit: April 22, 2019, 08:09:40 PM by ObviouslyNotAGolfer »