Airbnb demands a note from a doctor for a refund

  • Hi Guest, welcome to the help forum. You can get fast answers to your customer service questions here. We have a dedicated team of advocates who are ready to help. Just go to the section that matches your question and ask us!
  • If you've posted a question or issue for our advocates to assist with, please be sure to check back frequently for responses and requests for clarification.
  • Did you know you can get email notifications when something new posts to your favorite forum? It's easy. Just click the "watch" link right next to the "post new thread" button at the top of your favorite forum. The rest is easy. Now you'll never miss another conversation.
  • Want to become an expert user? Drop by the How to use this forum section and all will be revealed. We'll show you how to make the most of your experience.
Oct 24, 2017
2
0
1
48
#1
Long story short: we rented a house in Santa Monica for a week. After a first night we found that we got bitten by bugs quite severe. We contacted the host and told this. She said that we have to show the bugs to her which had bitten us, otherwise it's not her problem.
Then we filled a claim to Airbnb, and did send them pictures of our bites. Airbnb responded that to get a refund we need to provide a doctor's note about the bites. I'm not from USA, neither are my friends, so just to enter the hospital building will cost us like couple of hundreds of dollars. The property owner admitted that before us there was a guy living with two cats, so maybe it was flees.
So, is it OK for Airbnb to keep the money and ask for a doctor's note when people are travelling? Isn't it a excess requirement?
 

Neil Maley

Moderator
Staff Member
Advocate
Dec 27, 2014
11,640
11,990
113
New York
www.promalvacations.com
#2
Did you stay there for the whole week? If it was that bad you needed to contact Airbnb right away and asked to be moved. You also could (and should) have gone to a 24 hour walk in clinic in Santa Monica for treatment if it was that bad.

You could have gotten mosquito bites sitting in the back yard. Did you go to the beach? You could have gotten bitten by sand fleas. You could be a scammer and send the same photos to every hotel or room you rent claiming bug bites trying to get refunds.

You had a landlord that was willing to consider helping if you could prove your claim. Did you send her pictures of the bugs or the bites?

You needed to provide proof of your claim. You didn't do why would you expect Airbnb to provide you with a refund, especially if you stayed there the whole time.

Did you purchase Airbnb's insurance?
 
Likes: joycexyz
Feb 9, 2016
2,449
2,797
113
#3
You do need to provide proof of your claim, otherwise it becomes a he said she said. you say you were bitten by bedbugs, the owner says there are no bedbugs on he property.

Do you really need to go to a hospital? you cant go to a smaller clinic or a general practitioner to get a diagnosis?

Ave you spoken with air BNB and let them know it will cost you $x to get the diagnosis and will they be reimbursing you?
 

Carol Phillips

Moderator
Staff Member
Advocate
Dec 28, 2014
1,230
1,681
113
Coastal South Carolina
#4
Just a comment: the poster says he is not from the USA. Not knowing his home country, perhaps he's not familiar with the walk-in clinics here in the USA. If I were overseas I'd probably think first of a hospital for medical care.

And a guess: if he sent the photos to Airbnb he probably has the photos stored. Could he show the pics to a local doctor in his home country to get a report? Would that suffice?
 

JVillegirl541

Verified Member
Nov 21, 2014
3,233
3,126
113
#5
Sand fleas are so common in So Cal beaches. I get eaten alive when ever I’m down there and not even necessarily directly on the beach.

Did you actually see and photograph the Bed Bugs, you need to tear the bed apart and flip the mattress. They would have been fairly evident.
 
Likes: Neil Maley

Neil Maley

Moderator
Staff Member
Advocate
Dec 27, 2014
11,640
11,990
113
New York
www.promalvacations.com
#6
You do need to provide proof of your claim, otherwise it becomes a he said she said. you say you were bitten by bedbugs, the owner says there are no bedbugs on he property.

Do you really need to go to a hospital? you cant go to a smaller clinic or a general practitioner to get a diagnosis?

Ave you spoken with air BNB and let them know it will cost you $x to get the diagnosis and will they be reimbursing you?
How long ago did this happen? The bites can be long gone. He needed to go to a dr. while he as here.

But the question is- did he stay the entire week? How bad could it have been if he didn't contact Airbnb right away? If it was that bad- you don't stay the whole week. You contact Airbnb and ask them to put you somewhere else
 
Likes: sas80
Oct 24, 2017
2
0
1
48
#7
hey there, thanks for your reply guys! We came to the property at night, like 9 p.m. and went to the shop and then to sleep. In the morning we found that we got bitten. So we contacted the host and she said that maybe it was flees, because before us the guy with two cats lived there. But the man which came with her was very angry and just shouted and didn't want any compromises. So we contacted airbnb and asked for relocation. Airbnb didn't contact us for two days. Just like that.
Anyway, we decided to move out the same day to a hotel and cancelled our stay. We did everything according to Airbnb rules. We even did send them pictures but they told that they need doctor's note. Hopefully that helps.
 

Neil Maley

Moderator
Staff Member
Advocate
Dec 27, 2014
11,640
11,990
113
New York
www.promalvacations.com
#8
Unfortunately, it is still your word against theirs. As I said thry have no idea if the pictures were fresh or old.

If you filed the paperwork properly as you said, go to our company contacts and start writing. Start with Customer Service and move up
weekly one by one.