Air B and B

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Jul 21, 2021
4
0
Hello, I just experienced a terrible Air B and B. I contacted them the night that the host made me feel unsafe and discriminated against. I had to drive into town 20 minutes that Thursday night because we were staying in a cabin with no wifi or cell service. When we arrived the host had a sign that stated they were of duty with a phone #. The Air B and B instructions stated that if the host was not on duty they were probably buzzing around the RV grounds and to go directly to the cabin they had provided the code. We arrived to the cabin and I did not realized the host had followed us. As soon as we got out of the car he said you need to pay the pet fee. His tone was aggressive and very scary as he did not greet me or even say hello. I promptly followed him back to the office, paid the fee and returned to the cabin. At that point I felt uncomfortable but I continued about my vacations. About 1:30 minutes later the host escorted the other cabins guests that were staying next to us to their cabin I was walking back from the restroom. As I arrived at my cabin the host told my partner in a very hostile and aggressive voice that she need to make the dog stop barking. She promptly went inside the cabin as the host yelled at us know since I had returned. I said to him that this is crazy why are you speaking to us like that. Then he told the guests that if they had a problem with us to notify him immediately. We had done nothing to anyone and that was how we were treated. As a woman of color and gay it made me question what was going on. He was so friendly and kind to our neighbors, escorting them to their cabin making sure they had what they need but with us not even a hello.
 
Jul 21, 2021
4
0
Did you contact Airbnb within 24 hours of arrival? Did you advise them when you booked you were bringing a dog? Was there any problem with the rental other than the host not being friendly?

What outcome do you desire?
Hello, yes I was clear that dogs were coming and they allowed dogs. We paid the $40 plus tax for dogs. Yes, the cabin was dirty and there was no WiFi connection which they said we would have. There was a white stain on the bed which we took pictures of which did not seem right. We were made to feel very unsafe.

My desired outcome is to get a refund for the stay as we were unable to enjoy it. We felt unsafe and very uncomfortable.
 
Jul 21, 2021
4
0
Hello, yes I was clear that dogs were coming and they allowed dogs. We paid the $40 plus tax for dogs. Yes, the cabin was dirty and there was no WiFi connection which they said we would have. There was a white stain on the bed which we took pictures of which did not seem right. We were made to feel very unsafe.

My desired outcome is to get a refund for the stay as we were unable to enjoy it. We felt unsafe and very uncomfortable.
Hello, I forgot to mention that I had to drive to town immediately after the incident because there was no wifi or cell service. I contacted Air B and B immediately but they have yet to call or respond to my concern. All I get are automated messages from them.
 

Patina

Verified Member
Dec 22, 2015
2,098
4,340
Please let us know what you want from this forum as @Neil Maley asked. We may be able to assist you if we know what your desired outcome is and what, exactly, is your complaint. Unfortunately, speaking poorly to you is a tough thing to prove. You mentioned feeling unsafe, what exactly transpired that made you feel unsafe? I hope we can whittle down the situation to the facts and help you resolve it.
 

Neil Maley

Staff Member
Forum Moderator
Dec 27, 2014
26,132
29,486
New York
www.promalvacations.com
Here is Airbnb’s policy for refunds- did you do all of this?

Up to 24 hours after check-in. If you report a Travel Issue up to 24 hours after check-in, we agree, at our discretion, to either (i) reimburse you the amount paid by you through the Airbnb Platform (“Total Fees”), or (ii) use our reasonable efforts to help you find and book for any unused nights left in your booking another Accommodation which is reasonably comparable to or better than the Accommodation described in your original booking in terms of size, rooms, features and quality. Airbnb shall decide whether an issue reported by a Guest qualifies as a Travel Issue, whether to reimburse or rebook a Guest who suffers a Travel Issue, and whether an alternate Accommodation is comparable or better.

b) you must report the Travel Issue to us in writingor via telephone within 24 hours of discovering the existence of the Travel Issue, and you must provide us with information (including photographs, videos, or other written or tangible evidence) about the Accommodation and the circumstances of the Travel Issue;
(c) you must respond to any requests by us for additional information or cooperation on the Travel Issue within the time specified by Airbnb;
(d) you must not have directly or indirectly caused the Travel Issue (through your action, omission or negligence);
(e) unless otherwise specified by Airbnb or Airbnb advises you that the Travel Issue cannot be remediated, you must use reasonable efforts to try to remedy the circumstances of the Travel Issue with the Host; and
(f) in order to receive a reimbursement of Total Fees or assistance with booking an alternative Accommodation, you must agree to vacate the Accommodation. If you choose to stay in the Accommodation, you may still qualify for a partial refund at Airbnb’s discretion as described in this policy (regardless of whether you reported the Travel Issue up to 24 hours after check-in).
 
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Jul 21, 2021
4
0
Hi thank you for the information. I did report it immediately it happened within an hour. When I called they the customer service agent took the message but it was clear that they had no power to do anything and said someone would get back to me. All I received were automated text messages to my Air B and B email. They have yet to respond to me Air B and B or the host. I contacted them by phone and emailed the host but they never responded. This was why we left the next morning. In addition to the way the host treated us the place was dirty and the wifi access which they stated was offered never worked.

Today is a week later and no one not the host or Air B and B has asked me what happened or for evidence. We took pictures. Air B and B has not returned my calls. I am the only one who has called them. I can’t see to get anyone other than the initial folks from the toll free number to speak with me and they have no authority.
 

Patina

Verified Member
Dec 22, 2015
2,098
4,340
What resolution are you seeking? Have you informed them of what you expect from them? Have you tried emailing them as well? I wonder if you would have better luck writing to them as a follow-up to your phone calls.
 

Neil Maley

Staff Member
Forum Moderator
Dec 27, 2014
26,132
29,486
New York
www.promalvacations.com
Thank you for that information. Here are our company contacts for Airbnb


If you have corresponded with the first customer service email, write to the first executive we show.

Tell them you spoke to whoever you did on what date and test time and what they told you and trust you never heard from them and checked out the next day because it was unsanitary. (I hope you have pictures to back the claim).

Unless there were threats that made you feel uncomfortable, an unfriendly host isn’t grounds for a refund- you don’t get to choose a hosts personality. Your focus needs to be on the room not being as described. Read this to see how to write and escalate.

 

jsn55

Verified Member
Dec 26, 2014
11,162
13,511
San Francisco
I don't think your color made any difference and he wouldn't know you are gay. I think he was annoyed for this reason: " a very hostile and aggressive voice that she need to make the dog stop barking." If your partner was standing outside letting the dog bark, that's a sure-fire way to cause trouble. You can't travel with a dog and let it bark. That annoys everyone. What was the problem with the WiFi? I don't think that you can depart the next day because the host made you uncomfortable.