What to do?

[Jessica4172]

When I booked two months ago the listing said the house and the owner lives in the basement. Just got my reminders and it's totally different pictures and now it's the basement and the host lives in the house. It's like half the size.. I leave in 48 hours and just hope this is going to be enough space. 

[Joan2709 · Accepted solution]

@Jessica4172 

I would message the Host with your concerns, as the current listing is NOT what you booked and see what the Host says. Airbnb expects Hosts to accurately depict the listing to guests:

Listing Accuracy

https://www.airbnb.com/help/article/2895

Listing accuracy

The listing page at the time of booking should accurately describe the home and reflect the features and amenities that will be available at the listing from check-in to checkout, including:

• Booking details: Hosts should only change the details of an accepted booking (dates, price, etc.) with the guest’s prior consent.
• Location: The location information (map pin, address, etc.) on the listing page should be accurate. The listing page should also disclose any information about the surroundings that may impact the level of noise
• Type, size, and privacy: The listing page should accurately describe the type of accommodation offered (private room, entire home, etc.), the setup of the listing (number of bedrooms, size of beds, etc.), and the level of privacy (presence of an on-site property manager, other guests, etc.).
• Property: The place provided should be the one that was booked, and the photos and description on the listing page should accurately represent the space provided. Hosts should only substitute one listing for another if they have prior agreement from the guest and the guest has accepted a trip change request.
• Amenities and house rules: The listing page should disclose applicable house rules and accurately represent all available amenities (hot tub, kitchen, gym, etc.) and features offered in the listing. If the listing advertises “essential amenities”, all amenities from this list should be available to guests. If there are restrictions associated with amenity access, these should also be fully disclosed on the listing page (for example, a pool that is only available during certain hours or months of the year).

[Alicia753]

Hi Jessica,

Note that the Entire home usually includes a bedroom, a bathroom, a kitchen, and a separate, dedicated entrance. Hosts should note in the description if they'll be on the property or not (ex: "Host occupies first floor of the home"), and provide further details on the listing.

If the Host did not disclose it, I recommend contacting Airbnb to help you with the cancellation due to inaccuracy.

You may also use this reference for Entire home:

https://www.airbnb.com/help/article/5

https://www.airbnb.com/help/article/317

I hope this helps.

All the best,

Upfish Management

[Emilie]

Hi @Jessica4172, 

I can imagine that was a surprise! 

Did you get a chance to read Joan and Alicia's advice, before you had to head over to your booking? 

It would be great to know how this situation evolved, and if you need any more help. 🙂

Thanks,

Emilie