Airbnb stands by host in fault

[Nicolas1584]

Hello all,

I have been using Airbnb for several years until now, only to be disappointed by the null authority  they have over a host on fault.

I've had a booking which would start late at night, on a more remote part of Mallorca, after a direct flight to PMI airport.

The listing was handled by what it seemed as a company, who then turned into the owner's personal phone number for arrangements.

Basically, this host demanded for a security deposit via WhatsApp, two days before the effective date, without being mentioned on the article, and without giving out any documents.

When we asked  for these documents through WhatsApp AND through the Airbnb chat, they've never replied, hence we had no guarantees, being hours away from our trip.

The "resolution" Airbnb offered came too late, once it was too late for us to go to airport, saying that they would cover any other additional expenses they would want to charge.

Since our destination was remote and we would arrive late at night, we virtually had no margin to handle any work around scenario.

Having no other options, I ask Airbnb for the full refund, since there is evidence and acknowledgement of the fault by all sides. After days of  discussion,  Airbnb decided to not intervene since "they've offered a solution".

I wanted to ask if anyone has ever had these type of outrageous experiences and if so, you had any other resource with the app before going through legal means.

Thanks and regards,

[Kate867]

@Nicolas1584   I am sorry this happened and as I understand it you were not confident travelling to your destination due to the ‘off platform’ communication from your Host and request for additional payment, particularly given the late hour you would be arriving?

You should never communicate off platform with Hosts and keep it all on the Airbnb messenger App in order that Customer Support can see it all and make their decisions.  Airbnb have very clear rules for security deposits as per the following link and it sounds as though the Host was not compliant with this as a deposit was not mentioned during the booking process.

if you did not take the flights to your intended destination due to either a slow or lack of response from both the Host and Airbnb then I really think you should escalate your claim for a full refund from Airbnb.

https://www.airbnb.co.uk/help/article/140/security-deposits

[Nicolas1584]

Hi, thanks for your response.

That's exactly the case. When I tried to contact the company through the Airbnb chat, they've never replied. Then it was too late for us to board, when Airbnb proposed their solution.

Given we'd travel, it'd been super risky to arrive there late at night in the remote place, without much transport available.

Would you think  I should escalate with legal assistance? Is there no other prior step?

Thanks and regards

[Kate867]

@Nicolas1584  I fully understand and in the same situation I would also probably not travel as I would not be sure if I would be able to gain entry to the property.  I think you should contact Airbnb again and try to explain clearly as clearly as possible to try and get this resolved before taking a more legal route.  @Stephanie  Can you help escalate this one?