Disgusted!

[Jill932]

I have to say I am disgusted with airbnb and the host. We have never used airbnb and will NEVER again. The host, ** is a liar and despicable. We book his condo for 7/12/20-7/14/20. We got there on Sunday and could not get in so Ken came and met us to help with key. After that we put our bags and groceries inside and left to go explore Naples. We returned around 9pm and then to the kids to the pool. Got back around 10:00pm and got ready for bed. Around midnight the tenants next door started partying. We could hear them through the back master bedroom. Around 2:45am they then had an altercation by our front door. We were not comfortable calling the police nor going outside as they had been drinking and smoking pot. We were the only other tenants in this condo and the only other car. At 3:00am I sent Ken an email via airbnb about everything that had been going on. I told him we would reach out to him in the morning. I called Ken around 10am on Monday am and he had called the condo association to find out about the other tenants. My husband and I decided that we did not feel safe about staying in the condo being that we were the only other tenants and now they knew that we had said something because Ken- the host, called the condo association. I sent Ken a message stating that we did not feel comfortable and we were leaving. I asked if his other condo was available and he said he was staying in it. He offered to refund one night. We packed up and left and I called airbnb on 7/15/20 when we returned home. I explained the situation and they did nothing but email back and forth. I sent several messages to Ken the host and asked for a refund, which he declined. I sent a copy of the refund message which Ken sent to me to airbnb and they said it was up to the host! Complete disgust for Ken and airbnb. We only used airbnb because we were nervous to stay at a hotel with COVID, but this would have never happened at a hotel. Nothing but a run around! Not to mention, you only have 14 days to post a review on the host and we were in the middle of dealing with all this. Airbnb has all the discussions and copies of our text messages. I even tried to send a video from my phone and they kept saying they didn't get it. Funny because I sent it to other phones and emails and they all received.

Ken charged us: Total cost:$442.08

and we were there for less than 24 hours. Watch out for this company-they do not do anything for the consumer and are not honest. The host Ken- is despicable as well, as he should be ashamed of himself for taking our hard earned money.

**[Personal information removed in line with - Community Center Guidelines]

[Sarah977]

@Jill932  Hosts have no control over what neighbors do. It sounds like this host was responsive and contacted the condo association right away. What more did you expect him to do? It's quite likely that the condo ass. would have put a stop to the neighbors' behavior, but you weren't willing to wait and see. That was your choice.

Airbnb customer service is in total disarray right now, so I do sympathize with you not getting better service. I'd be persistent if I were you. You should at least get one night refunded.

I don't quite understand your issue with reviews-  surely it would have been possible to find 15 minutes to leave a review in the course of 14 days.

[Helen350]

@Jill932 I don't see how this is host Ken's fault, nor Airbnb's fault.... 

You don't know if this is a regular occurrence; maybe you were unlucky & Ken's neighbors had never disturbed other guests? - If they do this regularly, it will no doubt feature in reviews, so why book a place where other guests report noisy neighbors?

You say this wouldn't happen at a hotel? - Of course it could! Their could be a blazing row in the room next to you, or noisy neighbours next door, or across the street!

No one is responsible for the actions of their neighbors!

[Lisa723]

@Quincy personally identifying info