Horrific experience: Puerto Rico Caribe Hilton Lagoon Airbnb refusing to give back deposit

[Sandra7432]

Hi all, I just want to let the community know regarding a recent horrific experience we had booking a stay at the "Sunrise Studio" in the Caribe Hilton Lagoon Airbnb. My family and I go to a conference every year in Puerto Rico. This year we were late in booking at the Caribe Hilton in San Juan and so I ended up booking with a studio at the Lagoon - a condo associated with the Caribe Hilton that is 5 min walking distance from the hotel. However, I was informed by the host, Rosemary, that the condo guests do not have access to the Caribe Hilton facilities so I decided to cancel the reservation. However, they will not give my deposit of $ 1400 dollars back because I had missed the cancellation deadline by 2 hours. I cancelled 3 weeks before our stay on Jan 23, well before our stay from Feb 12-18. But because I had missed the 48 hour deadline by 2 hours, the host will not give our money back. I called the Airbnb resolution center who were no help, messaged the host who kept referring to the airbnb process and finally escalated the issue with my bank but they will not give my money back. 

San Juan is a beautiful place and I just want to give fellow travelers a heads up to watch out for this unreasonable "Sunrise Studio" condo in the San Juan Caribe Hilton Lagoon complex with a host named Rosemary, because they will take your money and you will have no way of getting it back. 

[Helen3]

I am sorry you had this experience @Sandra7432 

Does the listing show photos of the amenities ? 

Did the listing say the amenities were included .

If so cancel on the grounds the host can't provide key amenities that they said were provided in the listing .

If not, and you didn't cancel within the 48 hour cancellation free period then that's on you I'm afraid and it's not really fair for you to malign the host for upholding the cancellation policy you booked under . 

Personally I would have gone and paid for a day pass at the hotel when I wanted to use the amenities rather than lose $1400 but each to their own 😀😀

[Sandra7432]

Hi Helen. I actually did ask to see if I could pay for the amenities in San Juan caribe since they were affiliated and they said no. I think it’s unfair business practice to charge 1400 for services not rendered especially because it was peak season and the host could have easily booked someone else for the same dates.