Host having a party in lockdown time with loud music and conversation for already 2 days until 05:00 am

[Thais23]

Hi guys, I use Airbnb for many years and today and last 2 days something weird happened. My host have done a meeting with loud music and conversation beside my apartment until 5:00 am making impossible to sleep for me and my husband. I decided do not complain because maybe it was a special ocasion for them. Ok now it is 02:00 am on 17.03.2021 and they are hosting a party with about 15 people, loud music since 21:00. 2 am and I cant sleep. It is even lockdown here, and parties are not allowed. I went there to talk to them but they are all drunk, and could not solve it. I dont think they care really so I would like to go to another place because they do not understand what means hostig people. As I paid 11 nights and I still have 8 left, please do you know if I get my money back? What is the procedure? I spoke with them and they do not seem to care so I dont want to wait for another no sleep day.

It is frustrating to deal with that, mainly when their Airbnb page says that noise are not allowed after 22:00 until 09:00 and we are super quiet people.

Thanks for your help

[Sarah977]

@Thais23  How awful. Contact Airbnb, tell them what is happening and that you need to cancel the rest of the booking due to the intolerable situation, the host's unwillingness to address the issue and the fact that he is not only violating his own stated rules for quiet time, but violating lockdown rules as well. 

You should get a refund for the unstayed nights and I would even ask for a full refund due to the fact that you were unable to sleep and the host doesn't care. 

[Till-and-Jutta0]

@Thais23 , report the issue to https://www.airbnb.com/neighbors.

It’s a quicker way to get in contact with a team that is empowered to take real time action.                    

[Helen3]

I'm not sure this is the correct approach @Till-and-Jutta0 

This is not a neighbour dispute but one between a host and a guest who happen to be in neighbouring properties .

I would suggest @Thais23  you follow @Sarah977  advice and contact Airbnb Customer Services to let them know about the hosts appalling behaviour. I would ask them to cancel with a partial refund for the night you have been kept awake and a full refund fir the rest of your stay and help with finding alternative accommodation. 

[Till-and-Jutta0]

I can understand your concern, @Helen3 , and would have thought the same as you.

But only last week we discussed an issue about guests, who decided to have a party, and the host didn’t get through to the customer support. And there had been other guests in the same house, complaining and suffering under the party.

At the end, Airbnb’s official advice was to contact https://www.airbnb.com/neighbors. It does work for hosts as well (and for guests) – not only for neighbors. As parties are strictly forbidden under the Party and Events Policy, there is a special team with high priority.

In the case mentioned, the issue has been escalated to the level 2 support very quickly, and the guest received compensation.

[Dale711]

@Till-and-Jutta0 

Brilliant! I like the idea ! 

“......... the issue has been escalated to the level 2 support very quickly, and the guest received compensation” 

@Helen3 

[Sarah977]

@Till-and-Jutta0  This isn't a neighbor issue. It's the host himself who is throwing these loud, all night parties, without regard for his guests.

[Dale711]

@Thais23 ,

I ‘m so sorry to hear the inconvenience and you being frustrated.

@Till-and-Jutta0  advise is totally right.

Do contact Airbnb Support Help Center, “ Live Chat” with the team, [ not an Airbnb bot ]  it is always someone here to answer within few minutes. Acknowledge the rep of incident, request  the case manager make the cancellation behalf on Airbnb,  fully refund to you and reloaded  you to new accommodations immediately. 

Hope you can solve it out and Airbnb definitely here to help and take the report seriously.

[Helen3]

But that isn't what he suggested at all @Dale711 

@Till-and-Jutta0  suggested contacting the neighbour dispute team.

it was @Sarah977  and I who suggested contact Airbnb Customer Services. 

[Anonymous]

@Thais23   Before asking Airbnb to intervene on your behalf, I'd suggest that you at least try to resolve this issue directly with your host. Here's how you can request to change your checkout date, so that you can move to a quieter place: https://www.airbnb.com/help/article/1363/can-i-change-my-reservation-during-the-trip

If the host refuses to cooperate, then you can ask that Airbnb cancel the remainder of the booking and refund the unused nights.

One exception I'd take to @Sarah977 's advice is that I do not recommend asking for a refund for nights already stayed. The Guest Refund Policy does not entitle anyone to a free stay; it only covers you for the time after you've vacated the property.

[Sarah977]

@Anonymous  Point taken, and I normally don't advise guests to try to get a refund for nights already stayed. But it just seemed to me that not being able to sleep for 2 of the 3 nights they have already been there, coupled with the host obviously not caring about disturbing his guests, and violating his own stated quiet times and lockdown restrictions, makes this a bit of a different situation.

Maybe I'm just considering it from my own situation- being sleep deprived actually makes me feel ill, and would make the entire following day a complete write-off. So if I were this guest, I'd feel that 2 of the 3 days and nights stayed were days of my life I completely lost.

[Anonymous]

@Sarah977 Not to defend the host's behavior here, but to deny the host pay for nights actually used is wholesale theft of the host's labor and resources. It would leave the door wide open for all kinds of abuse if all a dishonest guest could get a free stay just by complaining that it was too noisy to sleep. 

It's a sufficient basis for getting re-housed, but even a bad host has to be compensated for the use of their home. Asking for a full refund despite having used the facilities for several days would only flag the guest as a scammer and undermine the credibility of her complaint.