Legal Advice

[Sarah3693]

Very apparent that airbnb is crossing some serious lines- I wish everyone the best of luck. My story begins with reaching out to airbnb after host cancelled-assured they would find a new accommodation with rebooking assistance-after hours of hell...stranded alone on the side of the road in Mexico. Voiced safety concerns- told it was not within policy. I could no longer book on my own- too late in the evening. I reached out to discuss what happened and it is disturbing what I have dealt with. No one after 2 weeks/13hours of calls will acknowledge what happened. Offered 50% of nightly fee in cash or 200 in travel credit (coupon). Coupons are not compensation. I know many people are also dealing with stressful situations.  I've documented everything/call logs/recordings. This **bleep** has to stop and I don't want them to get away with it. I have numerous instances of attempts to mislead, disrespect, emotional distress, and impacts on my own mental health. Thanks to anyone who has advice. 

[Anonymous]

@Sarah3693  It's an awful and distressing situation when a host cancels your booking at the last minute, so I can understand why you would have felt disturbed. But I don't see what more Airbnb could have realistically done for you. Airbnb does not own any properties that it can place you in, and they don't have the power to force any host listing on its service to accept a same-day booking late at night. It would be extraordinarily rare for such an option to be available  -  it takes time to prepare a home for guests, and hosts aren't like hotels with 24-hour desk service and vacant rooms sitting ready to accept guests.

It's also unfortunate that you felt unsafe in the location you were stuck in, but you as the traveler are solely responsible for where you choose to travel and how far outside your comfort zone you choose to venture. Airbnb can set standards for safety within its listed properties, but it would be nonsense to hold them accountable for how safe you feel in whatever random road in Mexico you've wound up on. 

If Airbnb offered you any form of compensation out-of-pocket on top of the full refund for your cancelled stay, they've been more generous than they're contractually obliged to. But if you still believe that a court would grant you a greater sum in damages, you're tactically best off keeping that between you and your lawyer and not airing it out on the company's own website.

[Sarah3693]

Andrew I appreciate your reply. Just wrote a longer message but error when I replied. Lost 😞

 My post is a summary. I 100% agree you should never depend on anyone else. Holiday weekend with very little availability from hostels- hotels.  Airbnb recognized circumstances/large price differences- assured they would rebook close by. Communication abruptly ended on chat, no call backs- became apparent I was mislead. I am disturbed by my follow up with Airbnb. 

I've travelled to many countries, usually off the beaten path. I've spent $15000 on airbnb this year, past experiences with CS led me to believe they would follow through. I have nothing to hide from airbnb. Case on going- calls investigated. I'm not alone- simply own up to the fact that I was mislead.

[Helen3]

I am sorry your host cancelled your accommodation at the last moment leaving you stranded. That's a horrible situation to be in. Do you know why the host had to cancel?

As @Anonymous  said this issue was a result of the host not having the listing available and not to do with Airbnb; which is just one of a number of companies property owners use to market the availability of short term lets.

Personally if I was in a situation like this, I would have gone to stay in a hotel, rather than by stranded by the side of the road in a strange country.

Wasn't clear by your post, what are you actually asking for advice about? @Sarah3693 

It sounds like you have had your money returned by the host and Airbnb have offered you far more than it normally would in the way of compensation.

What else do you believe should be, being done ?