SAFETY issue for daughter with autism

[Katie1347]

My daughter and I are having to move to Utah for 6-8 weeks for a treatment program for her at one of the hospitals. She has autism and has recently started running away, which is a significant part of seeking therapy because we are afraid we cannot keep her safe. Insurance requires us to be there within 48 hrs of her intake. I have been looking at places to stay for a week, one particular place was available for the whole time, which would be nice as we are trying to have as few interruptions to her life as possible right now. On Wednesday, with my Mom’s help, I booked the blue house I had been watching. Almost an hour later I received the confirmation and receipt with the exact address. The home is located on a busy 4 lane road. There is nothing in the bio stating this or I would have NEVER booked it. I immediately contacted the host (less than 90 minutes total) and explained that there is no way I can stay there, that my daughter would be unsafe and I’m so sorry but I have to cancel. He refused my cancellation saying that he “misses inquires” while it was booked and it was his policy that I pay. The total amount is almost $8,000 dollars. I have contacted Airbnb multiple times, tried to call the host and I am still being told that I will not get a refund at all for the $8,000. Even after I spent another $15,000 + renting 2 places to stay that are on neighborhood streets and safer for my daughter. The has a well documented disability. I am sick over this. There is no compassion. If this happened to a family that was really struggling financially it would be a catastrophe for the child and family. Please help me if you have any ideas. It’s been 5 days and I have never once received a phone call. I’ve been asking to speak with someone the entire time. 

[Gillian166]

mmm, that is pretty bad behaviour from the host, but surely you have free cancellation in the first 48hours? 

what was the cancellation policy of the listing? @Katie1347 

[Katie1347]

The host does not have a 48 hr period. I was automatically responsible for the first 30 days when I hit the button. 

[Jennifer1897]

@Katie347

My guess is the host had a strict cancellation policy, which means the 48-hour rule only applies of the booking is more than 14 days out, otherwise you are not entailed to a full refund. 

While I completely sympathize with your situation, and it is quite unique, the host does have a right to uphold his/her cancellation policy.  Given that you notified him immediately (Within 90 min) I really find it hard to believe he/she missed a huge number of inquiries, but regardless, like all of us hosts, they have a right to enforce the policy they selected. 

As far as the four-lane street being disclosed, it isn't really a requirement to state this. If the photos of the property are accurate, then the listing is not violating any rules. Is it misleading not to identify that the house sits on a busy street.... maybe. But again, not required. 

My. suggestion would be to try to propose an alternate solution to the host. I often offer my guest a refund based on the ability to rebook their dates. Maybe you could propose this to the host and see if they would be open to this. 

I am sorry to hear about your situation and hope everything works out. 

[Helen3]

Hello @Katie1347 

This sounds like such as sad situation and if I was the host I would absolutely returned your money. 

If you were booking more than two weeks out, you could have cancelled penalty free within the first 48 hours...was that option not open to you? or is it a last minute booking.

If the location on the listing description is misleading then you can chase up Airbnb to see if you can get a refund. But if there was no reference on the listing to the location and you need to be in a certain type of location for it to be safe for your daughter it would have been better for you to check this with the host before booking.

Did the host not offer to return your money if they were able to rebook the dates? (presumably you have cancelled the booking by now)

By the way $8000 for a week for a two bed apartment sounds incredibly expensive when you are struggling financially - were there not cheaper listings that met your needs?

By the way you may want to look at removing your daughter's photo on your profile and adding one of yourself.

@Stephanie  is there anything we can do to help this guest?

[Jenny]

Thanks for tagging Stephanie in this, @Helen3 🙂 

I've replied to OP and we're getting this looked at.  Thank you for looking out for your fellow CC members.  

Jenny

[Katie1347]

The $8,000 was for a 6 week stay. The place is a ski town and this is high season so we just needed a place. 

[Jenny]

Hi @Katie1347 

I am so sorry to hear about this.

I just wanted to let you know that I've raised this with Airbnb to see if we can get you some assistance.

Please bear with me and if I can give you a direct update then I'll be in touch as soon as I can.

Jenny

[Katie1347]

Jenny, 

thank you so much. The host offered a full refund to me yesterday after I refused a less than $1,000 from him in exchange I wasn’t allowed to write a review or make any more complaints. It has been a nightmare.

[Helen744]

If this was not disclosed then you are entitled to your money back ,no question. An appalling situation on the part of the host. Good luck   H

[Helen744]

My downes  son went through a running away scenario for many years when he was younger, I suggest a mobile phone and the ability to use it immediately with gps activated . It can save a lot of heart ache and a bum bag or small shoulder bag to wear with said phone ,whenever she leaves the house.Also if she does not go far then enlist the neighbourhood in 'helping to find her as quickly and safely as possible and leave your phone number here and there in public places with the local shop or some neighbours . My son would just get a sudden urge for freedom and off he would go but he would get lost and unable to get home.It is also crucially important to walk a lot and become familar with using taxis , having an adress card to show taxi drivers and to learn road rules , how to cross roads safely . Make maps of your local areas ,become familar with left and right and try and understand what your daughter enjoys in the outside world. It has been truly devastating to many people to be trapped at home during covid , but none so much as those with disabilities ,who have limited freedoms  already and who must always rely on others.good luck to you and your daughter and i hope this all works out for you all eventually as time goes bye. I know how terrifying it can be but I imagine your daughter sets off with that great sense of freedom we all desire. H

[Katie1347]

Thank you for your kindness and compassion. It is so hard when no one understands what you are going through.