So Disappointed and exhausted, want to make a complaint

[Naz362]

Hi 

we booked a flat and when we got there the address was wrong and the host didn’t reply our call and messages.

we contacted Airbnb and they just cancelled the reservation and refunded our original payment at 11 pm in August and told us to find another place to stay with 2 kids! I want to complain but they don’t give proper address to send my complaint. 

Any help is much appreciated. 

[Helen3]

Sorry to hear about your awful experience. Particularly when you arrive at accommodation so late with young children.

sadly Airbnb don't have a complaints procedure.

what outcome/result are you looking for @Naz362 

[Sarah977]

@Naz362  Did you leave a review for this host? That is how you complain- you warn other guests about your experience with this host. You can also click on the flag symbol on the host's profile to report the listing as a scam.  There is nothing you can do beyond that.

Airbnbs are not hotels with open doors and 24 hour reception. You need to communicate with the host between the time you book and the date of your check-in to ensure that all is okay for your arrival. If the host  doesn't respond, that is a red flag and you shouldn't just show up at the door, especially with 2 kids in tow- you should contact Airbnb to express your warinesss, and explain that the host isn't answering, ask to cancel for a full refund, and look for another place to book with a responsive host.