Any other channels available to a guest to resolve a dangerous situation?

[Dan16980]

Can anybody help with any other means to escalate a dangerous situation for a guest other than by phone or via "Airbnb community messaging"?

My host is currently in prison (and has been since March), and doesn't know I am in the property.  I am concerned for my safety and security.

The 12 or so support agents I have dealt with over the past 36 hours have ranged from sympathetic to incompetent, but I am no nearer knowing what Airbnb intend to do about the situation if anything, and what duty of care they are providing.  If nothing, I will make new living arrangements and start legal proceedings, but I feel stuck in limbo due to being asked for patience to investigate, then the agents' shift ends and I don't hear from them again, or the ticket is closed and I can't reply.

Anxious, sleep deprived and at my breaking point, Airbnb are responsible for what happens next.

[Gwen386]

@Dan16980 What do you mean host doesn’t know you’re in the property. How did you get in? How do you know host is in prison? How long have you been at the property? If you’re concerned for your safety and security, why don’t you cancel reservation? Why is the situation dangerous? Have you called the police? Are you being held against your will? Have you stayed past your reservation end date? I’m sorry but I’m really at a lost as to what is really going on. Too many questions need answers. 

[Dan16980]

- Instant book and self check-in.

- Giant pile of post at the door, gas and phone have been disconnected, cobwebs and dead flies everywhere, name of host and associated company name lead to local news article and high court judicial summary, host has made no contact and phone is turned off. 

- It is dangerous because I don't know what associate of this criminal might turn up after reports of movement at the house.

- I checked in yesterday to stay for a month, and have all my belongings with me. If I cancel I will be paying over double the rate to stay somewhere similar, and my understanding is aircover should provide that insurance for me.  Airbnb say that is the case, but the closest they have come to helping is sending alternatives in a nowhere near where I need to be for work, despite telling them my requirements (with flexibility).

- I told the police, they didn't care.

Do you have any practical advice for me, or do you just want to be nosy?

[Helen744]

@Dan16980 Its simple Dan you are entitled to a refund of all of your monies and should be able to book wherever you wish . If you want to try for an extra amount i think that will 'for your safety ' have to go on the backburner.the reason for the refund is 'the place not being as advertised or clean on arrival and hosts absence . simply continue to ask for the refund and make it clear that you have to vacate and cannot stay at this house, but the 'i do not feel safe because ' is not the route you should be going down , tell them but a refund will not be forthcoming . send photos of the house as it is apon arrival .You are entitled to a refund . by the way , this is not Airbnb but the host circle so we can only give you advice based on the situation and your first message was not clear , hence why Gwen asked extra questions , that is what we do  H

[Helen744]

funny thing Dan is that instant checkin codes are sent by someone ,generally the host , so find out from Airbnb who sent them as they should not have been sent and report the listing as being non functioning , unless there is a co host . There should be . H

[Huma0]

@Dan16980 

See: https://www.airbnb.co.uk/help/article/3028/travel-issues-eligible-for-refunds

and https://www.airbnb.co.uk/help/article/2868/rebooking-and-refund-policy

For the proper procedure you need to follow to get a refund. @Helen744 is right in that you should document everything you can. Take photos, videos, time stamp them if possible etc.

However, you did not mention how long ago you checked in. You are technically supposed to contact the host first to give them a chance to resolve the issues is this is feasible (sounds like it is NOT feasible in your situation) and report the issues to Airbnb within 72 hours of discovering them.

I know it is no use to you in your present situation, but in future, I would try to have some communication with the host prior to instant booking a month long stay. There should at least be some communication with them afterwards and shortly before the stay, and I am not talking about automated messages.

I host long term stays and would never dream of having no personal communication with my guests prior to their stay and am totally on hand communication wise on their check in day. The lack of communication prior to the stay is usually a major red flag.

[Dan16980]

**[Inappropriate content removed in line with the Community Center Guidelines]

[Huma0]

@Dan16980 

Sorry, was just trying to help by directing you to the Airbnb policies, which I not personally make up nor condone. It's just what it is. Seems to me that the others were also trying to help you...

If you communicate this way in general when you have an issue, then I am not surprised you are getting nowhere.

What were you expecting us to say? 

[Huma0]

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@Dan16980 wrote:

I sincerely hope your businesses fail and that you are homeless before winter comes.

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Lovely. I wonder who is the one who has "real issues" here...

[M199]

@Dan16980 

All Airbnb STR'S are individually owned and operated.  Airbnb is an  admittedly Tech Company who provides only marketing, monetary collection and payment services. 

Don't blame the Community for trying to help you.

@Huma0 , @Helen744 , @Gwen386 

[Quincy]

Hello @Dan16980, I'm sorry to hear that this has happened. I will pass this on to the team for you, however, I'd like to let you know that it is important to remain respectful towards each other at all times. We're all trying to help each other after all.