Host left me stuck in a parking garage for the better part of an hour while trying check in

[Stephen146]

I just checked into an apartment in Nashville.  The host sent me a lengthy letter about how to get into the place, etc. ... something I've never seen before with an AirBnB rental (and I use AirBnB all over the world).  I followed the hosts very detailed instructions to the letter only to find that the code they provided me to access the building didn't work.  I then called every number I had for them, including the number listed in their very detailed instructions and the two numbers I'd received texts from regarding the booking.  I finally reached not the host but a company called Guesty (located in California .... the apartment is in Nashville) ... who after giving them the unit number knew exactly who I was.  The young lady I spoke with thought the whole situation was funny (she actually laughed at me) and asked several times if I'd tried to push the door after inputing the code ... REALLY?

After about 45 minutes of calling and texting while standing in the building's parking garage I received a call from someone named Manny, who said he managed this rental (he was also in San Francisco).  Just prior to his called one of the building's full-time residents asked if she could help and when I explained the situation she let me into the building ... so that when Manny called I was actually walking down the hall to the apartment.  He said he'd already called building maintenance and offered to give me another code that might work on the door.  He also said I could use the parking garage fob (a remote attached to a four-inch-long foam guitar).  I then told him that I wanted to speak to both whomever he worked for and to whomever actually owned/leased this apartment as I have never been treated so horribly by an AirBnB host ... at this point he said "I'm not at liberty to put you in touch with them" ... "I will file a report and if they choose to get in touch with you then they will".  When I questioned this he got nasty ...

Now the apartment is in good shape, clean, etc. ... but after spending over an hour and a half first being stuck in the parking garage and then arguing with the folks at Guesty (who said they'd get in touch with the host, but didn't) and then with "Manny", the property manager (who is in California while the property is in Nashville TN), I'm already pretty soured on the experience.

Like I said, I travel all over the world and have never had an issue like this ...

How do I deal with this?  I'm here for a week and really would rather not stay in this apartment (if for no other reason that I'm not confident I'll be able to get into the building when I leave). 

[Alice-and-Jeff0]

You need to contact Airbnb immediately.  Tell them the situation and why you would like to cancel and be rehoused into a property where the hosts are actually on site or, at least, in the same city.  https://community.airbnb.com/t5/Community-Help/Contact-Airbnb-A-Community-Help-Guide/m-p/16165#M728%...

Then go to the property on Airbnb and flag it and the hosts so Airbnb is alerted to the horrible experience you have had with the hosts, their management company Guesty, and gaining access to the property - which, seems to be completely by coincidence.  Don't be soured by this one bad host.  

[David126]

There is no requirement for a Host to live on site or in the same country, many people I have seen post here have property on another continent.

I googled Guesty and they are a AirBnb management company, perhaps not a very good one.

[Stephen146]

I don't mind a host being out of town ... in fact I stayed for a couple weeks this fall in a flat in London and the actual owner was in another country ... BUT ... he was proactive and made me feel like a guest.  In fact I plan on staying in his flat again at least twice this year ...

That hasn't happened AT ALL in this case.  

[Melissa183]

So sorry you had such a bad experience in Nasville. As already said, report them. Part of being a host is actually: to be a host!! If not Airbnb will only be proving places to stay and I am sure as an Airbnb traveler that that is not the essence of the business... People need to be aware of the situation. 

[Stephen146]

OK, so how do I report them?  I keep trying to do so through the site and it keeps forcing me to a page that will only let me contact my host (and that hasn't worked) ...

[Gerry-And-Rashid0]

@Stephen146

As you know you can review the host once you check out - that is the usual process for alerting others to what to expect.

Will AirBnB get involved where there was an error in the door code which led to you spending that much time on the phone etc and stuck in the car park - I doubt it very much.

Finally - if you are uncomfortable then contact AirBnB and ask them to find you somewhere else to stay.

[Helen3]

1. If you look on their profile there is a flag you can click on. Also you can leave a review.

2. If you want BNB to help you relocate you need to do this within 24 hours of arrival - either by clicking on your booking confirmation, via twitter or giving them a call.

[Maria-Lurdes0]

@Stephen146  There is a contact phone number for airbnb on your itinerary.