Hosts refused for refund

[Andy3201]

We are guests who booked a property for 4 days and yesterday the host contacted us that their stove and oven are no longer working. We told them we need the stove to be working for our kids with special diet as we do lots of cooking. The host said we can use their BBQ outside. The host also tried to offer few small appliances like toaster, coffee maker, griddle, rice cooker, etc. But none of it able to let us make a simple meal like pasta (just an example). We need to boil foods or even make soup. The host said we don't have to eat pasta for few days. That is rude and inconsiderate. Our kids on special diet and pasta is something we do not often cook for them. So the trip for having pasta to them is HUGE THING!

The host argue it's not usual thing to happen and they are waiting to get previous guests to pay for the broken stove and oven. But to us, it's none of our business. Hosts should provide essential appliance for guests especially we told them we need the stove badly. The price also includes stove and oven used. We booked because we can cook while on vacation there. When they are not able to provide a working stove, they should proceed with full refund knowing a working stove is critical to our family.  

We tried to told them as long as they get us 2 burners (portable) where we can cook at same time, we are fine. But they don't seem they want to accommodate the request. They said the stove was working until Thursday. But we only contacted yesterday (Sunday) and tomorrow (Tuesday) is our check-in day! We have Airbnb talk to them requesting full refund and they refused. Airbnb is escalating to higher team and we heard nothing so far.

Our question is should we cancel the reservation to get less than $100 compared to $1500 full price, then later proceed with refund via Airbnb resolution center? Then book another Airbnb for tomorrow instead? OR just have to go to the property knowing we can't cook for our kids with special diet? It's really no point to go as we can't even cook an instant noodle (example) ... we need advice and help!

Thanks in advanced for your advice.

[Mike-And-Jane0]

@Andy3201 the host is being totally unreasonable. This example actually shows why Airbnb are increasing penalties for hosts when guests are forced to cancel due to key amenities not being available.

I would try calling Airbnb again and see if you get a better 'ambassador' who will give you a full refund. Do make sure you get it in writing though as sometimes they agree one thing and deliver another!

[Gwen386]

@Andy3201 This is hideous behavior from a host and @Mike-And-Jane0 is correct—one bad host makes it so hard for all of us hosts who do the right thing. Keep calling Airbnb so that they can cancel this reservation and assist in finding you another place. And please note that it doesn’t matter whether you ever turned on the stove or not, the listing says there’s a stove and anybody would expect it to be working. It is unbelievable that this host is even arguing with you. Get your full refund. 

[Kate867]

@Andy3201   This is dreadful.  If the amenity is offered and not available then it is perfectly reasonable to be allowed to cancel.  I suspect I have seen this ‘Host’ asking the question on social media (if not your host then a very similar situation).  The overwhelming response from other Hosts was that you should be allowed to cancel or at the very least be provided with equal cooking facilities.   As it is a few days since you posted here I hope it has now all been resolved to your satisfaction.

[Anonymous]

@Andy3201   What's really crazy is that the menagerie of small appliances offered by the host would actually be substantially more expensive than the one you asked for. A compact electric double-burner goes for as little as $25 at Wal-Mart , Target, or Amazon.

This host sounds either dumb or lazy, and he's making this all much more of a hassle than it needs to be. But on the other hand, if all you have to do to fix the pasta problem is stop at a store and pick up one of those cheap hot plate units on the way to the home, I don't see why you would go to all the trouble of upending your travel plans over it. Sometimes you have to think on your feet instead of letting a little inconvenience erupt into a crisis, and in this situation it sounds like both the host and the guest failed to do that.