Listing misrepresented by host in Iceland

[Maya190]

Searched for a 2 bedroom property since we were 2 couples with little toddlers (toddlers slept in little travel playpens). Host misrepresented the 2nd bedroom which was a closet with the electrical switch panels and no windows. This did not meet local regulations in Reykjavik, Iceland however neither the host or Airbnb offered any resolution. We had a very busy schedule during this vacation and with 2 toddlers, it was awfully difficult and inconvenient to just pack up and look for another place in the area given that we also requested high chairs and parking. Host is basically charging for a 2 bedroom in downtown Reykjavik whereas the place is clearly a one bedroom. Guest refund policy clearly states that if a place is misrepresented, we are eligible for a refund. We documented the place, asked the host to resolve the issue and got nothing. This is a terrible experience on Airbnb's part since we were literally out most of the day exploring and got back tired, only to improvise with the "2nd bedroom" just so we can respect each other's privacy. Temperatures would go up to 29 degrees C sometimes (also documented). We will be sending a formal complaint to the local city bylaw authorities since both the host and Airbnb are not willing to do anything about this misrepresented place. The host is very unethical, and this is unusual behavior given that Iceland has a good and transparent reputation for tourism. We are also long time users of Airbnb, and all four of us will no longer be renting through this platform. That is thousands of dollars per year between 2 couples, one from Canada and the other from Norway.

Anyone has similar experiences? Please keep in mind that Iceland is a country that holds strong regulations within the Scandinavian region.

[Emiel1]

@Maya190 

Airbnb easily sides with the guest when it comes to complaints, there are lot of stories about this in the community.. So as described by you it seems this host is offering a place not in line with Airbnb's own terms. So why is Airbnb not taking action ? Did you report the listing and/or the host (by the "flag" link) ? Maybe you got the wrong AIrbnb CS representive, try again to open a case (or use Twitter : @AirbnbHelp)

Involving the local city bylaw authorities is a strong step which could damage Airbnb and the host.

Best regards,

Emiel

[Maya190]

@Emiel1 

Thanks for your feedback, much appreciated. Yes, we did open another complaint with Airbnb and also asked them where can we send the photos and other documentation? First time we called, the Airbnb representative accused us of extortion believe it or not. We have nothing to hide, we are professionals, 5+ years we have rented through Airbnb platform and are appaled by the behavior so far. We even sent the documents to the host to alert them that it will go to the Reykjavik bylaws. Airbnb is becoming too greedy and do not care about their own policies nor families and this is why we wrote this concern. Hopefully others can learn from this experience and use something more ethical and convenient. We are willing to look past the small issues such as clogged shower drains, no soap, no wi-fi as promised but the bedroom issue is actually a safety concern too.

[Anonymous]

@Maya190  I can understand your disappointment with the apartment, but I don't really understand what kind of "resolution" you expect. If you discover that the property you booked was misrepresented in the listing, you basically have two options:

1) Report the Travel Issue to Airbnb by phone and terminate the booking without any further use of the facilities, under the expectation of the unused nights will be refunded under the Guest Refund Policy

2) Complete your stay and accept that any compensation for your dissatisfaction will be solely at the host's discretion.

It sounds like you made the second choice in the interest of convenience, but are now plotting revenge over not getting to stay for free.  

[Maya190]

@Anonymous 

What part of misrepresentation and unethical is not understood here? Iceland is a reputable country that has high regards for tourism. Let me ask you a simple question: do you have a little toddler? Did you meet with friends who also have a little toddler? Did you arrive in Reykjavik and checked in later in the afternoon with a full schedule for the next 4 days only to worry where to go next? We are not plotting a revenge here sir, we contacted the host and Airbnb many times, nothing came out of it.

We searched for a few months ahead to ensure we have specific amenities and location. And you're proposing that now all of a sudden we are to cancel late in the afternoon as kids are asleep and we have to find same or better? 

Define your logic please? Prior to meeting out friends, we stayed at a 1 bedroom and loved it! The price was basically half if the misrepresented one. 

@Anonymous is it ok to misrepresent and then blame the guests that they have 24 hours to pack up a playpen, find parking in downtown Reykjavik, find another place or a hotel that might not offer what we initially asked for on terms of location? Is this kind of manipulative behavior towards families ok with you? 

Then for sure I will not be renting from this platform or yourself! This is 2019, and unfortunately this host whom we never actually met, is not transparent and honest and ripped us off at the expense of some grey area lingo.

[Marie82]

@Maya190  if u were so concern about ur safety u would not have stayed, I like when guests scream safety issue but still decide to stay and want to fight to get a full refund at the end.

If i don't feel somewhere for any reason i won't stay and especially if i have children from a young age

Guests always have the option as @Anonymous  pointed it out u cannot have it both way,

It will be nice to link the host listing so we can really look at and see if u did not read properly or the host issue, this forum has many international hosts and I am sure a host from Iceland will come and give us more light.

I don't know myself Iceland so don't know how their norm is

[Maya190]

@Marie82 

If you don't know then why are you making assumptions here? I'll enlighten you with some facts and yes, please do invite hosts from Iceland to provide their feedback here.

After we contacted both, the host and Airbnb, the host changed the listing to specify: the 2nd bedroom does not have a window and offered us 10% refund. How is this for manipulative ripoffs?

Local bylaws state that a bedroom must have a window the size 1/10th of the floor size at a minimum. Now @Marie82 this was a closet that only had the electrical switch panels. They placed a double bed in it and misrepresented it on the original listing. Airbnb knew about this as they told us on the phone about the host changing the wording. Not cool, this is not 2019 transparency...not to people visiting with families from another country.

Now, the safety issue is a fact as well, what we ended up doing is leaving the door open and sleeping in the living room couch. Amazing eh?

The hosts' name and address are sent to the Reykjavik bylaws along with photos and supporting information. Do you really want to know who they are and which property it is? You can rectify this terrible experience?

[Maya190]

@Anonymous and @Marie82 

You seem like passionate hosts, please explain your view on misrepresenting a listing?

Please explain is it professional and ethical to misrepresent in an expensive country and then put blame on guests that they should've packed their bags within 24 hours and leave?

Is it ok that this host is charging for a 2 bedroom and other hosts in the area charge basically half for a similar place? Is that fair to the polite and amazing host we had just prior to this one?

Since hosts make money on guests, are occasional mishaps not to be taken with full concerns and resolve the issue? Do you want guests to come back or it is ok to continue on as long as the money are coming in hoping nobody notices or complains?

[Anonymous]

@Maya190   Absolutely nobody here has said that it's OK to misrepresent a property in the listing, although we have to take you at your word that the listing's description and photos were misleading, and for that matter that none of the host's prior reviews mentioned this issue. And it's very clear that the property was inadequate for the number of people in your party.

And I also recognize that it's not easy or convenient to find last-minute accommodation in Reykjavik in the summer. So none of your options in this scenario were ideal.

However, you still seem to believe that you're entitled to something - despite the fact that you made the choice to stay in this property rather than disrupt your vacation plans.  Your professed concerns about safety sound disingenuous in light of the fact that they were more acceptable to you than having to pack your bags early or spend 4 nights in a less optimal location. It also strikes me that finding a last-minute accommodation - headache though it may be - can't possibly be that much more time-consuming and inconvenient than researching Icelandic building regulations.

[Maya190]

@Anonymous 

You're definitely entitled to form opinions about me, it is a public forum after all. I've been a member of Airbnb since 2014 and have rented many properties...feel free to check out what hosts write about us. I can appreciate your passion to defend this fraudulent host, and I will post a screenshot of the listing in the next post for yours and everyone else's review.

You're aware that Airbnb and the host are also supposed to do everything they can to find the guest a similar location? Neither party even attempted that.

Here is an example of a past experience: we stayed at a place near a winter resort, the place had a water pipe issue however the host quickly put us up in a near by hotel with similar amenities. That is excellent service @Anonymous 

Playing in grey areas, misrepresenting a place and basically acting in a fraudulent manner is not professional. Not in 2019, not in Iceland. Maybe these things are ok in Berlin, different cultural differences and attitudes do exist when it comes to customer service, but we are from Canada and have never experienced this type of ignorant behavior in the previous 5 years.

In our case, we were in touch with many people, but never actually met the initial host.

[Maya190]

@Anonymous and @Marie82 

Here is the listing:

Please keep in mind that after we reached out to Airbnb, the host changed the description to state that the 2nd bedroom does not have a window. Please review the bylaws on bedrooms and windows which clearly state that a bedroom must have a window that is at least 1/10th of the floor size.

[Maya190]

@Anonymous @Marie82 

As passionate hosts that you are, please reach out to other hosts in Iceland to offer their input if you like.

I can assure you, the 1 bedroom that we rented before this one was less in price. If this listing was a 1 bedroom as it is in reality, it would have never appeared on our search. This host was told that two  couples with 2 toddlers will be staying there. I see now they are listing it as a 3 bedroom accommodating 8 people. Appaling and fraudulent! Unethical! Rippoffs!

[Mark116]

@Maya190   So, is your issue that the 'bedroom' didn't have a window and so wasn't a legal bedroom?  I guess to me this is not that big of an issue, and it's clear from the photo that there is no window in the 'bedroom' which is, please be serious, not the size of a closet.  The apartment looks lovely and large, so I am not really comprehending why you go out of your way to ruin this business.

[Мария15]

@Mark116 @Maya190 

The apartment looks lovely and large but one can see clearly at the pictures that one bedroom is really REALLY VERY tiny. It really looks like a utility room or storeroom converted into bedroom. There is obviously no window there.

Can't add pictures but just look at the pictures 3 and 11 in the listing.

[Maya190]

@Мария15 

You're correct, however hopefully the local authorities perform an audit so other sensitive hosts defending this one don't automatically assume every guest is out to get them. 

Also, as stated many times, we tried to get in touch and have a reasonable conversation. This is not blindsiding the host, they are well aware. Remember, host immediately offered 10% refund although never followed up on it anyways. 

How is that @Mark116 for honesty, decency and professionalism? Obviously the host knows about the misrepresentation and continuously charges customers significantly more.