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.

[Maya190]

@Mark116 

It is ok in your opinion to misrepresent a place and not abide by local laws? Then charge more than a 1 bedroom?

The place is indeed very nice, but for a 1 bedroom! We stated that in the review! It would've never even come up on our search if it was properly marketed!

Also, the host is extremely ignorant and non-chalant by attitude.

[Mark116]

@Maya190  A lot of people don't know about the window issue.  But, I'm sorry, I don't see this as a big deal, certainly it is not worth ruining someone's business. 

YOU could see the 'bedroom' in the photos, just like I can, if it was too small for your party, or if you have to have a window, or have to have a 'legal' bedroom then you should not have rented this place.  

[Maya190]

Hey @Mark116 , please explain what happens in New Jersey should you rent a 2 bedroom place either short or long term and your second bedroom is an electrical switch panel room/closet? Please review your bylaws!

[Wayne174]

The bedroom in question isn't a bedroom. 

Technically speaking it isn't even a prison cell in Iceland. 

http://www.rabygg.is/adgengi/a%C3%B0gengifyriralla/%C3%ADb%C3%BA%C3%B0arh%C3%BAs/svefnherbergi.aspx

It is less than the required 13m squared and it doesn't have a window. A prison cell is 13m squared with a window. 

Mark, 

We are not going out of our way to ruin their business. They fraudulently represented their apartment to make more money and ruined over 50% of our holiday. Ask yourself this, would I go on a holiday and place my children in a prison cell ? If the answer is yes than this is the place for you! Book now its a three "bedroom"!

[Gordon0]

Judging by the other reviews for the property, it doesn't seem so bad after all. I had imagined some sort of cupboard-under-the-stairs type affair. Not sure what you are expecting, but is a personal crusade to turf the host off Airbnb going to make you feel better?

Move on.

Oh, and don't come to the UK (or most places without A/C) in summer if you think 25c (77o) is "unbearably hot". 

[Mark116]

@Gordon0   Right?  Me too, I was picturing some 6 foot by 3 foot cubbyhole.  I didn't see the issue of 77F as too hot.  My goodness, I can't even get my own house below 79 in the summer w/out running the AC constantly.  Some people, you just can't please. 

[Maya190]

@Mark116 

Nice try...please answer the question about the bylaws in New Jersey? See post above.

[Maya190]

@Gordon0 it got to 29 degrees C, but besides the point...thanks for your input. You have a 20 month old sleep in a room that got to 29? Here is one of the photos from the baby monitor:

[Gordon0]

It was 39c here a couple of weeks ago. People got on with it, babies too.

Good luck in your continuing quest to throw this host under a bus, all because you chose wrong and don't share the views of his previous guests.

[Sarah977]

@Maya190  " You have a 20 month old sleep in a room that got to 29? "

29 is not a dangerously high temperature by any stretch of the imagination. 

I can assure you that babies all over the world in hot countries sleep in those temps and amazingly, they survive. They even grow up to be adults, have their own children, who also sleep in those temps, if not hotter.

Guests are entitled to a refund if they arrive to find the place not as advertised, which is debatable on this one, but it is assumed that if it is so unacceptable, they would cancel and leave. I understand making the best of it because of the babes and the size of your party, but how do you think it's reasonable to stay for the entire time, have 6 people use up hot water, electricity, toilet paper, soap and all the rest, (not to mention that the host could have gotten another booking if, dissatisfied as you were, you had just cncelled and left on day 2) and expect to end up paying nothing?

Instead of going on the warpath, you could have simply left a review that reflected your disappointment and your feeling that the place was misrepresented.

And BTW, there isn't anything "unsafe" about sleeping in a room with an electrical panel.

[Maya190]

@Sarah977 @Gordon0 @Mark116 

What part of contractual negligence don't you get? Airbnb clearly states that hosts have to abide by local laws! This is crystal clear.

Your opinions are subjective and irreverent to this complaint/dispute.

You are perfectly fine to charge over $1600 for 4 nights on a 1 bedroom misrepresented as a 2 bedroom and then hang the guests as some whiny entitled people? Wow, amazing characters you are. I don't stand for greed, negligence, ignorance, I'm sorry.

For the record @Sarah977 , we did not ask for 100% refund, we wanted none at first except for Airbnb and the host to assist relocate us and the toddlers. We asked for 50% later but rest assured, that's the range most 1 bedrooms were going for at that time. It's not about the money at this point, this is horrendous customer service and terrible host to guest interaction.

Speaks volume for you as hosts that you are willing to collect $400 per night, manipulate a listing then gloat at the guests for being entitled and vengeful as per your own perception.

A contract is a contract! Iceland is a 1st world country with strong laws that a tourist can respect! 

Have any of you have any consideration for customer service at all? Thanks for the opinions and I'm yet to see any factual debate from any of you? Do we agree that the place is misrepresented? Is the 2nd bedroom a closet with the electrical panel not shown in the listing?

Debate the facts please, you've wasted your time letting me know how toddlers are treated in Mexico or London. Stick to facts or bring in any hosts from Iceland to provide feedback?

Either way, municipality services, tourist bureaus, ex pats forums are all contacted. I don't tolerate strong ignorance and negligence! If I wanted a cheap deal and got what I paid for, then you are right, leave a bad review and on I go.

[Gordon0]

This is clearly eating you up, @Maya190, but I hope you've found comfort in contacting 'municipality services, tourist bureaus [and] ex pats forums' as you attempt to wreak vengeance on your would-be adversary.
 
I think you've made the right decision to cease using Airbnb. Most of us aren't 'businesses', and while it's often considered fair-game to take a pop at some of the huge corporations out there, your actions - at least in my opinion - aren't in the spirit of what we're about. I appreciate the listing you chose was part of a bigger outfit, but even still...

I hope you're able to find some sort of conclusion, whatever that might look like, and move on. 

[Wayne174]

Gordon,

What isn't clear about neglecting a contract for the sole purpose of generating more revenue at someone else's expense ? This listing would not have been chosen had it been listed as its legal status of 1 bedroom thus there would be no complaint. 100% refund is the only acceptable outcome, anything less is a disservice to my and my families livelihood. 

Do you have a family ? IF so book this apartment and put them in that room. Save your white knighting for another topic/forum. 

[Sarah977]

@Maya190  "Speaks volume for you as hosts that you are willing to collect $400 per night, manipulate a listing then gloat at the guests for being entitled and vengeful as per your own perception."

No, I don't collect $400/night, I collect $33CAN/night. No I don't "manipulate" my listing. And no one is gloating. 

Wasting your time mentioning that toddlers sleep perfectly well in temperatures far higher than that? You're the one who brought it up, and even posted photos of the thermometer, to prove how unacceptably high the temperature was.

Thanks for clarifying that you are not wanting the full amount refunded, but honestly, you are making a huge deal out of the fact that what the host considered a bedroom, and what other guests appear not to have objected to, wasn't acceptable to you. Some people roll with pretty much whatever happens and manage to have a good time anyway.

[Maya190]

@Sarah977 

I fail to understand what point are you trying to make? It's a contractual transaction, one party didn't hold their end of the bargain. Absolutely we had a great time in Iceland, but we also ran into this issue that is unfair and executed in bad faith. Why are you condoning this behavior is absurd. 

These type of things are not looking very good for Airbnb, a company that has largely grown, makes exuberant amount of profits yet you, the hosts are ok with this behavior and seeing many potential customers flee. I'd be a little more customer oriented, and unfortunately, Airbnb does not hold those values anymore. Either way, there are three accounts in this case that will cease using Airbnb's platform, that's just a miniscule number and that's the problem, Airbnb treats guests and hosts as a number to get paid. Hosts lose more as far as I'm concerned, yet so many short sighted ones here condoning this behavior and not knowing contractual agreements.