My name is Kayla ***, I made a reservation for *** for sept 3-5 reservation ***. Upon arrival I had received no check-in instructions from host, I proceeded to contract host for check-in information. After several attempts to reach her via message & phone call, I reached out to Customer service with Airbnd. I was advised per customer service that they must try reaching out to host, and after an hour if no response they will look into refunding my cost and maybe help to find me another location to stay. Now, please keep in mind this was Labor day weekend 4 adults and 3 dogs where on my reservation. While we were waiting for this hour to pass for update from Airbnd, the neighbors proceeded to arrive. We were greeted with cell phones pointed in our faces, I approached them with my hands waving in front of me (so show no danger), the woman in vehicle barely cracked her window to hear me talking to her. I advised her that we rented to place next her and I had yet to receive the check-in instructions and I had reached out to Airbnb for help to get them. Her response was, "they lady who lived here was evicted and she is not supposed to be renting this place and THE SHERIFF WILL BE HERE IN 2 MINS, rolled up window up and drove past me. They pulled into their driveway next door and stayed outside with the cell phones pointed and watching us while we waited for the cops to show up. Upon arrival of the cops, they pulled up 2 cars deep took all of our id's and advised they were called to the seen regarding a break-in. So, after I showed them my reservation information, and the message chain between me and Airbnb they finally understood we were not there to break-in. They went next door to talk to the neighbors, the neighbors told them about the how the previous tenant was evicted and that it has been an ongoing issue with the place still being rented to people. After that ordeal, we left the house and proceeded to wait at a restaurant per Airbnb instructions, said they would give me $45 towards my tab. I advised they to keep in mind we have 3 dogs and it's Hot outside, we could only go to a place that has outside seating and allows dogs. We found a place and waited and waited and waited after over an hour I contacted customer service again, they did refund the cost of the rental in full $1078.59, however we still needed a place to stay. Me and my husband drove from St. Louis (3) hours and our friends drove from Phoenix Arizona (20) hours, we had coolers with food. Customer service said they would do their best to help, after couple hours of the waiting, and they on phone I had to just find and book another place myself and my cost $2370.49 that's $1292.00 more than our original rental cost. WHO CAN AFFORD THAT NOW DAYS??? I was able to get a $1000.00 refunded to me towards the 2nd rental needed and the full restaurant tab of $60.00 as well. However I still had a difference of $1310.49 out of my pocket I had to pay. I don't find that to be fair, plus the fact I just lost my son on 7/3 after taking the Kansas City MO police academy agility test (brelande edmond google the news report), this was supposed to be a relaxing getaway that my doctor told me to take. And all that happened was me having 2 anxiety attacks as well as a panic attack. And all because Airbnd does not vet their listings properly. I find this to be Bad Business Period, I don't think I will ever use your site/app again out of fear.
**[Sensitive information removed in line with the Community Center Guidelines]
