My host is going through the house when I’m out

[Allie48]

Hi everyone,

I am currently staying in a in a place for two weeks while I’m doing a course at University. I have a whole house that is on the same property as the owner, and have not had the best Airbnb experience so far...

Firstly, when I arrived the house was in tidy condition, but there were a few things that weren’t the cleanest about it such as hair in the shower drain and an old shower body scrub someone had clearly used a lot. There were a few surfaces not wiped down too but I got over that. 

I then biticed there there was no hand soap and I also had to buy extra toilet paper as I was only given 3 rolls for two weeks (I asked for more and was given an additional 2 rolls - not enough). 

I then then discovered that when I was getting home on multiple occasions someone had been through the house. On the second occasion I asked the host about it and she apologised and said she was seeing there wasn’t a leak because water was coming out where they were having plumbing work done. 

Thats another thing, one morning a bunch of plumbers showed up and started working outside but I left them and thought it’s not bothering me - until I found out they were switching the water off from 8am till 4pm everyday and so I couldn’t use the toilet in that time!!! 

I think this this is not only a total breach of my privacy, but also there was no communication about the plumbers until the project manager approached me!! Also, the host asked if she could bring through a potential tenant through the house to have a look at it... I am NOT happy about this! I said yes because it was clearly already organised and would’ve been done anyway. All my private things are in the home and I do not want people walking through the house without my permission.

has anyone has an experience like this before? What did you do? I do not want to talk to her about it in person because it makes me feel uncomfortable. 

[Sarah977]

@Allie48 if you don't feel comfortable talking to the host in person about this, send her an Airbnb message. Tell her that you rented a whole house listing and that you expect privacy, i.e. no one coming in the house without prior notification and only when you are at home, and that as a paying guest it's unacceptable to have no water for 8 hours a day. If she doesn't respond in an acceptable way, contact Airbnb and explain what is happening, and see if they can rehouse you. 

I do have to ask, though, what you do with toilet paper that 5 rolls for 2 weeks isn't enough for 1 person. My single guests never go through more than 2 rolls in 2 weeks.

On long term bookings, many hosts only provide enough toilet paper, soap, etc. for the first week or 2, then the guest is expected to buy their own. But this should have been made clear in the listing description or by the host, if they didn't, they certainly should have.

[Allie48]

Hi Sarah, She is staying in the house behind me and so comes and talks to me about things if I contact her.

i don’t think it’s enough to be rehomed for only 5 more nights. 

I was only given 3 rolls of toilet paper to begin with and used these in the first week. Then I was given another 2. I am home a lot and need to go toilet I suppose? Others I have spoken to about this agree that that is not enough for two whole weeks of going.

i was never provided hand soap. But that is a fair point - again though, just seems to be like the hospitable thing to do would be to provide the paying customer with the basic necessities for their stay. 

Thanks for your feedback though! It’s good to hear other perspectives.

[Sarah977]

@Allie48 Ah, you didn't say in your original post that you only have 5 more days- that doesn't seem worth the hassle. I don't know if the plumbing repairs were due to an emergency situation, or that it was some work she had planned and simply didn't bother to let you know about when you booked. If it was emergency situation, then I think guests should cut the host a bit of slack (I think hosts should cut guests a bit of slack as well), which it sounds like you did, but being without water for 8 hours a day isn't okay. You could ask for a bit of a refund, due to the inconvenience, and see how she responds, but she doesn't sound that approachable.

And the host should most definitely have provided soap- that's a basic requirement for all Airbnbs. There will be a place on the review form for you to indicate that there wasn't any.

Just make sure to leave a factual, honest review of this place. 

[Allie48]

Thanks Sarah! I believe the plumbing was already planned as the project manager said they are doing work on the whole place (both houses on the section which belong to them). 

I will definitely be writing about the plumbing and other issues in my review

[Sandra126]

Without notice to you she should not go in. I wouldn't do it. A lack of functioning facilities is reason for refund for that time. Keep your communication to her on the Airbnb messaging system. If she doesn't volunteer a partial refund for no water I would certainly ask, and ask now ahead of time. You could be rehoused if you wanted, but I understand that is a lot of hassle you don't want. Don't worry about the toiletpaper and soap, that is not he important issue right here, the lack of toilet and water is. Ask her for a bucket you fill with water before the plumbers shut it off, that way you can fill the cistern manually. Or wee in the bucket. No, I didn't really mean that you should wee in the bucket, just that the host must be made to understand that this is really not on. If host is unresponsive, contact Airbnb CS. But work it out with host first.

[Allie48]

Thanks for your advice Sandra! Do you know if I will still be able to apply for a refund once I have left? I do not feel comfortable messaging the host while I am still here.. she will come and talk to me about the issue and that makes me uncomfortable.... 

The listing host is actually her daughter who is in Melbourne so all communication prior has been via text. 

[Sarah977]

@Allie48  It's important to keep communication, especially anything that might prove to be contentious, on the Airbnb messaging. That way Airbnb support staff can easily see exchanges and what was said, how people responded to an issue, etc. There's really no reason you should have to communicate via text, you just message the listing host and it's up to her to pass the information on to her mother or whoever is co-hosting for her. 

[Allie48]

Ok, thanks a bunch! I have messaged the daughter on Airbnb. Will keep you both posted on what the response is. I have now noticed the water coming out of the tap is brown and has dirt in it, and I’ve been using it to brush me teeth! Next I’ll get a stomach bug. 

[Allie48]

Th host has responded and continues to avoid my question regarding a partial refund, instead asks me to contact via text or that they will come and talk to me. This morning the plumbers arrived at 7am and shut water off at 7:30 which disallowed me to use any shower, tap or toilet from that time. 

I will now now have to leave for the day if I want to use facilities. 

When do i contact airbnb if they ignore the fact I want a refund? 

[Sandra126]

@Allie48, I would certainly open a dialogue now. Otherwise it may be a case of ''well, you stayed, you paid''. Ask for buckets on the messaging system.

''Just wondering if you could provide a few buckets so I can fill them with water as the water is shut off every day from xxam to xxpm? That way I can fill the toilet cistern manually. Also wondering what you would see as a fair figure for a fee reduction for the days without water?''

As it is on messaging, anything which gets escalated will be read by Airbnb. Be polite, reasonable. If host's mother speaks to you in person, recap conversation on messaging afterwards: ''so, what you came and spoke to be about...etc''. Don't get worked up. Personally, if I had no water I would refund voluntarily or get you rehoused. On one or two occasions there have been burst mains in my town and I have immediately gone up to the accommodation with waterbottles for drinking and kettle filling, even if it has only lasted a few hours. And a bottle of wine as a sweetener. But then again, I am the kind of host who provides soap too 🙂

[Sandra126]

@Sarah977, we seem to type simultaneously! Sorry @Allie48  if I am constantly repeating what Sarah says, by the time I hit ''send'' her reply is already there. Well, with both of us working on this you will surely have a good idea or two.

Going now, whenever I get back to the forum tomorrow or so I am sure you have it all sorted. Good luck.

[Allie48]

Ok, thanks a bunch! I have messaged the daughter on Airbnb saying pretty much exactly what you sent. Will keep you both posted on what the response is. I have now noticed the water coming out of the tap is brown and has dirt in it, and I’ve been using it to brush me teeth! Next I’ll get a stomach bug. 

[Allie48]

Th host has responded and continues to avoid my question regarding a partial refund, instead asks me to contact via text or that they will come and talk to me. This morning the plumbers arrived at 7am and shut water off at 7:30 which disallowed me to use any shower, tap or toilet from that time. 

I will now now have to leave for the day if I want to use facilities. 

When do i contact airbnb if they ignore the fact I want a refund? 

[Sarah977]

@Allie48  I would contact Airbnb right now. Let them know the situation,  also that the woman keeps insisting that you text her rather than using the Airbnb messaging, and that she is not responding to your request for a refund for having no water. They will probably contact the host to tell her this is unacceptable, and hopefully issue you some refund.