Safety concerns and catalogue of issues when staying at a place: what are my rights?

[Rita628]

We booked our first Airbnb apartment at the end of March 2019 in Budapest. When we got there, the apartment was tired and items were missing or broken, one being a loose wooden plinth with nails sticking out which if a young child had been present could’ve caused injury.  The bath panel was totally broken, the beds were so poor quality, the springs could be seen through mattress! The light bulbs on steep stairway also blew the first night so we had no light to use the downstairs bathroom at night. There were items stated as being present that were low or missing (tea, coffee) we informed the hosts of all these things immediately. They said they would get their servicing company to replace and sort. They never arrived to sort these issues nor did the hosts check if we had been sorted. We messaged them nearly every day of our 4 night stay. We had to book an extra night as they wouldn’t agree to late check out, and then got the wrong day for our taxi back to airport. We sorted it ourselves with minutes to spare to get to the airport, through passport control and to our gate! Very stressed and upset... 

Host have offered to pay the extra cost of  taxi and few provisions and a 10% discount on future stay. We refused this immediately as have no intention to visit Budapest in near future. They have delayed replies and we (being new to Airbnb) have “missed” the deadline to leave a review (even though it was done within 14 days, the host we think delayed deliberately so we would be too late to leave a negative review. Latest message is that we have X number of positive reviews so don’t care about your experience! 

Have initiated a formal resolution, but we want a refund on what we’ve already paid as COMPENSATION for the unsafe issues raised and experience which fell short of standard implied.

can anyone help or give advice? I’ve just read that they can now leave a negative review for us too? I have been put off using Airbnb and would go back to using sites which are easier to use and have a contactable customer service! 

Thank you 

[Tim-and-Holly0 · Accepted solution]

@Rita628:
Your bad experience is very unfortunate. Those of us hosts who actually care to provide the best possible experience for our guests are much more numerous than the host you experienced, so I hope that you will not give up.

After a stay is completed both the host and the guest have 14 days to leave a review. Once both the host and the guest write their statements the reviews are posted within seconds. However, if only one entity writes a review it automatically posts once the 14 day period ends.

In the future, if you arrive at a home that you deem unsafe, bring it to the host's attention by calling as well as messaging them in the Airbnb message thread (to provide a written record) and also notify Airbnb customer service immediately.

You will find customer service less willing to help you if you stay at the home ultimately using the service and then request a refund after leaving. (You would not believe the number of guests who do this fraudulently). However, bringing a bad situation to Airbnb's attention immediately can afford you the possible opportunity to move to another home without cancellation penalties, provide you with an Airbnb rnediary and spare you the difficulties you are having now. At a minimum it provides a written record and a call record to help you back up your claim.

Once again, I apologize on the behalf of the good hosts and hope that future travels are much less stressful.

[Rita628]

Hi Tim & Holly

thanks for taking the time to reply and explain. We did contact the host (there are owners and co-hosts) via the Airbnb messaging. As this was our first ever Airbnb booking our experience has somewhat made us a bit nervous about doing it again... and of course I know there are far more responsible hosts than ours was! More importantly they host implied that they were aware of the damages and had booked someone to fix it, but the damage clearly had been done a while ago. I think I’m more upset that they didn’t bother checking to see if the issues had been resolved and even when we told them it hadn’t (no light bulb on the stairwell is not safe!)

This apartement was not someone’s home (which is what we thought Airbnb was!) but a property that is purely for rental so I feel even more imperative that these issues are addressed or at least highlighted if not sorted before booking. As I said, a piece of wood with sharp nails sticking out could easily have caught a young child. 

We have submitted a review (not entirely negative as the location was excellent!) which Airbnb said we had submitted too late but was within the 14 day limit. Will this still be shared? The hosts have said they’ve received enough positive reviews so basically aren’t bothered about compensating us for the issues (only the out of pocket expenses) Their offer of a 10% discount on future bookings is worthless as we won’t visit Budapest again (only because we have seen it, now the next city to explore!) 

Can you tell me how we can contact the customer services as not obvious, just “help” questions on their website.... 

thanks again. You have restored my faith that hosts really do care! X

[Ton11]

Hi Rita,

Allow me also to regret your disappointing experience. Tim & Holly have given you an excellent explanation of what to do in difficult situations (communicate with host in writing by messages through Airbnb and calling Airbnb while the reservation is still active. This gives them the opportunity to still mediate and, if there is a valid case, assist with moving to a different listing in the area).

Airbnb has many telephone numbers, depending on the country and/or language that you need to be attended in. For English you can call:

24-hour International Support: +1-415-800-5959

USA: +1-855-424-7262

UK: +44 2033181111

I hope that your second experience will be more satisfactory. Before making a next reservation, do read the reviews on the listing's description and also it is good to know that your risk of problems will be much less if you book with a superhost. Superhosts are hosts that have proven that they look well after their guests and will go the extra mile, such as Tom & Holly.

Lastly, I would like to add that you can report a listing. When you are at the listing (prior to booking) underneath the window where you enter your information for a reservation, there is the option "Report this listing".

[Sammy35]

you should open a request money case and then airbnb is supposed to start a "mediation" process.

there is so much that can and should be clarified prior.  i'm like detective clouseau when i book and when i host

pictures pictures pictures and video video video---airbnb likes proof when it comes to $$$$
send the photos as attachments in the airbnb email 
immediate notification to airbnb in your location to open a case
CHECK OUT immediately (cancel your CC if you must) I'M GUESSiNG your gut told you not to stay, and deal with the shorter term inconvenience
hosts do not get paid till day after checkin
report a listing or a host
idk if cc dispute is possible

i would also spend some time learning the platform help, faqs explore the site and educate yourself so that a new user is also a very due diligently informed one

https://www.airbnb.com/help/topic/1105/booking-a-home

[Rita628]

Hi Sammy

thanks for the reply and advice. 

I am new to airbnb and think was a bit naive. The apartment is owned by a couple and booking etc are dealt with by two different co-hosts (as I understand it) To be fair the communication prior to our arrival was fine and when we turned up and saw the problems we reported it straight away. We were only staying 4 nights and had a full on itinerary so didn’t want to start looking for alternative accommodation etc, we didn’t know how Airbnb worked. I am more upset that they didn’t even bother checking to see if the service apartment had sorted out the issues, the personal touch had been lost. We now know we should’ve contacted Airbnb then.

And since their attitude is poor. They have our money and now it’s up to us to navigate the unknown to get a fair outcome! But will definitely report the listing! 

Thank you