TROUBLE

[Alida31]

I suffer from middle ear issues which causes imbalance/vertigo, especially after long flights. I contacted a host prior to booking and asked if I could check-in early so I could lie down. She said that was fine. I booked at her place, but on arrival, she told me that someone was in my room and I couldn't check-in. She wouldn't even let me lie down in her house. 
I was so dizzy I could barely walk. I had to leave my suitcase at her place and walk down and lie in an oval for 6 hours. While there, I had no water, food, and I was nearly mugged (I had my laptop out and a guy on a bicycle kept circling; I had to finally lie in the full sun because it was near a couple of other guys; I ended up sun burnt). Air bnb contacted me and promised they would help me find other accommodation. I needed somewhere close by because I'll be catching up with friends in that area in a couple of days. I couldn't find any nice cheap accommodation in that area, so I sent a link for something just a little more expensive (not much considering what I'd gone through). Air bnb stopped getting back to me and wouldn't confirm if I could book. My phone was nearly flat and I didn't know what to do, so I found another, cheaper, place in London and quickly booked (I didn't have time to google the address because I had 2% battery). When I went back to get my suitcase, the host had locked me out of her house (I had a key, but she'd locked both locks). I then had to sit on her doorstep for long time. When she arrived she laughed in my face and said- because you asked me to cancel the booking, you can't write a bad review. I began to cry. It got worse. My phone went flat and then I had to walk my suitcase up a steep road to a cafe, charge it, and then call a taxi from there. It was then that I found out that my new accommodation was 3 hours on public transport from where my friends live (also a 1 hour taxi ride which cost me $100.00 AU; I sent Air bnb the receipt asking for refund and they have manually removed the receipt from the conversation). I rang airbnb and they told me that they would help. The gentleman said he would personally fix this terrible thing that happened to me and move me closer to my friends. He promised me that Air bnb would make up any financial losses. He promised me he would take on my case personally until it was resolved. But then I received a message through air bnb, where he stated that he won't take on my case, and that it was being passed back to the person who didn't fix things last time and who left me stranded in an oval, spinning like a top. It has been hours and I still haven't received any contact from air bnb. Now I'm stuck on the other side of London, 3 hours on public transport from where my friends are. The first week of my holiday is ruined; and worse still, air bnb are no longer answering my calls!!!! I just want to cry. I wish a booked a hotel room.

[Linda108]

@Alida31   You have extensive experience with being an Air BNB guest!  I read your 17 reviews from 2017 and 2018 from hosts in Viet Nam annd Indonesia.  All your reviews are positive and many hosts repeat that you are a nice person.  I am sorry you don't feel the support from this Community Center forum.  I can only imagine how tired you were after such a long flight from Australia to London.  The expectation your host would welcome you with an early check in was apparently very important to you and an important part of your travel plans.

Given your extensive travel with Air BNB as your accommodation I would imagine you thought all the details were covered, especially when counting on the host.

No need to turn your anger against the hosts who are responding to your post as justifiably it should be aimed at the host that did not keep a commitment made to you.  Did you write a review?  If the cancellation occurred within 24 hours of check in, I believe you are prompted to review. 

Despite the "rightness" of your position regarding Air BNB's response or lack there of, I sincerely hope you have gleaned some additional traveler savvy that will be helpful for you in the future.  Even though I am both a host and a traveler with Air BNB, I think there are individual considerations and situations that are not compatible with the home sharing economy.

[Branka-and-Silvia0]

@Ana1136 @Emilia42 @Mark116 @Elena87 

Ah, let her go... she is just one of those guests who doesn't think, doesn't read and then blames the host and everyone of her own mistakes, even all of you who are trying to help her.

If her story is true then yes, her host didn't behave appropriately but:

1.  If she needs to lay down immediately after the flight than she should book a later flight or book a night before as well

2. she could find and book another accommodation in the neighborhood by SEARCHING BY THE MAP or at least to look the LOCATION shown on each listing.

3. she should know that threatening with a bad review is an extortion and forbidden on Airbnb

4 she should travel with her phone charged or bring a charger or external battery.

5. she should say thank you to all of you who are trying to help her and explain what she can do now and what she should do the next time to avoid the same trouble.

And no @Alida31  none of us work for Airbnb and no one is paid by Airbnb, we are just hosts and guests trying to help each other when needed. This is a forum, not Airbnb customer service.  So don't show us your attitude lady, behave as a responsible adult and the next time organize your trip smarter.

[Ian-And-Anne-Marie0]

@Alida31 

It's sad to hear your problems and it would have been courteous of your host to allow you to use another part of their accommodation considering your prior request and condition but maybe theres something we don't know in your conversations with the host regarding this? Deliberately locking a second lock on a door without providing a key is certainly a suspicious action. You said that Airbnb contacted you? Was that after you contacted them about your lack of access and requiring alternative accommodation? The host would be definitely contacted in those circumstances - so something is not right. Probably the host was worried you had obtained a key and she wasn't happy providing you free access in the circumstances?

This sort of comment is classified as extortion by Airbnb: "The host cancelled it. The reason why is because I told her that I was going to write a bad review..." This doesn't go down well with either hosts or guests, it is against Airbnb policy and being confirmed by you is guaranteed to get your review removed and your stay cancelled, despite your disappointments. No host would allow you to stay threatening that sort of action.

You have been very unlucky in where your booked and/or the victim of some very unfortunate circumstances. Hopefully you will manage to rectify your situation and still have a great holiday.

[Ian-And-Anne-Marie0]

@Alida31 

I'm guessing here, but it is possible that Airbnb stopped "getting back to you" because neither you nor your original host had cancelled your original reservation?

Airbnb could not possibly provide alternative accommodation under this circumstance as you couldn't possibly stay in two places at the same time and only one payment would be appropriate. Telling the host you were intending to leave a bad review just sealed your fate.

Did you get a refund?

[Helen427]

@Alida31 @Laura_C @Helen3 @Ian-And-Anne-Marie0 @Branka-and-Silvia0 

Maybe with having phoned ABB Customer services @Alida31 phone had run out of charge, it's easy enough to happen with mobile phones & if she was also using her Laptop to contact them from the park. I understand others have also had issues with the length of time waiting for matters to be resolved they are not always expeditious and it sounds like that may be why @Alida31 may have run out of battery & timelines will establish that.

Alas only @Alida31  & her Host know what  truthfully happened.

As she has said, she had asked to check in early as per her message thread - it's not uncommon for Guests & Hosts to arrange an early mutually agreeable check in time.

It is a timely reminder to all of us in the ABB Community to stick to using there msg systems so it's on there records.

Without been present not one of us are legally qualified to form an opinion as to matters of fact.

Either way, it's unacceptable for anyone to treat each other without respect.

Perhaps it's timely for all of us to be mindful of our Guests and Guests to be mindful & respectful of Hosts of others Medical Conditions, some of which may be of a sensitive matter that have taken courage to speak about.

One's medical matters are generally that of one's right to keep Private however there's times when they can have serious consequences if others are not aware or respectful of having.

I speak as a friend of a Type 1 Diabetic and another close friend who has epilepsy and suffers the side effects from a Head injury.

@Alida31 did advise in advance to her Host she suffers from Vertigo & it appears as if she had advised her Host of this & it was agreed to have an early check in, perhaps this was done prior to the Host having another booking.

I'm sure that @Laura_C will factor into account these issues when she addresses and ensures the resolution of these issues  that have arisen. 

There's always 2 sides to every story & the truth

Threatening anyone with a Bad or Good review is not acceptable, a truthful review about one's experience is.

All the best and may we all learn from others experiences of living with Medical conditions as Hosts & Guests.