Rostov-on-Don, Russia Level 1
@Declan49 where to start ?honestly Declan to say you are wet behind the ears is not even a joke. You are entitled to get your money back because the listing was not as stated on arrival.You,ve moved into his 'mums place ?Crikey . he wants to keep your money and now you have made friends with him . he is a scammer and yes you are entitled to have everything there as was in the adverisement . Look for how to contact Airbnb and look up your reservation number and ring them again and state clearly and repeat it . I cannot stay at ,whatever the location is ,because there is no hot water or Wi fi , as advertised . and then say , I have moved out and into his mums house , give the address and say clearly that this is not an Airbnb. He is not functioning as a host and neither is the house . He just wants my money and get all this on messages from him or as much as you can because that is the only proof you have. If you have wifi then use it . H
Ya, I feel like I said all this to the customer support but they aren't doing anything about this very strangely...just have not responded to multiple messages the past few days. They just kept passing me around to different support people initially and didn't do anything either.
You are going to need to play hard ball now. If they are not responding to messages, call them. Keep calling and badgering. Remain calm and polite, but state clearly that the situation is totally unacceptable. Quote the Aircover policy back to them. Copy and paste it into the messages. Tell them that you have followed every step that is outlined there and that the host has had ample time now to resolve the problems and seems to show no signs of doing anything.
And what about the host? Are you still seeing him in person at all? If so, can you ask him why he is not responding to Airbnb or why he told them there was hot water when there wasn't? Or, are you trying to avoid a confrontation with him? I understand it's a very uncomfortable situation to be put in, especially when you are staying with his mum! Again, stay calm, polite, but firm.
This guy may not be a scammer, just simply clueless and unprofessional, but it's still not okay.
Ya, I see him everyday and I've asked him when he'll fix the WiFi and the water and why he's not being honest with Airbnb but I never really get a firm answer from him, it's always kind of like "I'll do it tomorrow" then he doesn't do it, then it's like "oh, next week" or "I need to call the technician" or " I don't know when it's delivered, nothing I can do about it" etc... etc....
Yesterday I complained for a long time and he said he'd talk to Airbnb about a refund but I don't know if he will, I have to keep badgering him about everything all the time and it doesn't really get done.
Sorry you are having this experience. Certainly, I would expect Airbnb to take it more seriously when important amenities like WiFi and hot water are not available. However, it's quite difficult to prove the non-existence of things! This is why you should always communicate with your host about any important issues/problems via the Airbnb messaging system so there is a record of what's going on. If you haven't done so already, start messaging the host about these problems via this method.
According to Airbnb's Aircover policy, you are covered:
Ya, I reported it within 24 hours of arriving and they passed me around to many different support people who said a bunch of different stuff, but they just seem to stop responding then another random person does nothing just like the rest of them.
The host just kind of told them there is hot water and seems to avoid responding to them for as long as possible and they don't seem to care or do anything about it.
I am looking for cheap places, this one is 4.20 star from 32 reviews. Didn't realize you could see my previous reviews from this post, that previous one was 4.14 without any big complaints but only 7 total reviews...
Believe it or not, 4.14 and 4.20 are very low scores on Airbnb. I know that with most other rating systems, anything 4* and above would be considered very good, but the Airbnb system is similar to Uber, where 5* = good/excellent and anything less is considered not up to scratch.
To give you some perspective, the Superhost requirement is to consistently maintain a 4.8* average or above, and this is assessed every three months! At the same time, we are told 4.7* or above is the minimum standard. Obviously, Airbnb is allowing listings that fall below this to remain on the platform, but even one 3* review, or a few 4* ones, can result in warning messages and threats of suspension/delisting if the host does not buck up.
In future, look for listings with 4.5* and above but, more importantly, pay attention to the reviews. One bad review out of many great ones is an outlier and there was probably a problem with the guest rather than the host, but when several guests complain about things, even if small, it's worth paying attention. Sure, you get what you pay for, and you can't expect the Mandarin Oriental for Motel 6 price, but that doesn't mean the host can't have 5* for communication or check in or cleanliness, for example.
@Declan49 Yes you're absolutely right that what you paid for is supposed to be there. Nowhere in Airbnb's Terms of Service does it say that the host can just randomly move you to his mom's house. But when you contact customer service, it helps to be very clear about what specific outcome you're requesting. It also helps to have the key communications with the host documented in Airbnb messenger so you have evidence of reporting the problems and the host failing to act on them.
You certainly have grounds to have the remainder of the stay canceled and refunded, but was that specifically what you requested from CS?
You'll also have the chance to leave an honest review about your experience. I can't help but wonder what it was about this extremely chaotic host's listing inspired you to book a month there in the first place. What did the previous guests say about their stays?
Then "John" says
My apologies, but I won’t be able to respond to this query until tomorrow.
If you require urgent assistance, please call us on +1 (855) 635-7754. Otherwise, I will continue to work on your case on Sept 18th.
And another saga started with another one of these persons unknown.
@Quincy @Stephanie @Lizzie they said I should tag you to find out why the screenshots are removed. They say conversations between support is private but these aren't personal conversations, it's simply regurgitated company policy, nothing really private occurs during these conversations and I believe they should be exposed when not fulfilling their duty so others can compare experiences.
Can I quote the conversations instead of posting screenshots?
I don't really know how tagging works but sending a message didn't show up when I tried it from this page.
Well I just kind of asked them what they do in this situation and got many different support people because they seem to stop replying and then another comes and does nothing again. One did mention aircover and I asked if they help find a place because I saw it says they're supposed to find an equivalent or better place and I didn't see any available places within the price range of the refund but then they stopped responding and the next one didn't seem to follow the thread and didn't do anything either.
Only read a few reviews, one person did say the WiFi was on his phone so I specifically asked before I booked if it was not available when he was out but he said that it was available in the meantime. It's 4.20 star from 32 reviews.