Hello,
I was hoping for some guidance from the community about an unfortunate Airbnb experience. Prior to our trip, we asked our host if we could leave our luggage at the home after we check out at 11 am, so we wouldn't have to bring it with us all day prior to our flight. Our host said that would be fine, but we would have to leave the keys in the apartment and she would arrange for someone to be at the apartment when we needed to get the luggage. We told her we would need to be back at 7:30.
We messaged our host throughout the day to confirm that someone would be there at 7:30. When we got to the apartment at 7:00, no one was there. At 7:30, we called Airbnb whom was able to get in touch with our host. She said that she assumed we would keep our keys, and then later said that there was an emergency and her friend was no longer able to be at the apartment. She apologized profusely, but we missed our flight. We were only able to get our luggage when the new guests arrived back at the apartment.
We booked a hotel for the night, and our host has said she will pay for our new flights. Does Airbnb have a policy related to this? How can we make sure we are reimbursed for this unplanned expense? We have all of our communications documented.
Thank you!
