We were first time AirBnB guests/users. NEVER AGAIN

[Misty33]

We were ignorant and didn't know the "rules" of AirBnB's.  First time users and booked an Unit on South Beach in Miami.  That week we left, our daughter had some health concerns, had to have a medical procedure completed and left her with an open wound.  Got the OK from the doctor to go on vacation with the open wound with instructions on how to care for it.  We arrived at the Unit early, went in, the elevator was broken (advertised with a working elevator), the stairwell smelled of alcohol, urine and just dirt, the Unit next to the one we rented had bags of garbage sitting by it.  When we entered the unit it was not clean, the bed in the bedroom was dirty and the pull out couch (where our daughter would have slept) had BLOOD on it.  THAT WAS TOTALLY UNACCEPTABLE TO US!  Immediately we called hotels and found a beautiful and very very clean hotel room.  This Airbnb unit was not something we were comfortable in, even without our daugthers open wound.  We left, cancelled our reservation and stayed in a hotel.  Unknown to us, we NEEDED to take pictures and have evidence of the condition of the unit.  We did not contact the host or Airbnb prior to leaving and cancelling.  There was nothing the host could have done to make us feel comfortable staying there.  The HOST went on to communicate with me that he was able to accept a last minute reservation and he was able to rent the Unit out during the time we would have been there, YET he still refuses to refund us all of our money.  Airbnb says that they can't do anything to help us without pictures.  The host went to the unit immediately after he received our cancellation and he cleaned the soiled bed and the blood from the pull out couch.  Yes, we were ignorant with the rules about taking photots.  BUT, the host is out NO MONEY, in fact the host made a lot more than he should have with our lack of a refund and someone else paying for the Unit also.  NEVER RECOMMENDING AIRBNB TO ANYONE AND GOING TO MAKE SURE AS MANY HEAR ABOUT OUR DISGUSTING EXPERIENCE and the lack of Airbnb to back the customer.  It's pathetic that he's allowed to keep our money and take another reservation.  

[Emilia42]

@Misty33, you would not have that same experience if you came to stay with me, I can assure you of that. 🙂 I hope you will give Airbnb another try. You say, "he still refuses to refund us all of our money." Did he give you any sort of refund at all? How much money is he withholding?

[Misty33]

Airbnb refunded us their portion.  We cancelled about 10 minutes prior to our check in (we got there a bit early) and that must have been why we recieved a very small amount of a refund when we cancelled.  Then after talking to Airbnb, they refunded us their portion but it was only approximately $142 out of approximately $1400.   We may try it again after hearing from people like you.  Thank you!  Misty

[Branka-and-Silvia0]

@Misty33 

you booked a listing with strict cancelation policy and that's why you were not eligible for a refund.

There are flexible, moderate, strict, etc... policies with different refund options.

If you book a listing with flexible cancelation policy as we have, and then cancel on the day of check-in you would be charged for the 1st and the 2nd night only and the rest would be refunded.

Here is the link

https://www.airbnb.com/home/cancellation_policies#flexible

[Jayesh5]

@Misty33 

I have never tried to do a credit card charge back before. In this situation I would be going to the bank and asking that they get the money back. They will do an investigation and the decision can take about 6 weeks. Be prepared with a concise and factual report to submit. 

We we have been on the receiving end of one of these investigations. The guest denied staying but left a review and email communication that made it clear they had stayed - not the sharpest tack in the box!!!  Good luck to you, Lisa

[Sandee6]

Just give the guest a refund.

Easy to see they rebooked.

Why should they pay for a horrific experience.