What can I do if the host is not responding, but accepted reservation.

[Alexander370]

Hi

I think I need help. 

Ive made a reservation and host accepted, but since that, no responding at all. 

Unfortunately, we had no pre communication with him, because of good reviews. Just after I made reservation, I  found out a very sensitive feedbacks and I have concerns now.

Since, there is cancelations policy, which says I will lose 50% of amount, no doubt, Im in a very tricky and unfair situation, just 2 weeks before trip. Its not only me, Im with my pregnant wife.

I will appreciate, if you give a good advice how to resolve this problem. 

Thank you.!

[Mike340 · Accepted solution]

@Alexander370

Contact Airbnb as soon as possible,and explain your concerns and have messages in your inbasket to show that you made several attempts to contact the current host. I suggest that you look for suitable alternative Airbnb accommodation and ask to swap. Airbnb "should" make an attempt to contact the current host and depending on the outcome contact the new hosts and confirm availability.Airbnb would then cancel your current Host and reset up a new confirmation with any new host.

[Alexander370]

Thanks Mike, This is most helpful. The host now replied to my whatsapp message, but didn't actually answer any of my questions, but asked what time we arrived and that was all. It may be that he is super busy and I have nothing to worry about, but I am still a bit worried. He has up to 200 reviews and most are positive, but some say he cancelled at the last minute or changed the flat at the last minute. I can't let something like that ruin our holiday. And lastly, his flat is now no longer listed when you search it. I find that strange too.  

[Mike340]

@Alexander370

He sounds like he is looking after various properties and you "may " not get the flat exactly as pictured. I assume he is still listed, under different properties? ...If the flat you have booked is no longer listed then that is a good enough reason to request a change..if you feel it necessary. Your host does sound busy, or doesnt speak English very well, maybe and so cant answer the questions...possible ? 

[Alexander370]

Thanks a lot Mike.

Yes, it all just feels a little strange and makes me uncomfortable. I’ve never had such experience with airbnb. I will now get my head around “how to contact airbnb” (any tips in that?) with this issue and look for an alternative flat to make the swap. 

[Sandra126]

Just make sure you keep all communication with the host on the Airbnb system, rather than on phone so there is a record of what has been said in case of a later dispute. If the host swaps your apartment, and it sounds a possibility, Airbnb will have your back as this is not allowed. If you speak to the host, you can send a message on the Airbnb system recapping what has been said just so it is on there.

All the best, I am sure you will have a great trip regardless.

[Alexander370]

Thanks for advice Sandra.

Ive tried to contact him several times  within Airbnb, but had no response. Ive saved  a screenshot of my inbox and planning to send it to Airbnb team right now. But, not sure which is the better way to do that:  "Change and Canceletion" or "Resolve a Problem.

[Helen3]

@Alexander370 Just call Airbnb and explain the situation is the easiest and quickest way. Do not cancel the booking or you will be liable for the cancellation charge.

[Alexander370]

Thank you so much Helen.