What would you do?

[Andie3]

Hi Community!

We just finished our 3rd stay using AirBNB.  This is the first one that left me scratching my head and wondering how to handle things.  We booked our ski trip based on very specific criteria - one of which was having a fireplace in the unit.  We selected a listing that advertised a "newly remodeled gas fireplace" and even paid a little more than we had budgeted for because this was important to us.  Upon arrival, we were dismayed to see that the fireplace was empty.  It was just a brick shell, with a broken fireplace surround and a several extension cords running across the hearth to the other side of the room for the cable and internet.  As we approached the fireplace, we felt a very cold draft (temps in the teens).  We looked up the flue to find a wide open flue with a towel stuffed in it.   We had another minor issue (unrelated and it was resolved) and I wrote to the host.  I asked her what had happened to the fireplace that she spoke of in her listing.  She emailed back that it wasn't compatible and had to removed.  So she KNEW that it wasn't as listed.  I told her about the open flue and she asked me for pictures, which I sent.  I never heard another word about it.  And we had 3 days of cold air in the condo.  We did crank up the heat, but of course, it's the principle.   

I feel as though we were intentionally misled.  The rest of the unit was fine and more or less as described.  Do I complain?  Ask for a partial refund since I paid more for the place based on false info?  I hate being high maintenance, but I just don't feel right about this.

What would you do? 

Thanks!

Andie

[Judy1]

Hi @Andie3,

I'm sorry to hear that you've had such a disappointing experience. It does sound like the listing is misleading and the host is not doing all that she can to accomodate your concerns about the cold air coming in. Here are a list of my suggestions on how I would handle this situation:

1. I would contact Airbnb directly to discuss your concerns. They may offer solutions to your problem by rehousing you and even contact the host to figure out what is going on. That way there is a record of such concern. You can also reach out to them via Twitter @Airbnbhelp. Keep your reservation details handy as they will ask you do send a PM. 

2. Keep all communication with you host on the Airbnb platform. This is very important as it is documentation of her responses to your conerns or rather lack of. 

3. Resolution Centre- You may request a refund or a partical refund for your stay. Do remember that you must provide photographic evidence and submit any supporting documents. The Resolution Centre will allow you to air out your concerns. Just be sure to keep the conversation between you and the host in the Resolution Centre so that if you do need to escalate the case, the case manager can read the discussion and each parties response. 

4. After completing your trip you will have the opportunity to review this listing and I urge you to be as honest as possible. It will be a big help to future guests. It keeps the platform honest. 

Once again, I am truly sorry that you didn't have the best experience. Please keep us posted. 

Warm wishes,

Judy 

[Cynthia-and-Chris1]

I don't feel like this warrants any sort of refund, but I would definitely address it in the review.