AIRBNB KEEPING MY MONEY AND I COULDNT CHECK IN..ONTARIO

[Pearl85]

I was supposed to check in on 23 October in Chatham Ontario, however the keyless entry smart lock (self check in) was not working. The hosts did not inform me until 3 hours after the check in time stating that the front door lock was not working. 

I told her my daughter was at the hospital with her dad and I could not get in touch with her. The host told me to tell my daughter to call her. AND THEN the host stated she would remotely let us in.  This totally is not acceptable, as I did not want to be dealing with the host. This is why I booked this particular reservation. Not to mention the security implications. My family is going through a crisis right now and my childrens dad was admitted to hospice. 

I did not have the time or the energy to deal with a host to check in. I choose this reservation because of the self-check in amenities. I told the host about this issue and she told me to call her when we go back to the house and she would remotely let us in. This scared me because this is a security issue. I would not feel safe in that home, knowing the host would randomly let people in.

Since the 24 October I have been trying to get my $2600 back from airbnb. The reservation was non refundable for 30 days and the host would not offer a refund due to her policy. However, IAW the AIR POLICY, my reservation should be refunded due to the amenity of self check not available and the host remotely controlling entry. 

However Airbnb cannot get in touch with the host, and the host has booked another guest in the home for the entire reservation. Therefore she has taken double the money. 

I feel deeply that this host did this on purpose. The host knew that my family was in crisis and she purposely locked us out, kept the money due to her 30 day policy and rebooked it with another guest. 

Airbnb offered me $1000 US to mediate this, that is not what I paid. I want every penny back.

This is criminal.

[Gillian166]

@Huma0  the worst part is that if she didn't stay, and the res was cancelled, no one can write a review? So this entitled behaviour will live to haunt another host, unless they take your advice and only stay in hotels. 

At best at least the host can block them, but if the daughter is the primary then that's a shame her mother has done this on her behalf. 

[Huma0]

@Gillian166 

Is that true though? I think there is something in the review policy that allows people to leave one if the cancellation was made on the day of check in.

[Gillian166]

@Huma0 pity we can't see the traveller profile, i'd love to read the giant rant she's going to write.  

[Pearl85]

Hello everybody this is not a venue for you to attack me I was just sharing what I went through to protect other customers

[Pearl85]

I stayed at an Airbnb and Australia for 3 weeks and it was awesome I'm not a bad person I am a good person and have no history of ranting or anything of that nature. I loved Australia

[Pearl85]

@Gillian166 I am not ranting I'm a very solid stable person who is going through crisis. What did I do wrong here? I booked it I paid for it and on check-in time the place was not available. I've traveled all over the world and this is never happened. People are name calling me people are being rude to me because I'm saying that I couldn't check in. I didn't do anything wrong I paid I showed up. The place was not available 3 hours after the fact I was advised that the front door wasn't working and to go to the back door. My daughter was there I will still 4,000 miles away.

[Pearl85]

I can leave a review but it's up to the host so I'm thinking in this case she is not going to review me and that's fine she's never met me she doesn't know me I went there in a family crisis and could not check in at 3:00 p.m. and she did not advise me the problems with self check in until 3 hours later. 

[Pearl85]

Excuse me I was the primary I booked it primary I paid for it primary. No worries there though my daughter supports this whole situation.

[Pearl85]

Don't worry I will never be booking another Airbnb again and I will be sharing my experience with everyone

[Pearl85]

You don't get the address until the booking is confirmed by the way I did not know that the house was located in that area of this city

[Pearl85]

Stayed at lots of airbnbs all over the world and never had a problem. Showed up self-checking because that's all I book is self-checking and in this case I have a family member who's dying so we didn't have time to deal with a host who wasn't doing her job to make sure that her property was available for us at the time of check-in

[Pearl85]

New place 3 hours after check-in time the host tells me the front door is not working and to go to the back door. We had a family emergency I couldn't get a hold of my child to let her know about this back door thing sounds sketchy don't you think.  Wouldn't you do the same for your child and if you would not then you're a terrible parent

[Gillian166]

@Pearl85  

climate of scarcity, not my concern. 

YIKES.

Your inability to just get on with things, especially when you have larger family concerns, suggests you might be the type who enjoys the drama. 

you want a FULL refund due to the door issue?  And you think the host is the criminal???

oh yeah, I'd 100% be hitting the "do not host again" button.

[Pearl85]

Yes I would love if the host didn't do this but she did it on purpose trying to book the place double and make double money call me what you want

[Pearl85]

The host was aware that my daughter and my son adult children would be going to the home and that their dad was going into hospice care. She knew all of this. I'm not going to apologize for booking self check-in and couldn't self check in.