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]

@Pearl85 

you are aware that most of those self check-in locks can be remotely opened? 

when you stay in a hotel all the staff have a master key. 

you are in danger of getting the "would not host again" button ticked. I know the host should have warned you, but you are making a drama where none is needed. Things break and in this post-covid world getting parts and replacements is a giant pain, everything takes longer - haven't you noticed this in your own life? 

In fact, your "this is criminal" comment is a giant red flag. This is mild, mild negligence. you were offered a code to use the back door. 

[Pearl85]

Everybody keeps saying the whole should have warned me yeah she should have but she did not what about my rights here

[Jenny]

Hi everyone

I've noticed that this discussion is getting a little heated. It's important that we remain respectful towards each other whether it's those asking for advice, or those who are giving advice.

OP has confirmed that the matter has been escalated internally with Airbnb, and while it's a frustrating and sensitive situation for them, I don't think there's any further practical advice that can be given, so I've decided to close the thread.

Thank you all for participating.

- Jenny