AirBNB not standing behind guest issues

[Wendy1902]

Noticed a place that had the headline, "40 Minutes from Amsterdam"  
I was looking for a place for my family to spend Christmas because my son couldn't come home from Amsterdam for the holidays. So, I booked it thinking that it would be navigable to trek 40 minutes each way to Amsterdam for the right place, and the house in Voorthuizen really looked nice, so I booked it for a month. After a couple of weeks I began to wonder which bus/train line we should take as I was making plans and had everything on an instruction guide. When I mapped it via mass transit as we are not from Europe and do not have a car, I was shocked to find out that it was over 2 hours by bus and train from the house to Amsterdam. In the evenings, I got an ever worse route as buses do not run late through the little town and it would take over 6 hours if we decided to travel late. So, I messaged the host right away and told her what I had learned about the time and distance. I asked for a refund, as it was over a month until we were set to arrive. She would not budge. We were stuck on renting there. So, after paying her over $2,500 I paid another $500 for a decent hotel room for two nights for Christmas Eve and Christmas in Amsterdam. My son is in theater and had barely any time to travel to the little house over 2 hours each way and back. 

I called AirBNB, started conversations with the host and then with them. It got ridiculous. All AirBNB customer service could do was say that they would ask the host if she would refund the money. Of course, the host said NO. That was it. AirBNB did not see how her advertisement of 40 minutes away was inaccurate since it was 49 miles away! The host should have advertised that it is about an hour away BY CAR. By transit it was over 2 hours (bus + train then walk). Completely misled by a lying host and left in the ditch with no recourse by AirBNB. 

Over the last 5 years, I've spent over $25,000 with AirBNB as a traveler to London, St.Leonards and Amsterdam. I am done with them. AirBNB really let us down. The host lied. Horrible experience and will never book with them again. 

[Joan2709]

@Wendy1902 

Most Hosts assume guests will using a car when listing distances by time. It may have helped if they added "40mins to Amsterdam by car". That said, even if they gave the mileage (XXmiles to Amsterdam), using public transportation will obviously take longer. Did you arrive at the listing by car? I advise Hosts to say the distance in time and disclose mileage, but it's assumed you understand it's by private vehicle, not public transporation. The nightly rate for listings closer to Amsterdam wil obviously be more expensive, whether by car, or public transportation.

There is also a section "Getting Around" on the Listing that guests can view when determining if they can only use public transportation to get around. If you were going to be relying on public transportation (especially for a long-term stay), it would probably be best to research that and see if it was going to work for you. You can also message the Host before booking to verify their location and clarify you are planning on using public transportation.

[Helen3]

If travel distances to Amsterdam were key - I would have checked with the host and your son about travel times by public transport before booking @Wendy1902 

In your situation I would have 

a. Not assumed the travel distance was by public transport 

b.you could easily have checked on Google maps and seen the quoted distance was by car

there is no reason for the host to voluntarily refund you outside of the cancellation policy yet you booked under because you chose to book without checking whether travel distances quoted were by car. 

the host did not lie and Airbnb did not let you down.

[Robbie54]

@Helen3 @Wendy1902  This. I would have assumed 40mins from Amsterdam would involve traveling by car, but to be sure you should have checked. Unfortunately this is a classic example of a guest doing no homework on location at all.