Booking revealed many rules after booking

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Booking revealed many rules after booking

After booking a reservation today I received a long list of rules that were not disclosed before I selected. After trying to cancel I see that I would only get half of my reservation fee returned. This is seriously unacceptable as they should disclose all rules before allowing booking. This seems like a scam to get people to cancel with a partial refund. I’m furious and I’m sorry if my email seems negative in demeanor. I mean no disrespect to any parties involved.

Top Answer

Hi there's a window during which you can cancel without penalty. You need to check whether it's 24 or 48 hrs but I think even the strictest cancellation policies have a grace period.

House rules should be included in the listing. If this blurb got sent to you via a message on Airbnb which I assume it did then you can share that with Airbnb. Some of the rules are normal such as no smoking, no partying....but they shouldn't be asking to sign anything else and possibly provide a deposit...that's what Airbnb's platform & service charge is for to take care of these things!! 

 

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7 Replies 7
Pat271
Level 10
Greenville, SC

What was the cancellation policy? Anything other than non-refundable should allow you free cancellation for 48 hours after booking.

 

Having said that, there is a “House Rules” section in an Airbnb listing that should contain all required rules. Hosts need to put all the rules there to avoid these kinds of problems.

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If I would have all of the information beforehand I would not have approved.

@Jonathan2019 

 

Oh, I see…this was booked 2 days before the stay.

 

If this rental agreement doesn’t appear under the House Rules of the listing, then you may be able to get a full refund. Call Airbnb and tell them that all of the requirements of the booking were not made available to you before booking, and the requirements aren’t acceptable to you.

 

They may say to just ignore the additional requirements, but that would leave a bad taste for both you and the host and more of a potential for an unsuccessful stay. Call Airbnb and see what they can do.

The agreement I received after booking:

Short Term Rental Agreement

 

Property: Zamia Condo ***

Channel: Airbnb

Check-in: May 9, 2023

Check-out: May 19, 2023

Full Name: Jonathan ***

 

Thank you for choosing to stay with us! In order to keep our guests safe and to comply with local laws, we kindly ask you to review and sign this rental agreement. It is the first step to ensuring a pleasant stay with us.

 

- If you are traveling with a pet or ESA, or Service Animal, please let us know.

 

Reading and signing this agreement means that you agree to:

● Abide by the rules and regulations stated in the listing and in this rental agreement, and by any local laws.

● Travelers must be at least 21 years of age or older to book.

● Never exceed the maximum number of guests confirmed on the reservation. There cannot be more than 4 people at the property overnight, unless we give you advanced written consent. Unlawfully staying at the property will incur a penalty of $100 USD per additional person per day.

● No visitors at the property, unless you have received prior authorization. Visitors to the property should not exceed the maximum guest capacity and are not allowed to stay overnight.

● Be held responsible for any damage during your stay and cover all costs related to fixing damages.

● Not hold any parties or events in or on the property. No loud music or noise will be tolerated after 10:00 p.m. Failure to comply will result in a fine and even eviction from the property and involvement of the authorities.

● Allow representatives/workers inside the property during your stay when given proper notice. We only ask for access to the property when it is absolutely necessary, for example, a maintenance issue that affects the condition of the property. Except in the event of an emergency, when swift action is necessary, will we enter the property without prior notice.

● No smoking of any kind inside the property. If smoke is detected from your stay, a $500 USD penalty will be imposed.

● Not engaging in any illegal activity, including consumption of drugs on the property. Doing so will have you reported to the authorities based on the laws of the country.

● Not making any changes to the property such as moving furniture, painting, etc. If our cleaning crew needs to spend time rearranging the furniture, an additional $100 USD (or the equivalent in the national currency) charge will apply.

● Not bringing any pets into the property unless you have been given prior written authorization and agree to pay the extra pet fee that applies.

● Waiving, discharging, and holding harmless of any suit or claim against the Rental Manager (Angel Host, Inc.), the Property Manager/Management Company, and/or Owner for damages or injuries resulting from or related to your stay at the property, including, but not limited to, any accident or injury to you or your party, visitors, and associates. That includes the loss of money, jewelry, or valuables of any kind.

● Comply with our identity verification process. You may be asked to present a government photo-ID upon check-in and/or to upload a selfie picture of yourself holding a valid government photo-ID that matches the name of the credit card used to make the reservation.

● Pay a penalty fee for any unauthorized late check out, which is strictly prohibited and carries a penalty fee in the amount of the rate of one full night’s stay.

● Pay a security deposit if one is required. Some properties require a security deposit, this will be refunded within 7 business days after check out, provided there are no damages and/or missing items, and also after our cleaning team goes through and confirms everything has been left in order. Failing to adhere to any of the rules mentioned in this Rental Agreement will also affect the refund of your security deposit.

● Respect all the house rules and on-site rules of the community or complex as found in the property listing: - Travelers must be at least 21 years of age or older to book.

- No smoking of any kind is allowed on the premises. Smoking tobacco, cannabis or the use of any recreational drugs in the house is strictly prohibited. Failure to comply will incur a $300 penalty.

- No parties or events are permitted, illegal activity is prohibited and excessive noise won't be tolerated. No loud music is allowed after 11 pm. Please be respectful of the neighbors.

- No more guests than those listed in your reservation are allowed.

- No tent or other structures may be set up on the ground of the property.

- Renters agree to cover any charge related to damages that occurred during their stay or cover necessary extra-cleaning charges if such is needed after their stay.

- Renters may be required to provide a government ID on the day of checking in or during your stay.

- Please avoid moving furniture.

- Pets are not allowed.

- Gym hours are from 7 am to 10 pm.

- Pool hours are from 9 am to 11 pm.

- The building is smoke-free. The only area you're allowed to smoke is at the rooftop garden and please dispose of butts properly.

- If you require a control of the parking gate in case you have a car, you will have to leave a deposit of $700 pesos. This will be returned to you when you return the control at the time of your check out. The remote control entry to the parking lot (operated by the staff onsite) is only available Monday through Sunday from 8 am to 5 pm. If you check out prior to the established time, you will have to manage the return of control the day before your departure.

- Street parking is available but be aware there are parking meters in operation daily from 10 am to 10 pm. There is one digital meter box per street and you need to look for it in order to pay. It's 10 pesos per hour, a 6-hour maximum stay. You must display the paid parking receipt face up on the dashboard of your car or the municipal police will immobilize your vehicle and it will cost money to get it released.

- Pack & play are available upon request for an additional fee of $5 USD per stay.

- The condo has a door inside that connects with the unit next door but rest assured, you'll have exclusive access to your condo and the door locks from both sides so no entry is possible from the adjoining unit.

 

Guest Agreement:

 

Private Residence: You (Guest) are renting a private residence. There may be things that are out of order or stop working during your stay. While we will make every effort to repair them during your stay, and we cannot guarantee service repair and there will not be refunds or discounts due to service interruptions out of the Owner's control including 3rd party services like water, electricity or wifi.

 

I accept and acknowledge that the credit card used to secure this reservation will be used to pay for the accommodation services here described.

 

I Jonathan ***, have read this entire agreement.

 

By my signature below, I hereby accept and agree to the terms within. I understand that failure to comply with these terms and conditions will result in penalties, including but not limited to immediate eviction from the property without a refund and/or a fine.

 

Date: May 9, 2023

 

**[Sensitive information removed in line with the Community Center Guidelines]

 

 

 

Hi there's a window during which you can cancel without penalty. You need to check whether it's 24 or 48 hrs but I think even the strictest cancellation policies have a grace period.

House rules should be included in the listing. If this blurb got sent to you via a message on Airbnb which I assume it did then you can share that with Airbnb. Some of the rules are normal such as no smoking, no partying....but they shouldn't be asking to sign anything else and possibly provide a deposit...that's what Airbnb's platform & service charge is for to take care of these things!! 

 

Fred13
Level 10
Placencia, Belize

This rental agreement is absurd, I would think no one would agree to it for it gives one the feeling  you be walking on eggshells the entire stay. If this was not available to you before hand, I would insist on a full-refund cancellation. I can't imagine anyone even willing to read through this legal manifesto, never mind stay in what comes across as a 'correctional institution'.

 

They say: "It is the first step to ensuring a pleasant stay with us." I can only imagine what the second step would be, what you will have to wear an ankle monitor and striped pajamas? 🙂

Mike-And-Jane0
Top Contributor
England, United Kingdom

@Jonathan2019 call airbnb and ask them for a free of penalty cancellation due to the host creating rules not in the listing. If they say no try again a few hours later.

Oh and you should also point out that the bit about service animals having to be identified breaks the law if the listings in the USA and Airbnb rules no matter where the listing is.