Double Booking caused our trip to be cancelled

[Stacey560]

Today my family and I experienced something that I wouldn’t wish on anyone. We booked a cabin in lake arrowhead for a Friday, Saturday and Sunday. Everything was fine, as we were heading out to the cabin I figured I would ask the host a few questions, we were conversating and about 40 mins before we get there she replies saying that our booking had to be cancelled because she already had guests there and that somehow a double booking had occurred.  We were more than half way there, we are a family so our kids were devastated to know that we weren’t going anymore. We had been charged full amount, we wasted money on buying food for making cooking we wasted gas money to just be told that oops there had been a mistake. Mind you we had already gotten the address of location key lock passcode instructions on we’re to park and what not to do with strict neighbors they had.  We had to pull over somewhere we weren’t familiar with to figure out what to do next. I tried calling the host no answer. We continued to message via Airbnb and her only solution would be to get refunded and try and another cabin. It’s easy to say that it was about 5 PM and still nothing had been resolved for us. We contacted Airbnb the rep said she would help us and all they could do it refund us and try and book something else. Who in their minds would drive up a mountain at night with no street lights risking everyone’s life’s including my children. The host tried to say that Airbnb was at fault that they should never allow that to happen and Airbnb blamed the host for not managing her listings. The host tried to cover herself by saying over and over that she assumed we were existing guests and not new. How do you provide information on checking in passcodes address to location and ASSUME we were previous guest returning which makes no sense to me. There has to be a solution for this, all I see is hosts blaming Airbnb and Airbnb blaming the host.  What about us, we drove back home. Over all unacceptable!!! 

[Shelley159]

Hi @Stacey560 

I agree that the host's explanation sounds strange. It sounds like you contacted the host shortly before arrival - was there something in that conversation that may have caused the host to want to cancel?

[Stacey560]

Yes exactly what I thought too. The last conversation I asked her as we were driving was about permits to enter the lake. It was our first time so we asked if we needed any passes or permits to stay there she kindly replied and then her next msg was the one that made it extra strange and tells me that it’s double booked. We are a Hispanic family and at some point to be completely honest it crossed my mind that what if she just did t want us there. 

[Mike-And-Jane0]

@Stacey560 Did Airbnb not manage to come up with an alternative?

[Stacey560]

We had to pull over and park and figure out what we were going to do as it was getting darker and later. We didn’t continue driving because we figured we weren’t sure what was going to happen. We contacted Airbnb and the rep had to speak to the host and that it self took long. They were offering us to help and look for something but we still had to do their job in messaging other hosts just to MAKE sure it was available but we decided  to drive back home because driving up at night was not in the plan.  What’s more frustrating is that the host blames Airbnb and Airbnb blames the host. My issue is how can we trust that by booking we are booking something that is available what solution can they come up with so this doesn’t happen to any other families. Airbnb just tried to cover themselves by providing us a coupon. The coupon didn’t cover our expenses. 

[Joan2709]

@Stacey560 

So sorry this happened to you and your family! Ultimately, in IS the Host's responsibility to ensure that double bookings don't occur. Since we don't have all the details of the Host's calendar and how this happened we can't really provide more information as to the why. Some Hosts don't understand fully how all the ins and outs of how the Airbnb calendars work until there is a problem. Some Hosts list the property on other platforms and don't sync the calendars correctly. Whatever the reason, this Host will be penalized for canceling last minute (fees and other restrictions). Sadly, this still left you up in the air. Do let us know if Airbnb was able to secure another property for you to stay. Unfortunately, due to the holiday season, this probably would be difficult.

Do let us know how this turned out...I hope Airbnb was able to at least find another place that was as nice or nicer than the one that cancelled.