First time airbnb - no water at accommodation

[Andrew3557]

Hi, this was our first trip using airbnb and wasn't the best experience. We stayed 6 nights at a house near Tirana. We got into the property okay and everything was more or less as described. But on the second day the water was not working at all so we couldn't shower (we had just been to the beach annoyingly), we couldn't wash up, and we couldn't use the toilet. We told the host (and airbnb) and he got it fixed the following day while we were out. The house is in a drought area apparently, but the house has a water tank which had run dry. The water was fixed, but the filter in the pipe to the toilet got blocked (probably from running the tank dry). We told the host and the next day this was fixed. The Airbnb support were quick to respond to the issue, but the problem was fixed before we considered moving elsewhere. We asked the host for some compensation as we had almost two days without water and another without a toilet flushing. He did not want to know. We are speaking to airbnb, but they are only offering 10% of 1 nights stay compensation. Does this seem right? I would consider this an essential amenity. I realise the problems were fixed relatively quickly, but to be without water is really rubbish especially in a hot country with kids etc. I think the host should have been checking the water tank to make sure the water level was high enough for the stay.

I don't think I am being too demanding to ask for more than that, but can anyone give me some thoughts?

Thanks,

Andy

[Vitalii11]

I am sure you can get a partial reasonable refund. Did you inform a host when water run out ? 
If yes you can get more money back, just open new cases and tell them that you will file arbitration against them 

[Alicia753]

Hi Andy,

It sounds like you faced a significant inconvenience during your stay, particularly with the water issues. Since access to water is indeed a critical amenity, your concerns are completely valid. Here’s a structured way to approach the situation:

1. Documentation: Ensure all communications with the host and Airbnb are documented. This includes any messages about the water issue and the actions taken to resolve it.

2. Policy Review: Review Airbnb’s Guest Refund Policy, which covers situations where essential amenities are not available. Since water is clearly essential, this policy should support your case.

3. Negotiation with Airbnb: Since the host has been unresponsive to your requests for reasonable compensation, continue your discussions with Airbnb. Emphasize the discomfort and inconvenience, especially since you were traveling with children in a hot country. Highlight that the problem was significant enough to impact your stay for multiple days.

4. Request Appropriate Compensation: Given that the issue affected essential amenities, requesting compensation for more than just 10% of one night’s stay is reasonable. You could argue for a refund for the nights not spent on the property, plus compensation for the alternative listing booked/hotel you moved in.

Your demand for a fair compensation is justified, and sticking to a calm but firm approach in your communications with Airbnb should help in reaching a satisfactory resolution.

I hope this helps.

All the best,

Upfish Management

[Lorina14]

@Andrew3557

I agree with you that 10% of one nights accommodation is basically nothing for an essential amenity. I would ask to speak to a supervisor as the rep handling the claim is not being helpful.

Please make sure:

1) All communication was on the airbnb app or platform as to document your case. Keep track of your case number and the rep assigned to your case. If you call in to speak to another rep, reference your case number for continuity so all notes can be kept in the same place and the rep can see what has been going on.

2) Take detailed notes as to when you notified the host, when they responded, and how it negatively impacted your stay, comfort, especially being that you were tracking with kids and water was not running and it an essential amenity, no toilet facilities, no showering available, etc. spell out everything.

3) Read the Airbnb terms of agreement regarding amenities advertised and what was provided. Regardless if it was an accident that the water tank went dry, it was not as promised, so a compensation (more than 10%) should be granted. To my knowledge they can grant up to 30% for every night there is missing a major amenity or something disruptive happens during your stay.

4) Keep on following up with different agents, supervisors, etc mentioning your case number.

Focus on how it negatively impacted the following: your vacation, your stress levels, your impression of the Airbnb as you expected a better experience in the handling of your concern, the inconvenience of unsanitary conditions (toilets not working for 3 days is not sanitary - did the host come to provide a camp toilet or water for washing dishes, hands, etc?), and that if not handled in a amenable manner you will be sure to let people know about your experience. 

I am sure if you are persistent you will have a better response and please do ask to speak to their supervisor if you are not getting anywhere with the reps.