Host charging outside of the app

[Anastasiia43]

Well, we have the following problem. Few days ago my husband booked a place. And right before the reservation he texted the host asking about any extra fees. She responded "no, they don't have any other charges, the listing shows the whole price". So some time later we booked her place and immediately received a message, that "you have to pay extra for the electricity. Our team will come during check in to take pictures of meters before and then during checkout". Surprise!!! 

We send her the answer that it's against Airbnb policy and we want to cancel right away. She agreed only for 50% refund. 

We left messages about our situation. Airbnb managers took the side of the host. Their words: "OH, she is knew and doesn't know all the rules. We will re-educate her. She has to earn some money". That's insane!!!

Looks like they don't  want to see that the host is a liar, she doesn't follow Airbnb policy. We have all the evidences. How to escalate our case?! 

Thank you for your support!

[Breanna]

Sorry to her you had this experience @Anastasiia43.

Have you gotten in touch with customer support? You can reach them via the Help Center. Please let us know how it goes.

[Mar125]

@Anastasiia43 

1st I have to blame the host being non transparent about the electricity fees. She should have educated you when you asked. 

2nd, I’d blame you as a guest. I don’t think you shall have risked the reservation for a small amount of electricity bill. The right due procedure shall be, you don’t need to pay for the electricity bill she asked, but you can still show up at the reservation and if she refused to open the door, you can have Airbnb jump in. If I were you, I would pay the bill and ask for refund after consummation of the trip. 

3rd, if she had the bill set up in the house rule, she does have a right to collect. 

4th, Airbnb support has the wrong reply. It doesn’t matter if the host is new or not, all hosts are subject to the same standard and policies. 

With that said, I would. suggest guest let go small fees arguments. It’s not worth your time fighting against your hosts or airbnb. just ask politely before you escalate your concerns to Airbnb. Solving amicably is a key skill in rental business.

[Anastasiia43]

Thank you for your response. Unfortunately, as I mentioned before, the host was not transparent at all about extra electricity. She doesn't have this info in her house rules as well. Moreover, she did lie when we asked her directly about any additional charges. She said no, there are not. The price is not gonna change. And as soon as we booked She send us that "electricity update". 

As for your advice to pay the bill, no we didn't consider it. The listing is in Mexico, the hottest part of the country, where they use AC and charge a lot for it. We are living here, so I know about it. And that is why the electricity is an issue. 

[Helen744]

@Anastasiia43 Many hosts in southern American states charge for facilities . It is not something that we do in Australia and can be a surprise but it is normal in some parts of the world.The host should have told you up front and it should have been advertised. ... H

[Anastasiia43]

Thank you for your response. Yes, I know they may charge here, but I want to know about it beforehand. To have a choice to book the place or not. In our situation the host lied and didn't disclose the information. Unfortunately, Airbnb is still taking her side and don't to see our evidences. I would rather say they ignore them.