Host is not accepting canceling and refunding of incorrect listing

[Zulkarneyn0]

Hello All,

I have booked an apartment with  "Self Check-in with lockbox" option on Airbnb for 5 days from now. Listing stated that the check-in time is after 3pm. When I booked it I received an automatic message from the host saying that I have to come before 8pm.

Having a flight which lands at 8pm, I texted my host that I could be around 10pm but since the apartment has self check-in I hoped it wasn't a problem. Couple messages later the host stated:

* Property does not have self check-in

* If I come after 10pm I will have to wait till next day for checking in

Meanwhile the listing still says:

* Property has self check-in after 3pm

* In the textual description it is stated that 10-12pm check-in is also possible with a fee.

When I asked the host why the listing has "self check-in" option, host said "there might be a technical glitch". Realizing that the listing and the rules they message me were conflicting I requested full refund, because it is my opinion that they should not advertise something they don't provide. Host declined my request and said they are sticking to their cancellation policy. I contacted Airbnb support and they said they cannot force a refund but they will try to mediate. 

I'd like to ask around the community on what to do or expect in such a situation. How is it possible that a host can advertise something so people book the place by looking at the listing, and in their messages host can put totally different set of rules with "take it or leave with half your money" attitude?

Kind regards

[Helen3]

In your situation I would contact Airbnb. If on the listing it says self check in and that guests are able to check in until 10 pm and now the host isn't able to accommodate this Airbnb should cancel the booking penalty free @Zulkarneyn0 

Is it a new host? If not what are their previous reviews like? 

[Pat271]

Agree with @Helen3. The host can specify a check-in “window”, which specifies both the “after” and “before” check-in times, e.g. “Check-in is after 4 but before 8”.  After the host specifies the window, under “Things to know”, it should say something like this:

Note that when configured correctly by the host, the check-in is a window of time, not just the check-in time.

The host should also put what you received in email in the “House Rules” section of the listing.

Also, the host should obviously change the “self check-in” option if the host doesn’t have self check-in.

CS should contact the host and educate him/her/them on how to make the listing more clear on these points.

Now, about policies…I think that there are enough reasons, such as this one, that there should be at least a 2-hour window or so in which a guest can cancel after booking, even if the check-in date is coming up soon. There are just too many “oopses” that can happen (misreading something, the guest’s  5-year old or their dog pressed the accept key, etc.) and it’s too much of a hassle now to undo it if it is close to the check-in date, if it can be done at all. Even non-refundable bookings on other platforms like the popular sites for airfares and hotels can be cancelled if you call their CS within an hour or so of booking. @Bhumika, perhaps you can add this as a feature request, if it hasn’t been added already.

It’s too punitive to say “Sorry, you’re SOL” in these situations, IMO. It’s the kind of thing that may prevent guests from booking at all - just too nerve-wracking. 

[Bhumika]

Hi @Zulkarneyn0 , Did you hear back from Support after they mentioned mediating for you?

@Pat271 Thank you for the suggestion and for helping @Zulkarneyn0 with useful insights about their situation. I will pass your suggestion along to the team.

[Zulkarneyn0]

Hi All,

Thanks for the quick replies!

Support person on the phone told me that airbnb cannot force the host to refund even though listing had errors in it. They will try to mediate the check in time. I was asked if I am okay with partial refund but I refused because the situation is not my fault. I'd rather cancel and get a full refund, they still have 4-5 days to find a new guest too. I booked the place because it is advertised as self check-in. So far host only told me to contact support and they are sorry for the inconvenience. They wrote "It might be there is some technical glitch." when I asked why their listing doesn't match the reality.

@Helen3  the host has +3k reviews but the listing has 6 reviews. So I suspect that the listing location is new.

@Pat271 , @Helen3  when I booked the location the rules were (which are still visible when I click on my upcoming trips):

Check-in method

Lockbox

Checking in and out

Check-in after 3:00 PM

Checkout before 10:00 AM

Self check-in with Lockbox

During our conversation, which occurs passed the free cancellation time, they tell me in the messages: "Unfortunately, the latest we can arrange your check-in is 10:00 PM only and there is no option for self check-in. If you arrive later than 10:00 PM you will have to do the check-in next day."

Self check in is described in https://www.airbnb.com/help/article/1207 as: "Self check-in means guests can access a place without needing the Host to be there. Any time after their designated check-in time on their arrival date, guests can conveniently gain access"

After our conversation, they have updated the listing and now it states:

Checking in and out

Check-in: 3:00 PM - 10:00 PM

Checkout before 10:00 AM

Self check-in with lockbox

Now they added the 10pm :), but they still advertise self check-in.

Furthermore, the listing in the description has:

"Late check-in fees:
· For check-ins between 22:00 to 00:00, there is a £50 fee."

But I am told past 10pm is not possible at all. I hope my confusion and frustration is clear :). 

Kind regards

[Branka-and-Silvia0]

@Zulkarneyn0if your host has 3k reviews then it is most probably a hotel or an agency, not the private host. As far as I know, there are different rules for them and it could be a reason ABB doesn't want to refund you. But keep trying.

In the future, I would suggest looking at how many listings "the host" has. If it's more than 10 then think twice. My choice would always be a small, private host.

Good luck

[Zulkarneyn0]

Hi @Branka-and-Silvia0,

Thanks for the suggestion! Indeed I will keep in mind in the future.

So far the airbnb support is not solving my issue. They even told me that listing has the 10pm information in it (which is added after I booked it and missed the free cancellation time). 

I am dissapointed so far with the airbnb support, same support message is now with the 3rd support person. They keep shifting me around and not telling me anything useful other than host's cancellation policy should be followed.

I have no problem with following the cancellation policy if the host has no problem with abiding by the rules they write in the listing. If they had written the correct info in the listing I would never book it.

[Mike-And-Jane0]

@Zulkarneyn0 you could get Airbnb's attention by taking them to the small claims court. You will however need proof that the check in times/method changed.

[Zulkarneyn0]

@Mike-And-Jane0  sorry I missed your first message, I booked an alternative place with actual real self check in 🙂 so at least I will not risk staying in the street. I am traveling to Liverpool.

When I go in my upcoming trips I still see the original rules and I took screenshots. Small claims can be an option indeed but I've never done it before. I would rather see airbnb or the host to step up and just solve this issue. They are acting as if I am asking for special treatment whereas I only want them to follow the listed rules and if they cannot they should cancel my booking penalty free...

[Mike-And-Jane0]

@Zulkarneyn0 Airbnb and the host are being unreasonable. I hope you have a screenshot of the original check in method and time. I would just keep on at Airbnb until they force he host to honour the listing as booked or fully refund you.

Where are you travelling to? Are there other options still available?

[Zulkarneyn0]

@Mike-And-Jane0 @Branka-and-Silvia0 @Bhumika @Pat271 @Helen3 

I am adding the pictures and messages from the host for reference. So far the support did not help at all and host is not trying to make things right. I don't get how Airbnb allows this. I asked the host for cancellation and full refund couple times without any result.

Messages from the host:

1. I asked "Why is the listing states "self check in with lockbox"? Is that an error?
   ". They replied "It might be there is some technical glitch."
2. They wrote "Unfortunately, the latest we can arrange your check-in is 10:00 PM only and there is no option for self check-in. If you arrive later than 10:00 PM you will have to do the check-in next day."
3. When I asked about after 10pm they wrote "Unfortunately the requested time for check in is not possible given the hour and no availability, we do apologise for the inconvenience.
   If this is not possible, given self check ins is not an option, we will need to check you in the following day."

Listing infoLate check in possibilityCheck-in info when I booked

[Mike-And-Jane0]

@Zulkarneyn0 unless you are lucky and @Sybe or @Jenny nudge customer support to do the right thing you will have to go to court on this one. I don't see how Airbnb could win given that check in is a fundamental part of a stay and the host (and Airbnb ) isn't standing behind what they offered.

The only other alternative is a Twitter approach as I understand Airbnb don't like airing their dirty washing in public. I don't use Twitter so no idea if it will work.

[Paula]

Hello @Zulkarneyn0,

Thank you for sharing these details with us. Although we are not part of the Airbnb Support Team, and as you mentioned that you are already in contact with them, I just wanted to inform you that I have gone ahead and forwarded your situation to the team that can help. They should be in contact with you soon.

@Mike-And-Jane0 thank you so much for keeping us in the loop.

Paula