Host not refunding my deposit even though I did not stay at the place

[Alpana21]

I made a booking in Rochester, NY, for September 26-29. The pictures on the Airbnb listing were misleading, as I have photos of the exterior, and the property was in poor condition. I arrived an hour before check-in to find the lockbox open. When I contacted the host, they mentioned that the cleaning person might still be there. After knocking several times, someone finally opened the door, and the strong smell of weed immediately hit me. A quick look inside revealed a rundown environment. I informed the host about the situation and told them that I couldn’t stay there. Shortly after, I canceled my reservation, and I received a refund for the difference since I hadn’t officially checked in. However, given the state of the property and the fact that I didn’t stay, I expect a full refund of my deposit. Airbnb support has attempted to reach the host, but they have not responded, which has delayed the return of my deposit.

[Jennifer1897]

@Alpana21 Airbnb is likely honoring the hosts cancellation policy at this point, which is why they are reaching out to see if he /she will extent any additional refund. My questions/route of action would be as follows

When you cancelled, did you contact Airbnb directly to bring forth the issues you had with the property, or did you just cancel through the site/app? Also, when notifying the host of the cancellation was there any discussion regarding a refund or any talks about corrective action?  When you elect to cancel your stay, the cancellation policy comes into play. If the host is nonresponsive, you will likely have to open a case and bring forth your justifications for why the stay was unable to be completed and a full refund is warranted

That being said, it seems like your early arrival was unknown by the host, as the cleaning person was still present. This means the host could argue that they didn't get adequate time to prepare the property for your arrival. I am not saying it was your fault or the hosts fault as none of us here saw the state of the property, but when opening a case there are going to be two sides, yours and theirs.

Hoping everything works out. 

[Zheng49]

@Alpana21 Do you think it’s possible the place could be cleaned fully in 1 hour? I agree with Jennifer that you didn’t give the cleaner enough time to get the property ready.

[Mary1523]

Hi @Alpana21 

Since you arrived and peaked in before check in time (an hour before!), I don't believe you are eligible for a full refund. I would be surprised if you did receive one.

From a host perspective, your judgement of the property was before the official check in time. There's a reason why us hosts have the checkin time, as the property may not be ready and we are under no obligation to have it ready until check in time.

I don't know the size of the property or how long it may have taken to clean, smells and all, but all you are probably entitled to, is what the cancellation policy is.

By the way, you don't put down a deposit. No such thing with Airbnb.

I'm curious as to why you arrived so early, what did you expect? Do you think that is fair on the host that they have to full refund when they weren't even given the opportunity to have the accomodation ready at the official time? Sure if you arrived 2 hours later and the property was still being cleaned, perhaps a different story.

Unclear about the exterior of the property, how much that matters from what is advertised. I would think that is not enough to warrant a refund, but you are within your rights when rating the property to say exterior didn't match what was advertised, or was rundown.

Also not clear if you were staying with a super host or not, but the very good hosts are super hosts, there are many lower rated hosts who also do not do the right thing by guests, or just offer a basic experience.

Hope this helps in understanding your position, all the best, Regs MK