Host not responding 2 hours before Check In as we are on our way to the address from the airport

[Lyes52]

We supposed to check-in today for our Airbnb . me and my parents  on our way  to the place the host phone number isn’t working and he is not responding to our messages . We are so worried . Out check-in is in 2 hours. 

I have  a reservation for 3 months . my father is a bit sick and the costumer support saying give us time to check with the host . I’m so panicking right now. 

the prices of Airbnb nearby are almost double now . 

[Joan2709]

@Lyes52 

Have you checked the Arrival Guide on your phone in the Airbnb App under the Trips Tab at the bottom? If you Host has check-in instructions, you should find them there:

[Lyes52]

I have , it says call

the host for check-in instructions . 

[Joan2709]

@Lyes52 

Hmmmm...that is a bit odd, but not unheard of.

How long has it been since you contacted Airbnb about reaching out to the Host?  

Can I ask what city/country this is?

[Lyes52]

i tried to contact them 3 days ago about check-in instructions. They haven’t responded . I contacted them 4 times this morning when I got to the airport picked up my parents .still no response . 
I asked costumer support they said wait until 4pm check-in time . If no response we may  refund . I’m so stressed as my mom is a bit sick . Plus the 15 hour flight 

[Joan2709]

@Lyes52 

Waiting until check-in is not acceptable.

Contact Airbnb CS and ask if they reached out to the Host yet?  I'm guessing they have and got no response from the Host as well. Nothing worse than showing up to the address of the listing after a 15hr flight with no way to get in. Are you on the airplane at the moment? What time do you expect to arrive at the listing?

[Lyes52]

We departed the airport already , we are in a taxi to the place , we should be there by the check-in time ( 4pm ) 

[Joan2709]

@Lyes52 

Ok...hoping all goes well...let us know.

[Lyes52]

Thank you ! I will  keep you updated 

[Helen3]

Please contact Airbnb again ask them to cancel and cover the cost of a hotel for the first night as host hasn't provided check in information. @Lyes52 

sorry you have this awful situation... but just to let you know it would have been better to contact Airbnb when you couldn't reach the host initially a few days back. 

[Rebecca]

Hi @Lyes52 👋

Sorry to hear that this has happened. I wondered if you could share an update with us, and if you needed any further support? 

[Lyes52]

update : 

we were left outside until midnight to finally decide we could get hotel temporary to as this is long term reservation. 
now we’re are about to check out from

the hotel again and no rebooking assigned yet . 
they tried yesterday to book us to different cities which is way far from our destination and will require more expenses to commute for our plans . 
Still waiting and my mother is really sick from yesterday cold 

[Joan2709]

@Lyes52 

Oh no I am so sorry to hear this...what a terrible situation.

Unfortunately, it sounds like maybe the price for this property was too good to be true and this was a possible scam?  Fortunately, this is not the normal situation for most guests who complete stays on Airbnb with no issues. 

Do let us know how it goes.

[Lyes52]

No the initial property wasn’t a scam ! They had reviews already ! And it’s booked most of the time the upcoming summer . 

[Lyes52]

After more than 24 hours of escalating the issue with Airbnb, I was repeatedly ignored. During this time, my mother became seriously ill and was hospitalized from yesterday cold .
I couldn’t keep moving from hotel to temporary shelter and unsure places .
I spent the entire night trying to reach a manager or supervisor, but my calls were ignored once they recognized my number. With no real options,.

 I accepted a 20% coupon on my original booking and arranged alternative accommodation myself, even though it disrupted our trip and was far from what we planned. I’ve lost several thousand dollars beyond my budget. They still have not canceled or refunded the original reservation. My parents’ health is my top priority, so I want them to be stable and recover . but I will continue pursuing and trying to fight on this case as the reservation still active and haven’t got a refund .