Issue with a host home - Pool broken etc - Suggestions??? Advice??? Am I being unreasonable?

[Tammy343]

I'm staying at a home I rented for the month in Florida.  I rented it for my elderly parents, myself, my daughter, and my niece. It's a 5 bedroom home, 3.5 baths. The reason we chose this particular home is for the pool.

We arrive and were told there is no pool heater. Now there is a pool heater, but it's broken. This was not disclosed in the listing. Then a few days after being here the pool filter has been broken. It stopped working on Sunday, I wasn't sure at first then I paid closer attention and was sure it definitely was not working.  I let the host know on  Tuesday. Checked in the status and kept being told someone was coming, it's now Saturday and no one. Then they told me the company is closed on the weekend. So over a week of the filter not being filtered at all. 

In addition other small items- No cleaning supplies, no vacuum (the entire second floor, 4 bedrooms is carpeted). I brought this to their attention, but then I just found my own on FB marketplace and bought a vacuum and my own cleaning supplies. You would provide these so their home would be taken care of during the month. The gas for the grill is empty too. 

I have been patient and purchased the normal items that I believe (also an Airbnb host) should be available. I'm sick on contacting them about this and following up. I feel like I'm the homeowner, instead of having a fun rental experience. I just want to leave and find a different place at this point. 

I have been pleasant to the people and understanding. I said I think we should find a new place to stay while they fix the pool issues for their next rental guest and we can have the vacation rental we want. I asked them to let me know their thoughts. They responded  are with "we are working on it".

Suggestions??? Advice??? Am I being unreasonable? 

[Deb216 · Accepted solution]

Hello @Tammy343 , 

I see that you are a valued Airbnb Guest with numerous, positive reviews.

I am a Host who appreciates Guests like yourself, so it is disappointing to read of the issues you are experiencing. 

I recommend that you make sure all of your communications with the host are always on the Airbnb platform (via Airbnb messages) and not via cell phone, snapchat, etc., this way you have a record for Airbnb to refer to in case of any confusion.

I personally do not feel that you are being unreasonable.  I recommend contacting your current host again and if the host is unable to provide you with the amenities he/she advertised, you have the option to request assistance from Airbnb to be moved to a different listing.  Document everything.   See Airbnb's policy below regarding involving Airbnb.

"Though we always want Hosts and guests to work things out directly if they can, we know it’s not always possible. If an issue comes up that you’re not able to resolve with your Host (or your Host declines or doesn’t respond to your refund request), let us know and someone from our team will step in to help.

If we find the issue is protected by AirCover, we’ll get you a full or partial refund, or depending on the circumstances, find you a similar or better place to stay.

Remember that you have 72 hours to report any issue to us from the time of discovery.

Note: In an emergency situation, or if your personal safety is threatened, contact local police or emergency services immediately. If you're unfamiliar with local emergency services phone numbers, you can find it in the Airbnb app. For any other safety issues, you can always reach us through our dedicated 24-hour Safety Line. Read more about options to contact us in our Help Center."

[Tammy343]

Thanks for the advice. I appreciate it. 🙂

[Helen3]

I would do as it suggests on your booking confirmation and contact Airbnb if the host is unwilling/unable to fix the pool

If the pool is your main reason for choosing the place in your situation I would find an alternative listing that's available with a pool and ask Airbnb to cancel penalty free with compensation for the days you haven't been able to access the pool @Tammy343 

It's unacceptable to the host not to provide a hoover and other cleaning equipment if they are going to accept longer term lets.

[Mark116]

@Tammy343   A pool is a big amenity, and if it isn't available/sanitary then that is a breach of the Airbnb rules, you can probably get a penalty free cancellation if you contact them especially since the hosts don't have any timeframe for when it will be fixed.

As far as the cleaning supplies and vaccum, I would leave that stuff, at least a starter package, for a long term or short term guest, but it isn't an amenity.   I believe cleaning supplies are now an item, not sure.  

It also depends on whether the listing stated the pool was or was not heated.  If they said it wasn't heated and you didn't notice it, you will have lower chance of getting your refund.

[Tammy343]

Thanks for the advice. 

[Jenny]

Hi @Tammy343 

That's such a shame, sorry to hear about the issues you're having, you sound like a reasonable and understanding guest!

Some great advice here from @Deb216, @Helen3  and @Mark116 - thanks to you all for popping in to give some advice here.

I wanted to share this article to reiterate what you've already been advised.  You've done your best to work with the Host, and the article details what steps you can take next.

Please come back and let us know how you get on - I hope you're able to get things sorted so that you can enjoy the rest of your experience.

Just so you know - I've moved your post to another part of the Community Center for more visibility.

Jenny

[Tammy343]

Thank you!

[Tammy343]

Thank you everyone for your responses. After writing this the fridge was found to be leaking and I just needed to find a different spot. The host worked with Airbnb and me to refund the rest of the stay. It was kinda a hassle to have to move after being there for 2 weeks already, but it worked out in the end. 

Thanks again for the wise advice and suggestions! 🙂

Tammy

[Waseem20]

I see that you are a valued Airbnb Guest with numerous, positive reviews.

I am a Host who appreciates Guests like yourself, so it is disappointing to read of the issues you are experiencing. 

I recommend that you make sure all of your communications with the host are always on the Airbnb platform (via Airbnb messages) and not via cell phone, snapchat, etc., this way you have a record for Airbnb to refer to in case of any confusion.

I personally do not feel that you are being unreasonable.  I recommend contacting your current host again and if the host is unable to provide you with the amenities he/she advertised, you have the option to request assistance from Airbnb to be moved to a different listing.  Document everything.   See Airbnb's policy below regarding involving Airbnb.

"Though we always want Hosts and guests to work things out directly if they can, we know it’s not always possible. If an issue comes up that you’re not able to resolve with your Host (or your Host declines or doesn’t respond to your refund request), let us know and someone from our team will step in to help.

If we find the issue is protected by  , we’ll get you a full or partial refund, or depending on the circumstances, find you a similar or better place to stay.

Remember that you have 72 hours to report any issue to us from the time of discovery.

Visit Our Site for More info about it**

Note: In an emergency situation, or if your personal safety is threatened, contact local police or emergency services immediately. If you're unfamiliar with local emergency services phone numbers, you can find it in the  . For any other safety issues, you can always reach us through our dedicated 24-hour Safety Line. Read more about options to   in our Help Center."

**[Link removed - Community Center Guidelines]