I’m reaching out for due to an unfortunate issue that I have never experienced with Airbnb. Our host for our upcoming Colorado visit informed us four days prior to arrival that there a material misrepresentation regarding the presence of air conditioning at their property—an amenity that was falsely advertised and which was a decisive factor in our booking. While we appreciate that the host was forthright, this issue has left us scrambling.
Upon discovering the error, the host admitted that the listing was inaccurate and offered to cancel or provide a $30 daily discount. We explicitly informed the host and Airbnb that a cancellation and refund alone would not be acceptable due to the limited availability of comparable properties, the short notice, and the disruption to our plans. Despite this, the rental was cancelled, the refund is in process (but has yet to hit my account) and the case closed.
We attempted to reach out to Airbnb to help find an alternate accommodation, but did not receive a response, so we were left with no viable option but to rebook another Airbnb property on our own.
Although the replacement rental is lower in price, it is located over 40 minutes from our original destination and does not have the same amenities as our original rental. The added travel burden, reduced amenities, and overall inconvenience represent a clear loss in value and quality of experience.
Airbnb’s Guest Refund Policy protects guests from inaccuracies and misrepresentations in listings and allows for either a comparable replacement or reimbursement for the disruption. However, Airbnb is not honoring this policy, stating that we have already rebooked on our own so there is nothing they can do. Our decision to remain on the platform and book an alternative Airbnb was made in good faith to minimize further inconvenience and should not disqualify us from the protections their policies guarantee.
Any advice is appreciated.
