Rude and aggressive host who won’t cancel

[Natasha615]

Hi, I have had an extremely rude host who got angry when I asked about the cleaning of the property because my dad is on chemo and cannot get an infection. He then was passive aggressive with his comments and rude on the phone. He called me stupid and that he didn’t care that my dad is terminally Ill. I booked two days ago and due to go to the stay tomorrow. Within a few hours this all happened and it was the host that suggested I cancel but refuse to give a refund. Customer service are being very unhelpful, please can anyone advise 

[Mike-And-Jane0]

@Natasha615 Assuming it is a whole home listing I would go unless you really think your dad would be unsafe. Hosts are supposed to still work to the Covid cleaning protocols. What sort of cleaning standard were you looking for?

PS Nice to see someone from St Albans where I grew up.

[Natasha615]

Hi, thanks for your message. 

I asked if the 5 bed huge Manor House I booked had cleaning during the stay and if not could they organise. They said no because they clean themselves and that it’s a concerning question. I explained my dad is on strong chemo and can’t get ill or an infection very easily. To which they replied saying it’s a house, not a medically sterile environment. The host suggested I cancel and when I tried ( this was within 3 hours of cbooking) it said no refund and the host said yes we are keeping the money “we worked hard for”. They messaged me twice and did a discount of 100. It’s a 4K stay.

The host called me stupid on a telephone call and that he didn’t care my dad was terminally ill as it doesn’t affect his business or his life. 

im just really nervous we are going to drive to Norfolk with my sick father and the host will be aggressive, intimidating and rude. Potentially start an altercation. Also nervous they are going to do things despite me. The messages are very rude and not how I would treat anyone else. 

[Mike-And-Jane0]

@Natasha615 How rude of them. I don't think many Airbnbs have cleaning during the stay but the host should be able to respond politely. Actually cleaning during a stay is more likely to cause issues from the germs brought in by the cleaner so you are possibly better off just keeping it clean yourself anyway.

I really don't see that the host would start an altercation with you as this could allow you to cancel and they would get a bad review but I can see why you would be concerned

Good luck with whatever you decide.

[David10551]

To be honest, I don't think you're going to get a refund.  Though, host could've been polite while informing that. All you can do is leaving a negative review if customer service aren't helping.  

[Jenny · Accepted solution]

Hi @Natasha615 

I'm so very sorry to hear about this.  It must be an additional stress at a time where you really want to be focused on your Dad.

I have sent details of your situation over to Airbnb, to see if they can help, and I'll ask them to get in touch and see if there's anything that they can do to help.

Did you manage to capture any evidence through the Airbnb messenger which demonstrates the behaviour of the Host?  

Hopefully someone will be in touch with you soon, in the meantime, please feel free to update us on this post about how things are going.

Sending you my support,

Jenny

[Helen3]

Hello @Natasha615 

I am so sorry to hear your experience. @Natasha615 

Whether a host cleans themselves or gets a cleaning crew in it should be cleaned to the same standard.  If you were concerned about how the property would be cleaned you should have spoken to the host before confirming the booking.

What cleaning did you want the host to carry out over and above the standard Covid clean that hosts sign up to deliver?

It's a shame you spoke to the host on the phone (Airbnb does suggest you keep all communications on the platform) so there is no record of the comments you say he made.

I am sure if you had specific cleanliness concerns. you would have spoken to the host first, to make sure any particular standards could be adhered to.

Under the T&C you booked under you are only entitled to a partial refund.  So your options are to travel and enjoy your stay. Or capture your conversation on Airbnb messaging and say you no longer feel comfortable staying because of the hosts response and ask to cancel penalty free. 

[Helen744]

@Natasha615 some hosts do indeed provide weekly cleaning through out your stay if longer than a week . this is not advertised as such , so its a good idea to look for the host who will assist you in this way . They do exist. Its important that you bring this up with the host early before booking and do not use instant booking. There would be issues with the host as well i believe concerning your dads chemo.so choose carefully and its better to talk this over with a number of hosts until you find one who can accommodate both you and your dad. do not forget the other comforts that your dad may need and enjoy , such as leafy outlooks and comfy sofas and armchairs , books , music and good internet and television and nice luxurious bathrooms. It is doable and hats off to you . a little more planning and it should make your stay that much easier. all the best . I hope you can call Airbnb and receive your refund or have it applied to another stay as soon as possible. Ask .. H