Terrible experience with host, trying to get help.

[Tommy303]

So I booked a stay for my bachelor party for 11 people and out of the country. When I booked the reservation, I had a great experience with the host and they answered many questions I had. About a month passes and I had another question so I go to message the host and realize it’s now a different host. This person has terrible reviews, I message them and they don’t respond for 4 days, until I had to have customer service reach out to them.

Honestly, I don’t feel safe at all with this host and feel like I was baited and switched. I’m traveling out of the country with a large group and I don’t want to not be able to get ahold of them when I arrive or some other issue. I didn’t book with this person and if I saw their reviews before I would have never booked. I attempted to get a refund but due to cancellation policy they won’t refund me and I asked the host and he refuses. My reservation still isn’t for another month.

I don’t know what to do at this point because I don’t feel comfortable but I don’t want to lose almost $2,000.

[Jennifer311]

sorry you’re going through this-it’s  serious. I hope you get a better answer than mine but here’s a thought:

I’ve found there are some differences between how different Air BnB people respond to things. I know hosts who when they feel they’re probably not going to get anywhere with someone will call someone else who is less scripted and inflexible, then they will ask to have it “escalated” to a higher level.

what is the cancelation policy of this listing? There are some variations on the original categories.

What have you done so far with Air BnB about this and what was their response?

[Tommy303]

The host has a strict cancellation policy so I am only receiving half. I have reached out to support multiple times and they really are not doing much. They say they are trying to reach out to the host to see if he will issue a refund but are not getting a response.

[Pat271]

@Tommy303  I would think that since the original expectation and terms of the contract were not honored (I.e. different hosting situation), you would be due a full refund.

For instance, I removed a bathtub and replaced it with a shower, and offered all of my currently-booked guests full refunds. One did accept my offer, as he had specifically chosen my property because he could bathe his toddler in the bathtub.

I would think Airbnb would adopt a similar policy, and it’s easy enough for them to verify a change in the listing.

If I were you @Tommy303, I would keep calling and iterating on the above logic with the CS agent who answers. You might get lucky.

[Pat271]

@Tommy303  This is bizarre, because listings and associated bookings are NEVER supposed to be able to be transferred to any other host.

@Bhumika, can you figure out what’s going on here?

[Bhumika]

Hi @Tommy303 ,

It seems a pretty uncomfortable situation and it is totally understandable how you feel about communicating with seemingly two different people.

Although I cannot comment much without seeing the Host's profile, I am sharing this instance with our Support teams if they can dig into the details again. 

Thank you so much @Pat271 for looking out for @Tommy303! Your kindness is always appreciated🌻!

[Tommy303]

Thanks Bhumika, I am currently working with a supervisor, ** on this as well.

**[Name hidden due to privacy concerns - Community Center Guidelines]

[Mike-And-Jane0]

@Tommy303 How can you tell it is a different host?

[Tommy303]

Well they are different names. I still have the messages with the old host and the old host is still active on other listings. The “co-host” is the same which I am assuming is the owner but there is no way to contact them.