problems with internet - a reason to ask for a refund?

[Igor19]

Hi,

i recently had a 2-week long stay and, while the apartment itself was good, i had big problems with the internet. They started about a week after i checked in, and the internet was out for half a day, then appeared again, then disappeared again for a long time the next day, and so on. For me internet = work, and no connection = lost income, and always before choosing a place to stay i confirm this with the host.

Well, unexpected connection issues may happen, of course; but what i didn't like in this particular case is that the owner kept telling me "she can't do anything about it". The internet provider confirmed to her that they were having problems in the neighborhood. I believe the host had enough time to try to find an alternative solution (as some hosts have done, in my past experience), such as providing me with a mobile modem or something like that.

After many days of connection problems i'd have moved out, if i had intended to stay longer... Anyway, i survived, but the question now is: is it ok to ask for a partial refund in such a case? I don't really want the host to have any problems in the future because of that, as the overall experience was quite nice. But then again, for half of the stay i missed the amenity which is crucial for me, and the host hasn't done anything to solve this critical problem. How would you proceed?

Thanks

[Elaine-and-Duane0]

Unless you stayed in a business listed accomodation, I am not sure that internet would be an expected service. Internet is usually listed an amenity. As a host, I want my guests to be satisfied. I might have offered a gift basket, gift certificate or offer a free night in the future. Realistically this was not the hosts fault. If you really want to pursue a refund, contact the airbnb resolution center within 48 hrs of checkout. Good question - thanks for posting.

[Igor19]

Mmm, that's exactly why i decided to discuss it here before applying for a refund.

What is an "expected service" then? Isn't it ALL that is listed under "amenities" (or do you consider amenities just a bonus)? After all, we choose the apartment based on that. Say, a handicapped person chooses an apartment that says "elevator", and it's not there.

I've already received refunds in the past based on absence of internet (though it hadn't been working at all in the other case, while not it hasn't been working half of the time), based on absence of kitchen..

I do understand that such a force majeure is not the host's fault. What i would do as a host, however, is trying to find a solution; there was plenty of time for that.

I did have my own mobile internet of course, but it was very slow and also very expensive... basically the reason for the refund is just the amount of money i spent on it.

[Elaine-and-Duane0]

Always interesting to hear guests point of view. I would want to know if internet was critical factor before accepting/declining a guest. I agree the host could have been more gracious. In the future you can ask airbnb to re - home you if your expectations are not being met.

[Elaine-and-Duane0]

Always interesting to hear guests point of view. I would want to know if internet was critical factor before accepting/declining a guest. I agree the host could have been more gracious. In the future you can ask airbnb to re - home you if your expectations are not being met.

[Alice638]

I as a host is having the same issue with the internet provider. I have listed WiFi as an amenity but not sure what to do for my guests that need a continuous connection for work. 

Unfortunately I now have to exclude business travelers because I can’t seam to get a reliable internet company in my area.  I have added a disclosure in my listing that I am not responsible for things that are out of my control. Such as boil water order, hail wind and rain and power outages due to those unforeseen issues. 

[Vivian78]

Your answer doesn't make sense - if the host knows that their internet service will be non-existent (or they don't bother to fix it when the guest says there an issue with the connection), WHY would they list it as one of the amenities then? That's misrepresentation, and that is the host's fault. The guest would definitely be deserving of a partial refund. 

[Amaris0]

If it was crucial then yes you can ask for a refund. If it is listed as an amenity then it should be available otherwise the details of the listing are inaccurate. If the service is intermittent then the host should have mentioned it on the listing or taken it off the amenities until such a time that it was working again. Wireless is crucial for me as well when I travel and I specifically choose  this filter and would not stay in an accommodation that does not have wireless.

I had one reservation where the host e-mail me on the morning I was due to check-in to inform me the internet was down but would be working in two days, I informed the host and Airbnb I would secure alternative accommodation for those two days and, requested a reservation alteration and refund for the those days. I agreed that I would check -in in two days subject to the internet working. Unfortunately when the two days were up, the internet was still not fully functional as such I cancelled for a full refund including Airbnb fees; I needed that wireless for graphic applications on my lap top which my mobile could not accommodate so for me, it was not an option. 

You could e-mail the host to consider for a partial refund under the circumstances.

BW, Ama

[Ephraim0]

I feel like I'm in the minority here, but I would certainly offer some fair compensation. I feel in todays day and age Internet is no longer a luxury its a necessity.  But that's me, and I want my guests to always feel like they got what they paid for, regardless of whose  fault it is, I would feel responsible as a host to make it right.

[Igor19]

Do you know how to get in touch with airbnb experts/staff regarding this matter?

I can never find the place on the website where i can write them...

[Igor19]

And what would you consider a fair refund? If say i paid somewhat between 500 and 600 eur for 16 days, and a week out of this period i had the above mentioned issues? 

[Ange2]

Hello Igor,

Probably the easiest and least time consuming way to start the ball rolling for a refund for as you had mentioned  " the amount of money i spent on it [your mobile connection]",  is to copy your bill with dates and highlight the expense you incurred because the host's internet did not work and send it off to Airbnb. I guess they will decide merit.

[Raffaele-and-Astrid0]

Hi @Igor19

here: https://www.airbnb.com.au/resolutions

Personally as a host I would looked for another solution, as a mobile device, or a new sim card for your phone in my expense, but this depend how people care about their guests, not everyone is the same, isn't nice said "I can't do nothing about", just sound rude in my personal opinion.

anyway good luck, see what Airbnb says.

Cherrs Raf

ps: next time look for superhost 😄 

[Ange2]

@Raffaele-and-Astrid0

I looked up your alternative fix it sounded like a great idea. I see they are fairly cheap and readily available all across the EU and in Australia, but I have found nothing in the US that is not prohibitively expensive, and if the guest was working on the internet all day I would end up paying for them to stay here.

Shame, as it seems a great backup to have.

[Raffaele-and-Astrid0]

Hi @Ange0
Off course depends where you are and what the deals is, with the phone company and also how much the guest has payed for night.
Need to find a balance between the cost and the compensation, but the host have to do somethings.

my example was strictly from my personal point of view, my experience in hospitality and Airbnb.
I work in a 5 star hotel, and for us a issue with internet is a big deal almost like "no hot water" in the shower.
so for my prospective if you give a service you will try everything for fixing or compensating the issue with that specific service. ( as breakfast free or night extra free or whatever)

Also saying that the internet is for "free" as a extra service, it's wrong. The guest pay also for that, and as in this case, was the principal thing the guest looked before booking.

in conclusion, doesn't matter what happens, if the host give a service, the service should work, if not, the host should do everything possible for fix the issue or compensate the lack of the service.

If you experienced in some hotel some issues and the hotel didn't compensate the miss service, personally I wouldn't come back there. Because is just wrong.

obviously this is how I personally deal with the problems, everyone has is own method, but after not be surprised if someone complains about the low rating. (As a host)

Nice to have different points of view and discussion about. Thank you.
cheers Raf

ps : I'm sorry if my English is not perfect, I hope that the message make sense. 😄