Airbnb - what happens when there s a problem?
Discussion
So we recently used Airbnb for the first time.
Simple to use…until there’s a problem.
Problem being that the cottage we rented had rats…in the bedroom…in the middle of the night.
We were woken in the early hours by scratching and chewing. Rat crap everywhere on floor. Wife and kids hate rats - as in have a massive fear of them. We couldn’t sleep after that, packed everything up, notified owner by Airbnb messaging and their contact on site who told me the site was overrun with them and he was doing his best to get rid. I spoke to Airbnb on phone to cancel rest of stay, took plenty of photos and videos, sent them photos of the rat faeces and left. Noticed on leaving that there were bait boxes all around the outbuildings (took a video and photos).
Airbnb now saying they will see if we are due a refund!! I’ve been stonewalled by the owner. I have a feeling I have a battle on my hands….which is a shame as it was supposed to be a nice little family break that turned into a crap fest….literally.
I’ve just received the following message from Airbnb…does this mean that if I leave a negative review with photo evidence then the owner can stop it being published by not giving us a review?? Doesn’t this restrict my power of influence to get a refund? Also how honest published reviews actually are???
Now having read a little bit on Airbnb then it says that if rodents are reported then they should block out the rental and cancel any bookings until the owner can prove a professional pest/vermin control company has been in and sorted the problem. This doesn’t appear to have happened.
Having not used Airbnb before ….what rights/mechanisms do I have to get my money back???
Simple to use…until there’s a problem.
Problem being that the cottage we rented had rats…in the bedroom…in the middle of the night.
We were woken in the early hours by scratching and chewing. Rat crap everywhere on floor. Wife and kids hate rats - as in have a massive fear of them. We couldn’t sleep after that, packed everything up, notified owner by Airbnb messaging and their contact on site who told me the site was overrun with them and he was doing his best to get rid. I spoke to Airbnb on phone to cancel rest of stay, took plenty of photos and videos, sent them photos of the rat faeces and left. Noticed on leaving that there were bait boxes all around the outbuildings (took a video and photos).
Airbnb now saying they will see if we are due a refund!! I’ve been stonewalled by the owner. I have a feeling I have a battle on my hands….which is a shame as it was supposed to be a nice little family break that turned into a crap fest….literally.
I’ve just received the following message from Airbnb…does this mean that if I leave a negative review with photo evidence then the owner can stop it being published by not giving us a review?? Doesn’t this restrict my power of influence to get a refund? Also how honest published reviews actually are???
Now having read a little bit on Airbnb then it says that if rodents are reported then they should block out the rental and cancel any bookings until the owner can prove a professional pest/vermin control company has been in and sorted the problem. This doesn’t appear to have happened.
Having not used Airbnb before ….what rights/mechanisms do I have to get my money back???
I've just used airbnb for the first time, luckily everything was spot on for us but, rats 
W12GT said:
So we recently used Airbnb for the first time.
Simple to use until there s a problem.
Problem being that the cottage we rented had rats in the bedroom in the middle of the night.
We were woken in the early hours by scratching and chewing. Rat crap everywhere on floor. Wife and kids hate rats - as in have a massive fear of them. We couldn t sleep after that, packed everything up, notified owner by Airbnb messaging and their contact on site who told me the site was overrun with them and he was doing his best to get rid. I spoke to Airbnb on phone to cancel rest of stay, took plenty of photos and videos, sent them photos of the rat faeces and left. Noticed on leaving that there were bait boxes all around the outbuildings (took a video and photos).
Airbnb now saying they will see if we are due a refund!! I ve been stonewalled by the owner. I have a feeling I have a battle on my hands .which is a shame as it was supposed to be a nice little family break that turned into a crap fest .literally.
I ve just received the following message from Airbnb does this mean that if I leave a negative review with photo evidence then the owner can stop it being published by not giving us a review?? Doesn t this restrict my power of influence to get a refund? Also how honest published reviews actually are???
Now having read a little bit on Airbnb then it says that if rodents are reported then they should block out the rental and cancel any bookings until the owner can prove a professional pest/vermin control company has been in and sorted the problem. This doesn t appear to have happened.
Having not used Airbnb before .what rights/mechanisms do I have to get my money back???
Leave a very accurate review, owner cant see it until he's left you one.Simple to use until there s a problem.
Problem being that the cottage we rented had rats in the bedroom in the middle of the night.
We were woken in the early hours by scratching and chewing. Rat crap everywhere on floor. Wife and kids hate rats - as in have a massive fear of them. We couldn t sleep after that, packed everything up, notified owner by Airbnb messaging and their contact on site who told me the site was overrun with them and he was doing his best to get rid. I spoke to Airbnb on phone to cancel rest of stay, took plenty of photos and videos, sent them photos of the rat faeces and left. Noticed on leaving that there were bait boxes all around the outbuildings (took a video and photos).
Airbnb now saying they will see if we are due a refund!! I ve been stonewalled by the owner. I have a feeling I have a battle on my hands .which is a shame as it was supposed to be a nice little family break that turned into a crap fest .literally.
I ve just received the following message from Airbnb does this mean that if I leave a negative review with photo evidence then the owner can stop it being published by not giving us a review?? Doesn t this restrict my power of influence to get a refund? Also how honest published reviews actually are???
Now having read a little bit on Airbnb then it says that if rodents are reported then they should block out the rental and cancel any bookings until the owner can prove a professional pest/vermin control company has been in and sorted the problem. This doesn t appear to have happened.
Having not used Airbnb before .what rights/mechanisms do I have to get my money back???
Continue to push Airbnb - use the photos, go on twitter, social media etc and tag them and the property name
We rented a cottage that was overrun with mice. Complained to the owner and Airbnb. Told them that part of the problem was the decrepit nature of the property and the rubbish mounting up in an outbuilding. Thing is unless other people are honest in their reviews it can mask the problem.
It can be a problem with country cottages. Owner and Airbnb washed their hands of it. Then one of our party was walking down the steps and a foot wide paving slabs dislodged and the party member was injured requiring A&E.
Ended up with one of my friends threatening the property owner with extreme violence (not our best moment, but it got us our money back) and the injured person claimed on their property insurance.
It can be a problem with country cottages. Owner and Airbnb washed their hands of it. Then one of our party was walking down the steps and a foot wide paving slabs dislodged and the party member was injured requiring A&E.
Ended up with one of my friends threatening the property owner with extreme violence (not our best moment, but it got us our money back) and the injured person claimed on their property insurance.
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