Airbnb

the_lunatic_is_in_my_head

Hello OP

Was you staying the UK? Small host or large chain type of place? (If large chain which one please)?

What was the purpose of your stay? If for leisure was it a run of the mill stay or anything special? 

Basically you have damages (the extra it cost to stay somewhere similar) and possibly loss of enjoyment.

Aircover does say "If the listing is significantly different than advertised and your Host can’t resolve the issue, we’ll help you find a similar place, depending on availability at comparable pricing." 

That is something Airbnb can be in breach of but really you can do this without them so it's fluffy words rather than some concrete guarantee. 

If this was UK and the Host is in the UK going after the Host will probably be more fruitful.  

zoemk12

Alderbank said:

You refer to AirCover.

For those who are unfamiliar, AirCover is a service provided by AirBnB

How AirCover for guests works

AirCover for guests provides support for serious issues with your booking or during your stay.

Your Host is the best person to contact if anything comes up. You can message your Host directly to let them know what’s going on.

If an issue does come up during your stay [and] your Host can’t resolve the issue or doesn’t respond at all, contact us as soon as possible.

We’ll review it and if we find it’s an issue that’s supported by AirCover for guests and you’d like to leave the place, we’ll help you find a similar place to stay, depending on availability at comparable pricing. If a similar place isn’t available or you’d prefer not to rebook, we’ll give you a full or partial refund.

You say that no similar place to stay was available within 100Km. They have offered refund of the booking, refund of the emergency hotel accommodation also £166 compensation.

They don't (and realistically can't) guarantee similar accommodation nearby. What they say is that if such isn't available they will refund you. As far as I can see they (AirBnB through their service AirCover) are complying with their terms so you have no claim against them.

You might perhaps have a claim separately against the Host (not AirBnB) for your consequential losses of any perishable food you had brought with you and the extra travel costs to get the the alternative accommodation you chose, but liability for consequential loss can be difficult to prove.

What did the Host's description say about provisions? If they said the accommodation is 50Km from the nearest shop which is closed all day Sunday you might have a case. If they said fresh food is available from the village shop 1 mile away, less so.

Can you say more about the 3 phone calls at £30 each?

Finally, you say 'Honestly, I’m so angry I’d like to take them to small claims in the hope it attracts press attention.'

Honestly, that is bonkers! Small claims court has no reporters and does not publish its decisions.

If you want press attention you would be better supergluing yourself to the doors of AirBnB's offices (note: nobody here will ever endorse any actions like that). Your consequent hearing in the local magistrate's court might possibly get a mention in the local paper.

These are the 3 calls, nothing else to say really except that’s what they cost. 

There was alternative accommodation in our chosen area but given the now urgent nature it was at a premium. Airbnb acknowledged this and said they would cover the difference. The following day they said they wouldn’t!! 

zoemk12

the_lunatic_is_in_my_head said:

Hello OP

Was you staying the UK? Small host or large chain type of place? (If large chain which one please)?

What was the purpose of your stay? If for leisure was it a run of the mill stay or anything special? 

Basically you have damages (the extra it cost to stay somewhere similar) and possibly loss of enjoyment.

Aircover does say "If the listing is significantly different than advertised and your Host can’t resolve the issue, we’ll help you find a similar place, depending on availability at comparable pricing." 

That is something Airbnb can be in breach of but really you can do this without them so it's fluffy words rather than some concrete guarantee. 

If this was UK and the Host is in the UK going after the Host will probably be more fruitful.  

Thanks. It was in Spain and the host has 3 properties in the area so not a big chain. 

My issue is Airbnb confirmed in writing that they would help us secure another place. They acknowledged and agreed that prices in our chosen/booked area had risen and they would cover this and then they did nothing. The last message at 01.19 said thanks for sending us a few suitable options, we’re working hard to sort this out and will come back to you asap! Then silence. 

It was Sunday so almost impossible to sort anything. Airbnb have access to hosts we simply didn’t have, but they did absolutely nothing to help us. Also, we had the money to pay again for accommodation what about people who don’t have credit cards or big savings pots? I find it bizarre that this is an ok way to behave! 

powerful_Rogue

What are you actually claiming forand how much?

You've had a refund for the accomadation, a refund for the hotel and an additional £166.