Airbnb refunds?

jimmyjoe16

I recently booked an Airbnb in Liverpool for a five day stay..Mon-Fri.

When i arrived the lift to the apartment was out of order and had been for a few days.Seemingly it is a regular occurence.

The apartment is on the 6th floor.

The host is not the owner of the lift.

Contacted the host who said the fault had been reported.

With no clear idea of how long a fix would take and seeing my partner struggle with the stairs I decided the best option was to book another place. he soonest we could get was the next day.

So we stayed one night in the apartment.

I did not inform the host i was leaving but the apartment was securely locked.And as i had paid for the week I did not think there was an onus on me to inform him.

After already getting off to a bad start i had no intention of getting into a possible blame game scenario during my trip.

Thought id resolve it when i got back home. I asked for a refund of my money minus the night i had stayed in the apartment.

Airbnb have told me that i should have informed the host i i was leaving " as per the guidelines" and sent me a link ..however i can see no mention of having to inform the host… just that check out should be as per instructions. Which i did adhere to.

I have been told that I can only claim back 30% of the first night rate. The host has discretion on refunding the remainder which he has declined.

Having paid for the apartment then having to pay for a second place to stay, i find it a bit unfair that i am being denied a refund for a service that was not fit for purpose.

Perhaps that is just how it is.

Any advice would be most welcome.

Thanks.

oldernonethewiser

How did/was the host supposed to know you didn't stay?

Alderbank

…I did not inform the host i was leaving but the apartment was securely locked.And as i had paid for the week I did not think there was an onus on me to inform him…

There's no onus on you to inform the host of your comings and goings, you come and go as you please (legally, that's called 'quiet enjoyment of the property'). You and your companion could stay in bed all week if you wish, UberEats and Deliveroo are widely available in Liverpool.

If you were not happy about the stairs, you should have told the host. The reason for that is to give him the opportunity to put things right. For example, he might well own other flats nearby which he could offer as an alternative.

dnpark38

The AnB host was denied the opportunity to relet the apartment due not being told of the departure to be able to make a refund.

All I think is to claim some reduction because of the loss of this amenity.

jimmyjoe16

@ Oldernonethewiser.

I informed Airbnb that i had to book another place and only stayed one night at the property.

I am assuming Airbnb have told the host this as part of their Resolution Process?

user1977

https://forums.moneysavingexpert.com/discussion/comment/82141070#Comment_82141070

The point was that you didn't tell anybody at the time.

jimmyjoe16

@Alderbank.

I told the host that the lift was out of order.

Perhaps in my naivety i should have expressly stated i wanted a change….but going from some reviews that i had read, the host appeared to hide behind " the lift isnt my responsibility"..which in fairness is accurate. But does not help me as a consumer.

And there was no explicit offer of a change from the host. But then again..is the onus on me as the consumer or the host, as a good business provider?

Hence why i didnt want to get into a potential too'ing and fro'ing at the time as the trip had already got off to a bad start and I believed it best just to wait until i got home to make a refund claim.

Incidentally, on looking at a most recent review from a guest who had the same problem, the host stated that ALL guests are offered a change of accommodation.

I certainly wasnt offered.

oldernonethewiser

https://forums.moneysavingexpert.com/discussion/comment/82141070#Comment_82141070

When did you do this?

jimmyjoe16

@dnpark38

Part of my issue with that was the feeling that the host might let the apartment out again..at that point he would have been paid twice for the same week….and some other unfortunate soul would have been in the same position as me.

The host already had his revenue from me..so a refund minus the price of a one night stay would have been easy enough to deliver i would have thought?

pinkshoes

https://forums.moneysavingexpert.com/discussion/comment/82141081#Comment_82141081

Telling the owner the lift is out of order is one thing, but unless you made it VERY clear that you would be unable to stay in the apartment without a lift and ask for an alternative or refund for the remaining 6 nights, then you have denied the owner the chance to either offer you an alternative or re-let the property.

Did you actually ask for an alternative?

jimmyjoe16

https://forums.moneysavingexpert.com/discussion/comment/82141084#Comment_82141084

I did this on my return home. When i contacted Airbnb to see if i was entitled to a refund.

At first they quoted me what i would be entitled to £209.19..but that was obviously based on the host agreeing to my claim.

Again, i did not want to spend the remainder of my trip being in a resolution debate.

And again, that is probably naivety on my part.