DEAR TRAVEL TROUBLESHOOTER: I recently booked an Airbnb in Las Vegas. Just before I checked in, the host pulled a decoy and sent me to a different address than the one listed on the property. The new location was not clean and did not compare to the original listing. I also felt insecure.
That evening I called Airbnb customer service and sent them some photos and video of the location. I spoke with a customer service representative who told me to book a hotel and assured me that Airbnb would reimburse me in full. She did this over the phone and via email through the Airbnb platform.
I sent the receipt for my hotel stay and parking, but Airbnb still hasn’t refunded me. It’s been almost a month since my trip. I think they should also compensate me for my stress and time at this point. Can you help me get a refund from Airbnb?
— David Tuttle, Grants Pass, Oregon
ANSWER: You should have received the rental you booked, not a replacement and definitely not a lower rental that makes you feel insecure. It looks like Airbnb has agreed with you and offered to cover your hotel expenses.
Airbnb addresses this under its AirCover guarantee, which states that if your listing is “significantly different” from what was advertised and your host can’t resolve the issue, then Airbnb will help you find a similar place. “If such a place is not available or you prefer not to book again, we will give you a full or partial refund,” he adds.
I have reviewed the correspondence between you and Airbnb. My concern is that Airbnb seems to offer to cover your hotel, but later changes its tune and offers you a coupon for a future stay. The Airbnb credit was a generous offer, but only if combined with the initial Airbnb offer to cover your hotel costs.
You did an excellent job with the record keeping. When you moved in, you took photos and videos that documented the condition of the apartment. You have also recorded your interactions on the Airbnb platform and kept notes on your telephone conversations. When things start to go awry with a travel company, you really need to get in touch with your in-house accountant. Take notes, collect invoices and receipts and document everything. If you don’t, you may not have enough evidence to defend your case.
