Airbnb life: OMG my host cancelled my reservation at the last minute!

I. AM. STUNNED.!!!

Let me start off by saying, this post is not going to provide a lot of advice about what you should do if this should happen to you, because truthfully, I am still working out all of the details of the situation and I do not quite have the answers. This post is really me just venting, and letting you know about things that can happen when you are living life on the road.

So…here’s what happened.

LESS THAN 24 HOURS before I was set to check in to a home for a month, my boyfriend received a message from the host of the home. The message was for an alteration to the dates that we were to stay. Instead of checking in the next day and staying for a month stay, the host asked if we would accept his offer to check in TWO WEEKS FROM NOW for a two week stay, FOR $300 MORE than our month reservation!?!?!

WHAT. THE. ENTIRE. EFF!?!?!

A shorter stay for more money, and we can’t even check in on the day we NEED to check in!!??

Uhhh…no thank you!!

When the text came in, we were packing up and winding down at the home we were in, and making plans for our departure the next morning. But we had to change gears IMMEDIATELY and figure out 1) how do we get a refund and 2) where the eff are we gonna go in the morning????

My first thought was to see if we could stay put for a few more days. However staying at the home we were in at the time was not an option because another guest has already booked it.

We really did not have a lot of time to play around with and we needed to know what our options were IMMEDIATELY. Of course, in the day of on-line support and help bots, getting a human on the phone that could help was not the easiest thing to do. So my boyfriend worked on contacting airbnb and I got to work researching places we could check into the next day.

Though I don’t have any official advice for resolving these types of situations, here is what I did learn from the situation.

1) TRUST MY GUT – When we initially found this place, in our guts, we felt like something was off. The place didn’t have a TON of pics, but we felt like it was enough to make us feel comfortable with selecting it. The host also had kind of a distorted profile picture, which just kinda made us wonder why versus made us feel like it was a deal breaker. There weren’t any reviews, but hey, every home has to start with its first renter. And we had rented homes in the past that had little to no reviews because you get good deals as one of the first three renters for most homes. So that didn’t scare us off, but rather just made us prepare ourselves for a less-than-perfect stay. But here’s what made us question things a bit. Once our reservation was confirmed and we received the address, we googled it and realized it was an apartment versus a condo, so renting from a renter is really what made us apprehensive. I was actually surprised that this was permitted by airbnb but apparently it’s a new thing they started allowing. We feel like home owners and companies that use airbnb income as a primary income source have more to lose if our stay isn’t good or if they don’t live up to their end of the deal. Someone renting an apartment may not have the same type of personal or professional investment in the experience.

2) DO NOT CANCEL – Even once the host made it clear that his home would not be available for our stay, and even though we needed to release this reservation in order to make another reservation, we knew that THE HOST had to be the one to cancel in order for us to get our money back. And apparently he was dragging his feet on processing the cancellation. So unfortunately, we had to wait for airbnb to conclude their investigation into the situation (which took over 24 hours) in order for us to be refunded (which could take up to 15 days for the bank to fully process) and for my boyfriend to be able to book using his airbnb account for a reservation during the same period of time as the cancelled home.

3) BE CLEAR IN YOUR COMMUNICATION WITH THE HOST – Airbnb reviews the communication between guests and hosts. When the host sent us the altered reservation request, we made sure to clearly ask “IS YOUR HOME UNAVAILABLE FOR THE DAYS THAT WE HAVE RESERVED?”

4) MAKE SURE ALL COMMUNICATION STAYS WITHIN THE AIRBNB APPLICATION – This sort of goes without saying, but I’m going to say it anyway. In the event of any issues, this communication becomes your evidence. If it’s done outside the airbnb platform, it may be harder to prove your case.

5) HAVE A BACK-UP PLACE SELECTED – Each time we search for new places, we typically start off with a list and whittle it down based on all of the factors that are important to us (location, price, parking situation, safety factors, amenities, etc.). Once we make our final selection from that list, we typically don’t think anything else about the homes that we cut. But when something like this happens, it would be great to have that list as a starting point if we have to go back to the drawing board. We’ve already vetted or ruled out a lot of the homes, so we wouldn’t have to re-look at places we’ve already reviewed.

6) HAVE A NON-AIRBNB OPTION IN MIND – I have been relying solely on airbnb for my travels, and that is essentially the equivalent of putting all of my eggs in one basket. Though there are stipulations about where I can travel and work from, there are still some other non-airbnb options that I can consider, and I need to have those options on standby just in case. So doing research on other options will definitely be an action item for me in the upcoming weeks.

7) HAVE MORE THAN ONE METHOD OF CASH FLOW – This taught me that at any given moment, $3,000 can be locked up in airbnb shenannigans. Having some leeway with the purse strings will help to make these types of situations not be as dire as they could be.

8) AIRBNB DOES NOT HELP YOU FIND A PLACE IMMEDIATELY – So we had heard that airbnb has helped some travelers that have been caught up in situations where the host canceled last minute. We heard that airbnb will step in and find a place for you. IN OUR SITUATION, this was not the case. First of all, we needed a place THE. NEXT. DAY. which would have been Saturday morning. We had to be checked out the next morning and had a four hour drive ahead of us. By the time someone contacted us to help find a place, it was about 7pm Saturday night. I don’t know what they expected us to do if we were, say, stuck in an airport with no place to go, or traveling with a car full of kids expecting to pull into a home and get them fed and settled at check-in. We didn’t know whether we should drive the 4 hours to the city of the original home we were supposed to go to, or stay put, or head back to Maryland and beg relatives to let us couch surf. Instead we remained in limbo for 24 hours waiting for airbnb to conclude their investigation and advise us about next steps. It was only at that point that they then told us some other options for housing.

HOW DID THINGS END UP?

So the good news is that we were able to find a place for a week, and we checked into that place just fine. Airbnb finished their investigation, refunded our money, and gave us a $200 credit (with stipulations…ugh!). In addition, they assessed penalties against the host that cancelled. Once we got to the place we were able to book last minute, our first order of business was to find another home for the remaining three weeks that were part of our original reservation, and we think we found a nice place that we are looking forward to checking into. As of now, things have all worked out, but it was definitely a stressful couple of days. We definitely learned a few valuable lessons and realize we have a few things that we need to tweak, research, and be mindful of going forward.

Has anything like this ever happened to you? What happened and how was it resolved? I’d love to hear from you!

Published by

justamarylandgirl

I'm a Maryland girl, cat owner, and music lover. I'm awkward and introverted and totally flawed, and learning to be ok with it all. Share this journey with me as I write about the various things I love about my state, my random ponderings, and this life of mine.

2 thoughts on “Airbnb life: OMG my host cancelled my reservation at the last minute!

  1. I am so sorry this happened to you. I hope this renter either 1) learns quickly that you can’t treat clients this way, or 2) quickly goes out of the airbnb business. This is unacceptable. However, it seems like you bounced back and that you picked up some valuable information. Thanks for passing it on.

    Like

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