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This is part rant/part WTF. And a long one.
I’ll start by saying I’m not 100% innocent in this case.
Booked an AirBnB in Slough, of all places, for a trip to legoland tomorrow, Thursday. Arrived about 5pm, check in was through a key safe. Lovely looking apartment, except there is a lack of one bed. Four guests, all adults, me, The Wife, and two adult sons. There’s a double bed, a single, and we booked a pull out floor bed. There’s a travel cot in the single bedroom.
The Wife tries to contact the host. 30 minutes later after arguing with her on the phone that we got what we booked, he turns up with a duvet and pillow for someone to use the sofa. He’s adamant that is what’s on the listing. It wasn’t on the listing when we booked, Wife has screenshots of the listing, but it’s now on the current listing. There’s a review on the listing saying the same thing, a previous guest was told to use the sofa as a bed.
Whilst unpacking and trying sort the heating, the apartment is cold, windows were all open when we arrived, we notice a lack of other items that should be in the apartment. There’s only three dining chairs, only two towels. There’s no bin anywhere, no bin bags. No oven gloves, no tea towel, 3 glasses, the hot water keeps cutting out.
Then there’s another knock at the door. This time it’s the host and his father. After telling us that the sofa is the fourth bed, and we are wrong about the pull out bed, we should have requested more towels when we booked, even though we’d filled in the booking form with four guests, that we don’t supply a bin, that’s your responsibility.
I now lose my temper, partly because they are interrupting constantly to tell me they are Superhosts and that I’m wrong. I swear at him and try to get him to leave, which he eventually does.
9:50 Wife gets a message from AirBnB that our booking has been cancelled and we are to leave immediately. We try to contact customer services, no we must leave immediately our booking is cancelled. Contact host, told to get out now.
I’m now in a Travelodge in Maidenhead with an Wife who is bordering on apocalyptic rage, an autistic son who’s struggling to cope and not have a meltdown, and shamefully I just want to punch the host repeatedly. It’s my fault because I can’t cope with argumentative people who won’t backdown.
I’m under a very black cloud due to tonight’s shitfest, stress, stress, anxiety, and depression.
Sorry.
The host sounds absolutely horrible. You are definitely better off out of the property. Do the best to enjoy the rest of your trip and when you get home, take it up with AirBnB. Log everything.
Are you sure the message was from Airbnb themselves? I'd normally expect them to do more than just ping you an email you can easily ignore
That’s awful. Knowing Slough and the kinds of places I’ve had to stay in around there I’m not entirely surprised. We’ve actually had loads of trouble with Travelodge in Maidenhead not honouring bookings correctly (your contract is for a room anywhere in their network, not necessarily the one you book to stay in).
Take it up with Airbnb in the morning, or perhaps after Legoland.
BigBlackShed, glad to read you are in a better place now. We all suffer from the BigBlackDog visits and this place is a great release. Remember your family are looking at your response for queues to theirs. Legoland might and only might have several rides closed tomorrow and likely all external areas a washout, from my distant memory, you really do want to be able to wander around and relax. Does your booking allow you to take a full rain check? Might be best to be creative, step back and make something else from the plastic blocks you have at your disposal. Good luck OP on tomorrow, with the family day out.
Yeah this is a bullshit thing about air bnb, and I can't stand it when people lie about stuff like this. I can sympathise entirely!
We had a host change a listing months after we'd booked it to say "no under 5s" where previously it had said "child friendly" & that they would provide cots, highchairs etc.
Luckily we had screen shots so we could have a moan etc but it was very very stressful arriving in the early hours with multiple families with young children asleep in their cars and nowhere suitable to transfer them to in the apartment.
Really air bnb should both snapshot the listing at the point in time that you place the booking AND email you if the listing changes after you have booked.
I’ll start by saying I’m not 100% innocent in this case.<br /><br />
If you mean for losing your temper, then give yourself a break because you and your family were clearly the victim of sharp practice here. I hope you get it sorted out via Airbnb.
Then there’s another knock at the door. This time it’s the host and his father.
Something tells me this isn't the first time it's happened if other people are getting involved. The father's either exasperated or implicit. Definitely the latter, with a son like that.
Frozen sausages in the lawn. Poo down the chimney.
Then see if the ****s mention that in the listing.
The more I hear about AirBnB the less inclined I am to ever use them. Seems like a system wide open to abuse.
I hope you took a shit in the sink before you left.
if you have a screenshot that clearly confirms a fourth bed, and then a photo of the sofa (ideally with a pillow and duvet on it as the ‘solution’) then I’d be tempted to ‘in parallel with’ the airbnb complaints process go direct to the press - they love this stuff - ie go nuclear from the off….(not quite as nuclear as drac’s suggestion)
edit: and also make clear you got turfed out in the middle of the night by two surly blokes for having the temerity to complain, and that airbnb backed them not you
And this is why I use hotels and not other people's houses.
Get it escalated to Airbnb, my experience is that when you explain the circumstances they will generally come down in your favour. I’d also leave a really shitty review on their listing, though I suspect they can probably triage them and maybe even have it removed.
In all the years I’ve been using Airbnb I’ve never had an issue as bad as this so I honestly believe hosts like this are the exception. I’d have still given him a round of ****s though for turning up with his father as backup.
btw I don’t blame you at all for your reaction - having two blokes turn up at your door is threatening and it is 100% understandable that you felt the need to defend your family and reacted angrily - it is classic fight or flight under threatening conditions and you chose to fight - good on you.
That’s not good. How can the guy be a Superhost? You need all 5 star reviews and no cancellations. Air BnB will give you a full refund but it does not help with all the hassle you’ve had.
You won’t be able to review the host as they’ve cancelled the booking. Can’t imagine he’s going to last long on air BnB.
Never used Air B&B, and unlikely to TBH. I assume you can leave a bad feedback stating the property is only suitable for three.
The sad thing is that Air BnB can be amazing. I've stayed in some great places, a converted church in Kincraig probably being the highlight. Things like this certainly make me wonder though
Get it escalated to Airbnb, my experience is that when you explain the circumstances they will generally come down in your favour.
AirBnB may well come down in the OP's favour, but it will all be too late. The trip away his family was looking forward to has been ruined by some chancer thinking he's the boss of Hilton hotels.
I know it's no help but this is why I've given up on Airbnb, aside from anything else I've had hosts cancel my booking then bump the price up significantly and most recently told me to cancel the booking and been adamant that it was up to me and I wouldn't get refunded otherwise (utter twaddle)
It's the price you pay when you stay in what should be a local person's home in an area where housing is in short supply that's managed by someone who is probably an insurance broker rather than a hotel run by professionals. AirBnB is the scourge of the UK's cities, with the exception of people renting our their own flat while they're away.
it’s like eBay - brilliant in the early days when everyone played with a straight bat cos it was new. Now full of chancers/scammers.The more I hear about AirBnB the less inclined I am to ever use them. Seems like a system wide open to abuse.
it’s like eBay – brilliant in the early days when everyone played with a straight bat cos it was new. Now full of chancers/scammers.
This sums it up perfectly and like ebay now, you have to be super careful to go through all the feedback before parting with your money and even then there's no guarantees.
Hope you get your money back OP and hope you have a good time at Legoland today despite the weather.
What would the legal position be for actually removing you from an apartment?
Are they going to call the police because you complained about their shitty service?
They broke the terms of the rental contract, you complained but seeing as you had few options at the time I think they are on very dodgy legal grounds expecting you to leave right away.
I don't know what the mechanism is to do so, but I would be investigating making an official complaint about the landlord and airbnb about their sharp practices.
The thing that troubles me is this immediate "boot out" of the premises, presumably after some form of payment.
What power do they have to "force" you out, with no notice, following a civil dispute? Can't see the Police being very interested.
Seems a rather unfair term, and as it flows from a breech of contract - You were to be supplied by X, and only Y was delivered, I'd be issuing a claim at Moneyclaims, going to court not only for a full refund, but any additional costs, and something for the buggeration factor.
Still, it's Slough. Given most of my car claims involve lying and exaggeration from that postcode, I can Imagine the sort of people you've been dealing with.
yep - its nowhere near as useful anymore. All the good stuff gets booked months in advance as the site has gone so mainstream and all that left are a bunch of over-extended landlords desperately trying to rent out a pokey flat. Just because you take a load of filtered photos of a bottle of wine and some cushions doesn't make a dull semi in some boring estate worth £200 a night mate!
There was a similar story on one of the "newspaper problem pages" recently...
https://www.theguardian.com/money/2023/nov/01/my-airbnb-host-threw-me-out-on-the-street-at-midnight
We rented one on a tour once; 'two double bedrooms'. One was normal and as expected. The other had two single beds in it that fully filled the room. You had to close the door to get on the first bed and climb over it to get onto the second.
They're usually OK considering it's 3 bloke's dragging filthy bikes in and out and a handy alternative to a hedge or a bush but luxury they ain't.
There was a similar story on one of the “newspaper problem pages” recently…
A very similar thing happened to my wife a few years back, came back to her AirBnB to find another guest and her stuff all packed up. Turned the other guest was a mate of the host, and they had decided that she would be staying there that night, and not my wife, who then had to find a hotel to stay in at 10pm...She got her money back, which I guess is all fine, but not much help at the time.
The sad thing is that Air BnB can be amazing.
So can hotels; and they manned (mostly) by professionals who actually take the thing seriously, and don't (mostly) treat you as an inconvenience.
The solution from BTL on @crazy-legs link was to leave a one star factual review and don't remove or change it under pressure.
A very similar thing happened to my wife a few years back, came back to her AirBnB to find another guest and her stuff all packed up. Turned the other guest was a mate of the host, and they had decided that she would be staying there that night, and not my wife, who then had to find a hotel to stay in at 10pm…
I can beat that - on our wedding night, we dropped our bags off in the honeymoon suite at the hotel (and pre-paid on our credit card) and reminded them that, as we were having our reception elsewhere, we wouldn't be back until very late. We got back and they said 'sorry, we thought you weren't coming so we gave the room to someone else' (this actually meant they went into the room to take our bags out). My wife was stood in the middle of the reception area (still in her wedding gown) at 1am shouting 'I'm the bloody bride, can't you see!" All very funny now we look back on it.
Get it escalated - we turned up last summer in Spain to a filthy (like mouldy milk, unwashed kitchen or bathroom, dog hairs and black marks on sofa etc) house and so decided not to stay. AirBnB contacted us within 24 hours and agreed a full refund from our photo's. I have some hilarious feedback from the host about going back to Scotland where they have carpets in the toilets...
We had an issue a fortnight ago with dirty and unmaintained apartment in Aberdeen, booked on booking.com. So far Booking.com have not replied to our complaints and the host is merely saying 'I am only the agent, I can do nothing'.
FWIW, I think the quality of accommodation at the lower end is dropping. A few years ago lower half of cost = maybe simple, smaller or older, but still clean and comfortable. It now seems over the last 4 years we have seen it become 'clean if you are lucky and not so bothered about quality as there is a shortage of accommodation and they will fill up anyway...
Booking dot com and a bit of detective work is great for finding "secret hotel" deals. I'd never book directly with them though.
AirBnB has never been less than exceptional for me, though the last time I used them was... six years ago maybe?
nickc
A very similar thing happened to my wife a few years back, came back to her AirBnB to find another guest and her stuff all packed up. Turned the other guest was a mate of the host, and they had decided that she would be staying there that night, and not my wife, who then had to find a hotel to stay in at 10pm…She got her money back, which I guess is all fine, but not much help at the time.
So aside from kicking her out mid-stay they actually went through your wife's stuff? I'd be absolutely raging if somebody did that to me!
So can hotels; and they manned (mostly) by professionals who actually take the thing seriously, and don’t (mostly) treat you as an inconvenience.
Indeed, but the whole point of AirBnB is that it isn't just some hotel. e.g. the church I mentioned earlier; whole massive house, completely private, 8 people, great bedrooms, great every room for that matter including play room with kids hidey-hole, STW-approved wood burner, STW-approve Aga, 5-a-side sized football pitch in the garden, straight out of the garden into a massive forest and it wasn't even expensive. Not many hotels offering that.
OTOH, just need a place to crash for a night or two? I'm with you on the hotel then
I'm sure there are plenty of fabulous and unique rentals on AirBnB, but everytime I've looked, I've seen mostly pretty ordinary stuff at hotel prices (and above) which I apparently have to clean before I leave.
I've had completley 50/50 experience with AirBnB.
Some of the places I've stayed have been complete gems and gone above and beyond, some have been fine and other has been disasters and ruined trips/holidays.
The worst I find is booking out of season, mid-week in the colder months. Every property has been freezing to the point of unbearable. They are also dusty/dirty/mouldy/damp as I assume they get less bookings and are just left after the post-visit clean for a while without much/any heat.
I still use them as I hate hotels. Far too many people making noise and expensive for a room without facilities. That said, I'm very wary now as I have a young family and don't want them to put up with these poor conditions. You can't win 😀
notwithstanding the host(s) were dicks & the situation should've have happened in the first place but yeah, from the host POV they're probably immediately thinking, oh great this guy who's swearing at me is obviously now going to wreck the place and/or shit on the carpets so we need him out ASAP.Couldn’t possibly be the reason you were thrown out?
Indeed, but the whole point of AirBnB is that it isn’t just some hotel. e.g. the church I mentioned earlier; whole massive house, completely private, 8 people, great bedrooms, great every room for that matter including play room with kids hidey-hole, STW-approved wood burner, STW-approve Aga, 5-a-side sized football pitch in the garden, straight out of the garden into a massive forest and it wasn’t even expensive. Not many hotels offering that
+close to cafe/gallery/former post office? :p
Wow - the op's experience sounds terrible. Terrible hosts and a really poor service from Airbnb.
This won't help anything, but I'd guess that the host knew that they were in the wrong and contacted Airbnb support before the OP did. The Host has probably reported an abusive guest, which is pretty much the only thing that would cause them to ask the guest to leave (not sure if the host will still be paid but I'd expect so).
I've been running an Airbnb for around 3 years now and the only issues we have had have all been with private (non Airbnb) bookings. Too the point where we only take bookings through Airbnb now....even for mates of mates etc.
You learn something new every day. Interesting post mashr I live almost next door to the air BnB you are talking about. I didn’t know it used to be a church. Very interesting in a good way.
Gave up on it long ago after some knobber of a land lord complained that myself and my partner had the audacity to use both the bedrooms during our stay (I fell ill so moved into the second room), in a chalet we had paid to use in its entirety
I’d rather pay slightly more and stay in a proper hotel than give my money to the chancers on air bnb.
I’d also leave a really shitty review on their listing, though I suspect they can probably triage them and maybe even have it removed.
Indeed - I have done.
Still no reply from booking.com about it all..
It is a tricky one though - yes, there can be bad experiences on there, but we have used AirBnB several times, both in the UK and overseas, and we've always had positive experiences and there are often much nicer places to be found on there compared to the usual places.
Can I ask what your customer rights are around using a booking site such as AirBnB or Booking .com?
If you buy a bike your contract is with the shop - not the manufacturer. You go via the shop.
Is this similar with booking via a site?
aberdeenlune
Free Member
You learn something new every day. Interesting post mashr I live almost next door to the air BnB you are talking about. I didn’t know it used to be a church. Very interesting in a good way.
It's a cracking building, can't imagine the work that went in to convert it. Funny location for a church though, and you dont get a good view from the road iirc, so I could see why you wouldn't have realised. If I remember correctly the family moved aboard, but only on a semi-permanent basis so wanted to keep hold of the house - would absolutely do the same if it was mine. I'm still trying to find an excuse to go back
Sorry to hear about your experience OP.
We've had a couple of similar but less extreme experiences witht AirBnB and it's a real challenge not to let it ruin your holiday.
I really hope you can manage to enjoy the rest of your time.
The Host has probably reported an abusive guest, which is pretty much the only thing that would cause them to ask the guest to leave (not sure if the host will still be paid but I’d expect so).
this is the problem with 'losing your shit', you also lose the moral high ground...
this is the problem with ‘losing your shit’, you also lose the moral high ground…
Whilst that's true it doesn't waive your other legal rights.
Ill bet these cheapskates have not registered the property properly and jumped thru all the right hoops. All the safety certificates etc. I'd report them to the local authority as non compliant
Whilst not difficult to do its time consuming to get all the correct certification. fire safety, legionella assessment, gas safety, electrical safety etc etc
Whilst not difficult to do its time consuming to get all the correct certification. fire safety, legionella assessment, gas safety, electrical safety etc etc
Hmmmm, I think I might do that with our Aberdeen house as it had bare electrical contacts in the ceilings and one cupboard.....
To get the certificates for my rental I had to remove the paper globe lightshades, put in a linked fire alarm system, have a full test and inspection of the electrical system, same for the gas. I had to change some spotlights. legionella risk assessment etc etc. My inspector was picky as anything but that reassures me he did a good job. cost me a few hundred quid
this is the problem with ‘losing your shit’, you also lose the moral high ground…
"losing you shit" while reacting to being treated like shit only loses you the moral high ground in the strange middle class STW passive aggressive fantasy world where every interaction is seen as a game to be won by unwritten rules of decorum.
Some of us actually have real emotions, not the pretend emotions rolled out for public display in RIP threads, and that does not make us in any way immoral or less deserving than the cold snobs.
MSP
Full Member
this is the problem with ‘losing your shit’, you also lose the moral high ground…“losing you shit” while reacting to being treated like shit only loses you the moral high ground in the strange middle class STW passive aggressive fantasy world where every interaction is seen as a game to be won by unwritten rules of decorum.
you misunderstood me. I'll happily **** over someone like the AirBnB host in the OP's post. but I'll do it calmly with a smile on my face.
By and large chancers IMHO. Never ever, been tempted to Airbnb. This just reinforces that opinion. Great idea in the beginning, but too many greedy unscrupulous gits jumped on the bandwagon and ruined the whole concept for the genuine few.
Its why this industry needs properly regulating.
Some renters are genuine, good people. Some are not...and some will try to price gouge when they find an event is on (like innome of the posts) and.cancel then try to treble the fee.
The Scottish Gov has started to get a grip on this to an extent (though with some unfortunate impact on the genuine good hosts - eg tje place weve stopped in the past ew year in tje highlands is not available next year, and the host said the effort to get a licence and the reqmts etc is too much for them to sort.
Only positive is that Booking.com is 100x worse than airbnb
you misunderstood me. I’ll happily **** over someone like the AirBnB host in the OP’s post. but I’ll do it calmly with a smile on my face.
swearing at someone isn’t losing your shit. This truly is the most magical middle class place on the internet. I swear at people I like!
Its no problem to get a a license in Scotland if you have a good suitable property in good repair. I have looked into it.
this is the problem with ‘losing your shit’, you also lose the moral high ground…
Sometimes ****s need to be told they're ****s in an unequivocally direct way without ambiguity. The 'moral high ground' is just some subjective crap that’ll means very little and usually cast in some sly judgement of others.
😂😂 Exactly! My "feedback" to estate agents has progressed from "Sorry, not for us" to "They're having a ****ing laugh".
I didn’t realise not losing your temper could be so triggering…
I'm assuming they didn't have a sign up saying abuse won't be tolerated...
I didn’t realise not losing your temper could be so triggering
Alright Shrek, calm yer green man-tits it's all jokes.
Also check you out thinking your synaptic diarrhoea has 'triggered' anyone. 😂
Sorry we're not all blessed with your deportment, we can't all be a Happy Shopper branded version of Laszlo Cravensworth like you.
I didn’t realise not losing your temper could be so triggering…
Not so much that as you just being a sanctimonious prick about it. I'm sure the OP was more than aware that his temper never helped the situation without you making a point of it.
Just the usual for here though, wade in with a load of smug shite then act the victim when people react to it as you knew they would.
In such a situation, I'd expect Airbnb to not just refund me, but to cover the difference in accommodation costs - after all, it's not your fault you've been forced to book elsewhere at the very last minute.
Quick update and thanks for the words of support.
We managed to book a Travelodge in Maidenhead for a reasonable rate. Legoland wasn’t a washout, was quite quiet, no queues, we managed to do everything we planned, and didn’t get soaked.
We’re on a slow train to Paddington heading for the Royal Observatory in Greenwich.
AirBnB have contacted The Wife, they are investigating, but reading between the lines, combined with what the host was shouting at me, it looks like he reported us for refusing to leave.
I think the father is the host, his son was a dogsbody.
I’ve now reach a level of zen about it really. It’s happened, we are dealing with it as best we can, I’ll get my money back either through AirBnB of through chargeback on my credit card.
Lesson learned is never use AirBnB. There’s too many shysters spoiling it for the good hosts and it’s no better value than a hotel or B&B.
Glad the Lego land bit of the trip was good 😀
Good luck with the refund
Agree totally on the eBay comparison - the interesting stuff is far outweighed by generic flats operated by multiproperty sharkes or unaccountable agencies.
Lesson learned is never use AirBnB. There’s too many shysters spoiling it for the good hosts and it’s no better value than a hotel or B&B.
I think you could generalise this too much and miss out accordingly - but I can see after your recent experience how you could feel like that. Over the years I've stayed in some epic places through airbnb - the sort of experiences that stay with you for ever (in a good way) that you'd never get in a vanilla travel lodge style of place. This place we stayed in Tenerife for example, converted from old stock buildings literally overhanging a cliff off a coastal foot path. How could a random clean n' tidy hotel in a built up area compete with that, not for me anyway - https://www.airbnb.co.uk/rooms/1644542?check_in=2023-11-24&check_out=2023-11-29&guests=1&adults=1&s=67&unique_share_id=740eed78-31fb-4d7c-96b2-4c063d1b428e
Interesting difference with Airbnb guests to traditional holiday cottage guests though I think. We run a holiday let with bookings through Sykes and our friends have one up the lane they book out through Airbnb. Ours is 3 beds, 3 bath and big spaces. Theirs is one bed and a mezzanine and a pretty small living space. They get not dissimilar money for theirs and excellent feedback but.....not enough comfortable sitting space for 4, no microwave, no telly, they don't iron the sheets, they only make up as many beds as guests even though the cost does not change, no hairdryers, no washing machine no welcome pack. Sykes guests (mostly older or families) would do their nut in for that kind of treatment but airbnb guests seem to put up with it. Maybe we are the mugs - but Sykes guests are safe, have boring tidy holidays, seem to like cleaning up after themselves and are easy to manage.
There is perhaps something about the market and both users and hosts differing between Sykes and AirBnB....
I have similar with Booking.com now - they have finally responded, seen my complaint, asked for photo's of the issues, and understood some less than truthful information in the listing. The owner has been emailed and has 5 days to respond apparently...
On a related note, we're never using Vrbo again, after our booking was cancelled pretty much as we arrived at the property, and they shrugged off all responsibility.
With all these anecdotes around when things go wrong, other than a shiny website to book on I am left wondering what the big websites bring to the process of booking and using accomodation?
I am booking next springs Hebredean trip and have gone back to emailing places and using their own sites to book on, cutting out AirBnB and Booking .com etc.
Lesson learned is never use AirBnB. There’s too many shysters spoiling it for the good hosts and it’s no better value than a hotel or B&B.
Airbnb is a great resource for small and unusual accommodation - but it's not a hotel replacement, it just offers something different and shouldn't be compared to hotels. If your staying somewhere for one night, generally I'd say book a hotel.
I always find it frustrating when guests mark us down for value as our property is the cheapest in the area (generally cheaper than a premier Inn or travel lodge too), and you can't book anything similar for around 100miles in the same price bracket. Talking to other hosts about 90% of us think the value rating should be removed.
yep. I use booking.com to find properties, normally cheaper to then book direct & usually the properties prefer it especially smaller businesses!I am booking next springs Hebredean trip and have gone back to emailing places and using their own sites to book on, cutting out AirBnB and Booking .com etc.
Rescued it OP, bravo. Very glad the family day out worked out well.
I've never had a problem with Airbnb. Always been clean and tidy, no issues. Not always quite what I was expecting (especially abroad) but never a real problem.
Stayed at a couple of hotels that were very poor - vomit on carpet, public hair in bed, staff drunk, etc.