Airbnb is a renowned platform that connects homeowners with travelers seeking accommodation in their desired destinations. Although the company boasts of delivering exceptional customer service, some are skeptical about its ability to honor its policies.
This argument was recently highlighted by an incident where a woman who was left without a place to stay due to a last-minute cancelation received a “tent” with “pee” on its side from Airbnb
“Has Airbnb lost their mind?”
TikToker named Janine (@thehonest_momma) recently shared a negative experience with the online market Airbnb, posing the question to her viewers: “Am I dumb or has Airbnb just completely gone off the rails?”
According to Janine, she had booked an Airbnb a month back and things had been going smoothly since then. She contacted the host to confirm the availability of the unit and booked it with ease, without any issues with the deposit.
Requesting an Airbnb Check-In Before Schedule
About one week before her planned check-in date, Janine reached out to the host to inform her about her early arrival and request an early check-in.
“Yeah, no problem, everything’s good,” the host told Janine.
Cancellation Notification Just Before Departure
Janine received a text message informing her that her reservation had been canceled, just as she was preparing to depart and fly out in a couple of days.
"Now I have nowhere to stay," she expresses her frustration.
AirCover Might Save the Situation
Upon receiving the message, Janine remembered that her booking had an AirCover that could come to her rescue.
“So I was like, you know what? Let’s not stress over this, let’s just call Airbnb, they’ll get this all settled for me,” she explained in the video.
Airbnb AirCover Should Protect You as a Guest
For those who are unfamiliar, "aircover" is an Airbnb policy that assures guests that in the rare event that a host cancels their reservation (although Janine found it to be not so rare), the company will provide the customer with a "similar or better" booking.
Airbnb Offers $100 for the Canceled Reservation
Janine reached out to Airbnb based on their promise of the AirCover policy, explaining her situation about the last-minute cancellation by her host just days before her trip.
However, the response she received from the company was less than satisfying: “Yeah, okay, here’s a $100.”
Janine exclaimed, "Pardon? What is $100 going to do for me right now?"
She points out that every Airbnb booking in the city she was traveling to costs at least $1,000 more than what she had originally paid, and therefore $100 wouldn’t solve her problem.
Janine's Frustration with Airbnb's Policy
Even though Airbnb refunded Janine's money, it was not a satisfactory solution since the refund could take up to 15 business days to arrive.
This means that her trip would be over before she received the money back. Janine found this situation "crazy" to think about.
From $100 to $432 as Compensation
When Airbnb offered Janine $100 as compensation, she immediately declined, stating that it would not solve her problem.
Even when the company raised the offer to $289 and then $432, Janine still refused to take it.
Still Not Enough
Janine remained firm in her decision to decline Airbnb's offers of compensation, even if they raised the amount to $432.
She points out that she would still be out $600 from her own pocket to find another option, even if she accepted the offer.
AirCover Expectations vs Reality
“This means AirCover isn’t covering sh..t at all,” Janine concludes. “They didn’t help me look for Airbnb – they literally are just giving me a coupon code.”
The Gap between Compensation and Rental Prices
She goes on to express her frustration with Airbnb, pointing out that the company isn't even trying to bridge the financial gap between the refunded money (which is still somewhere unknown) and the $400 “coupon” they gave her, which is insignificant compared to the $2,500 Airbnb rentals are currently going for.
With a tone of exasperation, Janine concludes her video by asking the question: “So, am I the crazy one, or is Airbnb just completely going against everything in their policy?”
Janine's Continued Frustration with Airbnb's Compensation
In a follow-up video, Janine revealed that Airbnb offered her a “literal tent” as compensation for the booking cancellation.
But again, she declined the offer to stay in this “tent,” which “looks like it might have some pee on the side of it.”
Janine expresses her frustration by saying, “And while I thought the tent was bad, look what they sent me after that.”
She then displays pictures of the place she was going to originally stay in but her booking got canceled. “I wish I was making this up,” she adds.
Airbnb Offers the Same Property to Rebook
Janine's frustration reaches its peak when Airbnb offers her the same property that was already canceled before.
She further explains that there are 20 active listings for this property on Airbnb that got canceled for her originally, and the company had the “audacity” to send it to her as another option.
Is This a Joke?
At this point, Janine was left in disbelief at how "incompetent" Airbnb was.
Struggling to make sense of the situation, she says, “I want to think this is a joke, but I really don’t know what to say.”
Airbnb Keeps Ignoring Janine
Even though Janine has informed Airbnb repeatedly via messages that the place she wants is unavailable, they continue to “ignore” her messages and even suggest the same property for rebooking.
“It’s not an option,” Janine asserts. “Had I booked this, I would have been out even more money.”
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Sylvia Silverstone is a passionate writer who loves to share her knowledge and expertise on a wide range of topics, including beauty, life hacks, entertainment, health, news, and money. With a keen eye for detail and a talent for storytelling, Sylvia's engaging writing style keeps readers coming back for more.