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AIBU?

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Original poster

Air BnB question

59 replies

ginislife · 17/05/2025 08:54

not sure if I’m being U or not so asking here before I go to them. Booked an Air BnB in London for Tuesday/Wednesday night this week as we were at an exhibition at the Excel. The apartment we booked looked beautiful - floor to ceiling windows with a view of the river, 2 bedrooms/2 bathrooms and walking distance to Excel. When we got to London and were looking up the directions I’d been sent a message to say there was no hot water where we’d booked (boiler issue that couldn’t be quickly fixed) so we’d been booked into one of their other properties. It was ground floor, no view, 1 bathroom - and as it turned out no hot water on the first morning as it hadn’t been turned on (involved switching off the main fuse board and back on again as it turned out, which wasn’t obvious as the fuseboard was hidden) and it was 5.5 miles from Excel. Oh and the TV didn’t work very well - we had to spend ages tuning it in.

Would you suck it up or ask for a partial refund ? Or give a 3 or 4 star review rather than 5 ? At the end of the day they didn’t leave us bedless but we were so disappointed we didn’t get our fancy apartment close to where we were going and it was a bit of a trek.

first world problem I know.

OP posts:
Yourcatisnotsorry · 17/05/2025 20:06

This happened to us in the states. No water so got moved about 20km away but the house we were moved to was beautiful and 3 bed rather than the 2 I’d booked so we were fine with the swop. In your case it’s substantially worse so I’d want a partial refund of at least the ‘normal’ difference between the two apartments.

WaltzingWaters · 17/05/2025 19:16

I’d want AT LEAST a 50% refund! More like 75%. Make sure they don’t just give you like 10% back or something ridiculous like that.

Dogsbreath7 · 17/05/2025 18:47

That’s why I stay in hotels. If there is a problem you change rooms.

was this a proper holiday let or a residential flat that should really be available for long term rental?

There are loads of people lining up to slag off landlords but because everyone wants their instagrammable ‘insta life’ nobody judges.

Original poster
ginislife · 17/05/2025 16:15

@ThinWomansBrainno, didn’t have time for that - too busy getting lost on the DLR !! 😂

I’ve now spoken to Air BnB and they’re going to investigate. I’ve asked for a partial refund. It seems mean to ask for a full refund as it was ok, just not what we booked, and not really ready for guests with the no hot water and the tv issue.

OP posts:
ThinWomansBrain · 17/05/2025 14:42

I know the important thing for your was the Excel centre, but five miles away in the depths of Barking or South East London, or five miles away in the centre of London?
Would make a huge difference to the value of where you stayed.

Just seen the Limehouse update - bit shit.
Nice Yurt café though - did you find it?

Frostiesflakes · 17/05/2025 14:38

your problem will be that you stayed in the second flat and didn’t complain at the time
so it’s unlikely they will give you a refund / discount

they will say that by staying and not complaining straight away you accepted the second flat

Poppy123xyz · 17/05/2025 14:20

Ask for full refund and bad review.

Stichintime · 17/05/2025 14:17

Limehouse, not great for time but straightforward journey. Lovely walks by the basin etc. I would definitely go for part refund, cos of the extra travel time and cost.

Original poster
ginislife · 17/05/2025 13:55

Stichintime · 17/05/2025 12:26

5.5 miles away from Excel? Where did the put you?

Limehouse.

OP posts:
smallstitch · 17/05/2025 12:34

Definitely a partial refund. Wouldn’t surprise me if it was a scam and they don’t actually own a river view apartment!

Stichintime · 17/05/2025 12:26

5.5 miles away from Excel? Where did the put you?

Mandylovescandy · 17/05/2025 12:23

lostinthesunshine · 17/05/2025 08:56

I would check other reviews and see if other people have actually stayed in the right apartment.

It sounds to me like it was a “bait and switch” and I suspect the first apartment doesn’t really exist.

Agreed, we had something like this recently but they tried to move us sooner than on the day so thankfully we had time to sort something else. We had a full refund and compensation from Airbnb but it took a lot of persistence. I would start with asking for a partial refund as the apartments weren't equivalent (can you check a typical price for this other apartment on Airbnb to see how much would be the difference plus I would ask for more than that for the inconvenience) and escalate to Airbnb support if they don't refund you directly

ChocolateGanache · 17/05/2025 11:49

I’d be giving them a scathing review!!!

Dutchhouse14 · 17/05/2025 10:10

Definitely would be wanting a substantial refund.
The apartment you got was significantly inferior to the one you booked and the apartment you got wasn't properly prepped, ie no hot water , TV not tuned in.
Contact Airbnb hopefully they will be on your side

ChoppyChoppy · 17/05/2025 10:05

I’d want almost a complete refund. Of course, ‘things happen’ but that should be the hosts problem not the customers.

2024onwardsandup · 17/05/2025 10:03

I would ask for a full refund and i would complaint to Airbnb. Airbnb are hot on this kind of thing

IrritatedEarthling · 17/05/2025 10:01

This happened to me last week. It might be the same host tbh. He gave me a fortnight's notice though, so I looked at tue reviews of the "similar" apartment, and they are terrible. So I contacted airbnb, who were initially helpful, then spoke to the host and came back to me saying it was a "similar" apartment.

All they offered was to cancel and refund, despite my pointing out that I wouldn't be able to find similar accommodation at such a late stage at the same price.

I've just had a look at the booking, and I see it hasn't even been cancelled, with check in due on Monday, so I'm going to have to chase that up!

Original poster
ginislife · 17/05/2025 09:18

There were reviews of the first apartment as I remember reading them before I booked. All positive. I get that shit happens and it’s probably true about the boiler but it was a definite downgrade on what we thought we’d booked - and cost me for 2 days DLR travel for 2 of us that we wouldn’t have had - plus the “stress” of having to even catch the DLR ( we got on the wrong train first morning 😂)

OP posts:
Sw1989 · 17/05/2025 09:14

Should be fairly easy to tell if it's a scam if there's no reviews for the fancy apartment. I think asking for a full refund is pretty unreasonable and unlikely to happen, but definitely ask for a partial refund and bad review as it sounds like basic things were missed by the host. I used to Airbnb host myself and unfortunately issues do happen but none of my guests ever asked for a refund as I always resolved issues quickly and turned up in person if I could. And only ever received one bad review in 5 years from some particularly difficult guests as a result.

AccidentallyWesAnderson · 17/05/2025 09:13

Complete refund. It’s not what you booked or like for like.

Tbrh · 17/05/2025 09:11

Rude they offered it at the same price! They should be the ones offering you a partial refund. Get all your money back!

nomas · 17/05/2025 09:09

I would be looking for more than 50% of a refund. Like 100%. You paid for a particular experience and views of London and didn’t get it.

Original poster
ginislife · 17/05/2025 09:05

Yeah, bait & switch did occur to us (not that I knew it was called that 😂). I’ll message Air BnB then and see what’s said.

OP posts:
Tbrh · 17/05/2025 09:04

ElfAndSafetyBored · 17/05/2025 08:59

I’d want a complete refund (no idea if that is possible).

I would too. You didn't book that room, and wouldn't have chosen it

atoo · 17/05/2025 09:04

That's shit. You definitely should get a refund.