Hi
We booked three nights in an Airbnb apartment in France, and the main part of the listing said that the sheets and towels are included in the £80 cleaning fee which we have paid.
A few days ago we checked regarding the sheets and towels and the owner said that they are included.
Yesterday however the owner wrote back and in the same thread the concierge has told him not to give customers the wrong answer. It seems that we now need to pay an extra approximately £61 in linen fees.
We screenshotted the advert (which I have attached a part of) where it clearly says that the linen is included in the cleaning fee.
The owner wrote back not acknowledging this at all but saying that the site does say that the sheets need to be paid for.
We looked further and under another section called 17 amenities it is true that “essentials” is crossed out (I have also attached this).
We should have noticed this discrepancy and queried it earlier - however, the owner’s response when we again pointed out the first screenshot was to say that other people had paid this fee and that if we didn’t want to we could do without sheets and towels.
So two things here - the fact that part of their advert is wrong - and that the owner initially confirmed that sheets and towels were included. Actually three things - his rudeness and lack of any kind of acknowledgment of the mistake in his advert.
We have gone to Airbnb customer support and they are going to find an “amicable solution” between us and the vendor.
We have until 24 hours before we arrive at the properly to pay for the linen otherwise we won’t get it - so that means this issue has to be resolved by early this afternoon. So I am guessing we will have to pay the extra £61 added to what is already an expensive stay as we can no longer cancel and get a refund.
Just wondering if anyone else has come across this kind of thing and how you handled it.