Active discussions

Meet the Other Phone. A phone that grows with your child.

Meet the Other Phone.
A phone that grows with your child.

Buy now

Please or to access all these features

Talk
Chat

Join the discussion and chat with other Mumsnetters about everyday life, relationships and parenting.

Original poster

No WiFi in Airbnb

197 replies

EatingRipeCamembert · 23/08/2024 09:02

How much refund would you request if there was no WiFi in your Airbnb?

We're here for six nights, four of us, phone signal barely works in the area.

Having no WiFi is having a big impact on our holiday, teen & young adult DC are cut off from contacting friends and we can't watch TV or films in the evenings.

We can't do the things we'd usually do in between going out.

I'd never have chosen somewhere without WiFi, the property is listed as having it and the host has been very casual about it not working. I asked for it to be fixed but the host says she can't give me any assurances. I've asked for a partial refund and she's said she'll need to ask her brother, but hasn't got back to me.

I've seen that Airbnb has a facility to request a partial refund, I have to suggest the amount.

We paid around £1700 for 6 nights, what's a reasonable amount to request for a partial refund?

OP posts:
Whinge · 23/08/2024 18:55

I agree with those saying you should ask for at least 50%. It's a huge inconvenience, and the owner's attitude is incredibly frustrating.

Original poster
EatingRipeCamembert · 23/08/2024 18:59

To answer a few questions...

On check in day the host said via message 'the WiFi isn't working, sorry'

We came in and my son looked at the router, the WiFi worked and we all connected to it for one night. I let the host know.

The next morning it wasn't working again. After much fiddling with router and cables, it became obvious that the issue is with the router box itself. When you switch it off and on again, the lights light up briefly but then go off again. We can see the power cable is ok, there are two of them, and both light up when plugged in.

I've no idea what happens if I request a partial refund via Airbnb, it says they'll contact the host if the host doesn't respond within an hour.

OP posts:
Original poster
EatingRipeCamembert · 23/08/2024 19:01

Ps once it wasn't working again, I messaged host, asked v nicely for a partial refund. She said she'd need to ask her brother. That was two days ago and I've heard nothing since, so I'll ask formally via the Airbnb form.

OP posts:

Interested in this thread?

Then you might like threads about this subject:

Holidays
Desrae · 23/08/2024 19:02

When it worked, was it a good connection?

Whinge · 23/08/2024 19:04

On check in day the host said via message 'the WiFi isn't working, sorry'

That was two days ago and I've heard nothing since

The more you post the worse the host sounds. I think you've been really patient to wait 2 days without a reply

toomanydicksonthedancefloor1 · 23/08/2024 19:06

We own a small business so although we don't work much, we do need to do a bit of work, and have access to business banking etc. we also use the internet a lot at home in the same way we would on holiday, for example I still do YouTube fitness classes, we watch Netflix in the evening.
So we would never book accommodation without WiFi like you, so we would be going home and requesting a big refund. And it is massively affecting the wnjoyment of your holiday by the sounds of it. But to be honest these are the sort of reasons I won't book AirBnBs. We had an issue with one last year where my husband had to have an operation and we needed to cancel 6 weeks before and the owner wouldn't respond. AirBnB themselves couldn't help and we lost a lot of money (we claimed on our insurance but the excess for 4 of us was £600 in total). AirBnB is completely unregulated as far as I can see and owners can do what they want. I think if you paid £1700 that is a lot of money and you should expect what you've paid for, I would ask for 50% but wouldn't expect to get it!

Oblomov24 · 23/08/2024 19:07

Message her again. Tell her you never would've booked if you'd known it would have no WiFi.

toomanydicksonthedancefloor1 · 23/08/2024 19:08

It's a fairly drastic option BUT if you can get them to agree to £300 refund you could go to Curry's and buy a StarLink? We've just arrived in Wales at a caravan siteand can't get any phone signal or 4G so that's what we have done.
I'm tempted to go and visit all my neighbours and try and sell them WiFi access to get some of the money back ha ha .

Zonder · 23/08/2024 19:09

Oblomov24 · 23/08/2024 19:07

Message her again. Tell her you never would've booked if you'd known it would have no WiFi.

This. Don't let her "forget".

SheilaFentiman · 23/08/2024 19:10

“We had an issue with one last year where my husband had to have an operation and we needed to cancel 6 weeks before and the owner wouldn't respond. AirBnB themselves couldn't help and we lost a lot of money (we claimed on our insurance but the excess for 4 of us was £600 in total). AirBnB is completely unregulated as far as I can see and owners can do what they want.”

I am sorry about your husband, and the owner should have responded to you, but Airbnb allows hosts to choose from a set of cancellations policies - some go for maximum 50% refund, some allow cancellation without charge until a few days beforehand, some don’t allow cancellation at all.

You are right in saying it isn’t regulated - it isn’t. Who would regulate it?

Desrae · 23/08/2024 19:11

toomanydicksonthedancefloor1 · 23/08/2024 19:08

It's a fairly drastic option BUT if you can get them to agree to £300 refund you could go to Curry's and buy a StarLink? We've just arrived in Wales at a caravan siteand can't get any phone signal or 4G so that's what we have done.
I'm tempted to go and visit all my neighbours and try and sell them WiFi access to get some of the money back ha ha .

whats the monthly ongoing cost for one of those?

AinmEile · 23/08/2024 19:12

Chrsytalchondalier · 23/08/2024 09:16

I know it's a novel concept, but how about you just don't use it while you're on holiday. It will probably do you all good. It's a bit sad that we can't live without it

That's your choice, I wouldn't book anywhere without it and would be mega pissed off if it didn't work.

Shiningout · 23/08/2024 19:13

Chrsytalchondalier · 23/08/2024 09:16

I know it's a novel concept, but how about you just don't use it while you're on holiday. It will probably do you all good. It's a bit sad that we can't live without it

I know it's a difficult concept, but why can't you expect to get what was advertised and what you paid for? You're literally sat on the Internet now on mumsnet so yeah you must be a bit sad too 🤷😵‍💫

Summertimer · 23/08/2024 19:18

That’s bad, I’d have to leave and ask for a full refund.

Apart from the obvious need for wifi in relation to devices, if there was no phone signal and presumably no landline its basically off grid if you have elderly parents and need to be contacted

rainbowstardrops · 23/08/2024 19:21

I'd get on to the AirB&B woman again. It's not on to advertise the place as having WiFi when it clearly doesn't work. Make a nuisance of yourself to make her/her brother act.

toomanydicksonthedancefloor1 · 23/08/2024 19:21

@Desrae it's £85 a month to use it anywhere I believe. However you can cancel anytime so we will switch it off after our holiday and probably not use it till next Easter. I know it seems extreme but it is worth it to us.

Jeannie88 · 23/08/2024 19:24

Always handy to take a dongle but WiFi is usually available. Xx

VarietyIsTheSpice · 23/08/2024 19:25

I don't think it's reasonable to expect a 50% refund amounting to hundreds of pounds for the internet being down. Maybe 10%?

Asking this question on an internet forum is probably biasing the answers a bit, like asking a toaster enthusiast club what refund you should request for a broken toaster!

Solymoly · 23/08/2024 19:25

toomanydicksonthedancefloor1 · 23/08/2024 19:21

@Desrae it's £85 a month to use it anywhere I believe. However you can cancel anytime so we will switch it off after our holiday and probably not use it till next Easter. I know it seems extreme but it is worth it to us.

We have a touring caravan and it sounds quite useful for touring in remote places, I will remember this if we ever need it.

Desrae · 23/08/2024 19:28

toomanydicksonthedancefloor1 · 23/08/2024 19:21

@Desrae it's £85 a month to use it anywhere I believe. However you can cancel anytime so we will switch it off after our holiday and probably not use it till next Easter. I know it seems extreme but it is worth it to us.

How the other half live! Ive heard good things about the Starlink but that monthly cost is off the chang.

OnGoldenPond · 23/08/2024 19:30

HunterHearstHelmsley · 23/08/2024 09:12

I probably wouldn't pick somewhere without WiFi either so that must be really frustrating. However, it's not something I think would warrant a big refund. I've just had a very cursory look (and I don't know what networks work in the area), you can get a Vodafone dongle with unlimited WiFi for 30 days for £62. Personally, I'd ask if she would pay for that and an extra £10 for the inconvenience of having to sort it.

Unfortunately a dongle isn't much use if there is no phone signal.

ItsZa · 23/08/2024 19:41

Did you check if there was an area wide issue with the WiFi.

I'd ask for 50% too but I'd double check the wording on the contract. A lot of places are wishy washy with WiFi promises

taxguru · 23/08/2024 19:42

If that happened to us, I'd be looking for 50% refund. Not just for the inconvenience of not being able to watch Netflix etc in the evenings, but because I run a business and need to be "working" a few hours per day on holiday, so I'd have to go and find an internet cafe or hang out in a coffee shop or McDonald's or whatever was around which would really annoy me and my family as I'd usually "work" within the holiday home at various opportune moments during the day, even if only doing a few emails whilst sat on the loo!

Wifi is pretty much an essential these days, just like water and power. Fair enough if it's not advertised as having wifi as people should check before booking, but if it's advertised with wife then the owner/host should be ensuring it's reliable and fast enough.

taxguru · 23/08/2024 19:45

VarietyIsTheSpice · 23/08/2024 19:25

I don't think it's reasonable to expect a 50% refund amounting to hundreds of pounds for the internet being down. Maybe 10%?

Asking this question on an internet forum is probably biasing the answers a bit, like asking a toaster enthusiast club what refund you should request for a broken toaster!

Why not? I regard it as essential as electricity and water. These days it's a basic utility. You'd expect at least 50% refund if there was no water or power. Or if the shower didn't work, or the cooker didn't work, etc.

With so much having to be booked online, i.e. attractions etc where advance booking is essential, and with things like checking public transport timetables, booking train tickets in advance, etc., working internet really is just like any other essential utility these days. It's not just for watching Netflix or your socials anymore.

carbon60 · 23/08/2024 19:50

Managed to get on mumsnet ok tho?