No WiFi in Airbnb

[EatingRipeCamembert]

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?

Sorry posted before I meant.

I meant to say you wouldn't have booked the air b and b if you knew you might have problems with the WiFi.

Thanks for all the support and opinions. I love MN for varied opinions, it's so useful.

I tried the esim but the signal is no better, but it's fine, we've got used to it now and are leaving soon anyway. The holiday has still been great.

When I leave I'll phone Airbnb support to ask what the usual done thing is when a property's WiFi is down. Presumably they will have dealt with this before. In hindsight I wish I'd done this first instead of suggesting my own amount! It's a bit odd that Airbnb asks the guest to do that, it'd be less pressurising for the guest if they had some text eg 'we usually suggest a refund of x% if WiFi is down'

I'd also ask AirBnB if they have a standard amount when an advertised component in the property is not operational?
The way I'd look at is you had the choice of this venue against lots of others and you selected this one because of what was being advertised as being included in the cost of the stay. You should definitely be due some refund but not sure how much you'll get but I wouldn't let it go.

Have you double checked the small print about the wifi?

@EatingRipeCamembert yes I would raise it immediately after your stay. I think the host's response is really rude and he has not tried to resolve your issue. Are all your messages with them on the platform? My guess is they're trying to fob you off. But speak to Air b&b when get back and highlight that you raised the issue with the host repeatedly and they didn't attempt to resolve it and it caused you a lot of inconvenience. They should be able to see all the messages on the platform including the host admitting it was an issue. They'll decide what action to take. I'd leave a negative review though just stating the WiFi didn't work and the host wasn't helpful in trying to resolve it. They prob deserve 3* for that if everything else was fine. While things go wrong I suspect they knew the WiFi didn't work so shouldn't list it.

Thanks @Bunny44

One of the hosts later came back and suggested I buy an esim and that he'd refund me for that and he also apologised for the inconvenience which was good. But the esim didn't help as the signal is still terrible in the house.

I absolutely would demand the refund. At least the 30%. I'm sure I am a workaholic, but the reality is i cannot holiday without wifi. It's simply not an option. My rest and relaxation time includes the need to respond to a minimum of 2 a maximum of 8 emails per day. I couldn't relax, I'd lose money, I'd lose clients and I'd have a dreadful time. I only book Airbnb or any other facility that promises wifi- because despite having endless data, my signal isn't guaranteed. Not all bookings are entirely leisure and even those that are need to meet their advertised standards.

I'm shocked at the replies which suggest it's not a necessity. You should holiday without it? So to could be said of any modern amenity. Fridge freezer. Central heating. Electric. Wifi as far as I am concern is the same in the modern era.

I'd push back op.

Yes that's still not OK. They should have been trying to resolve the issue not you.

I'd have been mortified as a host. I recently refunded 30% because a leak happened due to a storm and I had to get a repair done while the guests were staying.

Are these guys highly rated and do other reviews say anything about WiFi for this property?

There's not going to be any small print about the Wifi. As a host if you offer an amenity such as Wifi then you are bound to provide it or change the listing accordingly. Issues do crop up but it's up to the host to find a resolution; fix it or discount.

We have a spa pool on our listing which I know is a key reason people choose our listing. When it had an issue which meant it would randomly switch itself off I removed it from the listing and reduced my prices accordingly. Anyone who had already booked I reached out to and offered a free canx or a discount.

We also often have storms that can mean the electricity goes off for anything up to a day. It's out of my control but I refund the whole day as it's not the experience they expected!

Any guest can ask for a discount if they find the place lacking either based on the description or amenity listing otherwise it's misleading.

I once had a guy kick off about the lack of Aircon. I told him we don't list that as an amenity. He said that was rubbish as he never books anywhere without it. I panicked and checked my listing but it clearly had aircon crossed out and his confirmation showed that. I dropped off a Dyson fan from my own home and He was hopping mad and I feared a bad review but he clearly realised his error as he gave me a lovely review!

If you can substitute Wifi with 4G (and create bluetooth hotspot) then the cost of the data (if any) would be the reasonable amount to request as a refund.

In case anyone is interested I messaged the host yesterday with a nice, friendly, long email explaining all the reasons we needed to use WiFi, explaining that the phone signal wasn't good enough for the eSims to work etc, and asking how much they think was suitable for a refund.

There was a lot of blah di blah that it was hard to make sense of with the translated version of their reply, but it looks like the first paragraph was them trying to shift the blame onto us / not agree that it was their responsibility. But in the second paragraph they offer 100 euros (£84) as a refund.

I now need to decide whether to accept this or push Airbnb for a larger sum. I'm in two minds, kind of can't be bothered to phone Airbnb and create a kerfuffle, but on the other hands the hosts have been rude previously and part of me wants to create inconvenience for them!

I would go for accepting this and write a review warning people not to expect usable WiFi.

i'd have accepted 100EURO if it was a case that you could use data (via e-sim or your UK package) to get a signal. then your being compensated for the hassle and the cost of doing that option,

But actually with no phone signal, its different. and most people WOULD NOT BOOK this place if they knew no wifi, nor no actual phone signal to just use roaming.

So i'd push for a bigger refund.

I agree.

I'd have accepting the 100 Euro if they'd provided the esim right at the start without hassle and it worked "OK" for basic stuff, but not for downloading entertainment.

For the hassle they caused and the fact that even the esim didn't work well for basic stuff either, then I'd be wanting a more appropriate level of compensation.

They know they've screwed up and are just trying it on to get you to accept a small amount.

Given the eSim would not work I would hold out for a larger amount and involve AirBnB.
i had to complain through AirBnB once nd they told the host of the issue was not sorted within 24 hours they would move us to compareable accommodation at the hosts cost.
The issue was resolved within the hour.

I'd hold out too for more compensation because as you posted yourself, you selected this place based on the amenities it was advertised as having and it didn't have a significant amenity after all. You probably would have selected alternative accommodation had you known that the WiFi signal was as bad as it was.

At this stage, that is all I would be saying to the owner and I'd be letting them know that any sort of positive review will depend on how this issue is resolved. If they keep digging their heels in, you'll do the same.

20 years ago having decent broadband would have been considered a luxury that few could afford. Now it tends to come bundled in a deal with what you watch on the tv and the luxury element has become an everyday expectation.

I'd also hold out for more.

If they'd tried to fix the issue while you were there, and had been apologetic that they couldn't, for reasons out of their control, I wouldn't want any compensation, but instead they were rude, unhelpful and dismissive.

I'd get AirBnB involved, telling them that wifi was an essential amenity that influenced your choice of property and it wasn't provided, and then let them decide...

As you weren't able to access mobile data this really impacted your holiday for all of you. We would be similar to you I t think, in fact we may have gone home. So I think hold out for more too.

I'm not sure why you don't log a complaint with Air b&b over a missing amenity. You have the evidence on platform. WiFi is a major one as you even have to list the speed as a host. As PPs have said when abroad you often rely on it for organising your trip and some are working remotely. If the host had been politer about it I'd maybe have accepted £100 but with the rudeness and dismissiveness I'd just go straight to Air b&b personally.

@Bunny44 just phoned them now!

I hate confrontation so haven't felt comfortable escalating to Airbnb, but I forced myself to do it as it did have an impact on the holiday and I don't think the hosts should get away with such sloppy service and conduct.

I think you're right. Their response was worse than the original issue. They clearly had no intention of resolving anything.

I'd say it's easier and less confrontational going to Air b&b instead of to the host directly. Then they mediate for you. You already tried directly with the host and their response wasn't great.