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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

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Original poster

AIBU to think airbnb host should have told me about this?

51 replies

PlumpAndPlain · 29/08/2017 08:24

I am staying in an airbnb for the first time and I'm unsure of the expectations - if I was in a hotel, I would have definitely complained by now!
I booked this apartment rather than others as it had outside space that would have been useful as travelling with young children - I made it clear that this was why I was booking. The outside space is currently overtaken with a scaffold up the building and all sorts of building materials - the work seems to be happening at an upstairs neighbours. We can't let the children out there.
The builders have been starting work at 7am - this is noisy work including drilling, banging scaffolds etc and talking so loudly outside the bedroom it felt like they were in the room with us!
When we opened the bedroom blind, a builder was stood in the yard right outside. This is supposed to be a private space only accessible by us.
To top it off they are working on the scaffold right outside our high bathroom window, which has no covering, so they can see straight in meaning I've not had a shower or been to the toilet yet this morning.
AIBU to think the host should have let us know that some of the facilities (outside space) would be unusable and that there is noisy building work happening? Do any experienced airbnbers have any advice on how to handle this?

OP posts:

JustGettingStarted · 29/08/2017 08:25

I would complain. Presumably there were photos of the garden, so it's not as advertised.

And the bathroom situation is unacceptable.

CasperGutman · 29/08/2017 08:25

YANBU

LostLovesLabours · 29/08/2017 08:26

YANBU. You should complain and be clear in your review.

Schvitzing · 29/08/2017 08:27

Contact the host directly. Immediately. I have always had hosts who are 'on call' so to speak and will reply to messages. It's possible they don't know about it!

MozzchopsThirty · 29/08/2017 08:27

Complain to the host and see if they offer a discount by way of an apology
If not leave an appropriate review

Littlecaf · 29/08/2017 08:29

YANBU. I'd complain to owner. Yes, they should have told you.

CorporeSarnie · 29/08/2017 08:32

Not much airbnb experience but I'd let both the host and airbnb know asap that this isn't what you paid for or expected. At the very least the host should be providing you with a temp window covering to let you use the bathroom. We stayed in an airbnb which was clearly an illegal sublet, had not had the pro clean we'd paid for beforehand and had a moth problem, meaning clothes had to stay in cases and all food in fridge, I don't think we got any money back in the end but the host disappeared from airbnb.

thirtyplusone · 29/08/2017 08:32

You can complain directly to airbnb who may look in to relocating you.
There is also a section where you state that you want a refund and they oversee the resolution of this.

YANBU! the sooner you get in touch to resolve the better. Start looking for nearby alternatives if you can. Good luck and don't let it put you off airbnb in the future. We use it a lot and 9/10 times it's wonderful. A few bad eggs

Aeroflotgirl · 29/08/2017 08:32

Itscnot as advertised or you would not have booked it. Complain!

ChasedByBees · 29/08/2017 08:37

Take photos of the people at the windows and the scaffolding too.

Kr1stina · 29/08/2017 08:46

Take photos of everything. Email them and your complaint to air bnb now. Also send to the host.

I'd take a video clip to show the noise.

Phone* air bnb this morning at 9am and ask to be relocated, if that's what you want. Otherwise ask for a substantial discount. I'd expect at least 50%.

Air bnb will be strict with the owner, they don't like this sort of thing as it betrays trust .

I disagree with those saying that host may not know about it. If the builder are accessing a private garden / yard, then they must have notified the host.

Eryri1981 · 29/08/2017 08:53

Contact AirBnB Asap. When we had accommodation cancelled on us very last minute AirBnB allocated an additional amount above the price of original accommodation to find an alternative, I would hope they would do this in this situation.

Have you looked on AirBnB to see what else is available locally?

ptumbi · 29/08/2017 08:54

I dunno about leaving a 'bad' review - I had a filthy experience with an Airbnb in Durham, but when I went to review, I noticed that the rules are that any review has to be run past the owner before publication, so any bad ones simply don't get printed.

Hence the reviews which say 'common areas not as clean as expected' rather than 'cat hair everywhere - in the bath, on the bed, the dining table, kitchen worksurfaces, chairs...' (I ate standing up )

TronaldDumpy · 29/08/2017 08:57

I've used AirBnb a fair bit and on the last occasion had to leave the flat as it wasn't up to standard. There's a form where you can request your money back. I filled that in and the owner agreed to refund (but didn't). AirBnB refunded as soon as they knew about it.

Take photos and make complaint. I hope you find somewhere else. Some people are just taking the mickey and hoping to get off with it.

Original poster

PlumpAndPlain · 29/08/2017 09:00

Thanks for the advice so far. The host definitely knows - he lives here and they would have had to go through his flat to erect the scaffold.
We are only here for 2 nights (so 1 night left) - not really worth relocating.
I was hesitant about complaining to host whilst still here - not sure why - conflict avoidance? If I complain, can he ask us to leave?

OP posts:

Original poster

PlumpAndPlain · 29/08/2017 09:02

I have taken photos and recorded some sound at 7 this morning.

OP posts:

expatinscotland · 29/08/2017 09:09

What Kr1stina said. I'd expect my money back, too.

DirtyChaiLatte · 29/08/2017 09:17

Please don't be a doormat and please stand up for your rights. He'll only do it someone else again and have their holiday ruined too.

Please complain to AirBnB directly to get some sort of refund as what he's doing is really not right. If you don't let AirBnB know then they can't make him warn the next guests.

Original poster

PlumpAndPlain · 29/08/2017 09:24

I have no problem complaining to airbnb directly as a 'faceless' company. I would rather do that than have to go through the host. That feels more personal and ripe for confrontation. I don't want to be asked to leave and have the hassle of finding somewhere else for the sake of 1 night. Does anyone know if you can skip the host and go direct to airbnb? Googling is not clear

OP posts:

londonrach · 29/08/2017 09:25

Complain. I found air b nb v good when i complained that our neighbour was advertising our house for rent not hers which was three doors away. (Kept getting knocks on the door, reason for our house is they were subletting so didnt want ll to know). They took my complaint on board contacted my neighbour then removed the listing and must have told ll as she was gone within a month.

PresentlyTense · 29/08/2017 09:42

Two friends now have had bad experiences with Airbnb. When one of them went to leave a review, the owner told her she would leave a bad guest review about her if she did!!

Also, I know someone at work who turned up to the property to find some of the owners family were there, and refused to leave.

She complained to Airbnb, and they found her somewhere else, but
was unable to leave a review because she technically hadn't stayed there[shocked]

Ttbb · 29/08/2017 09:57

Complain to airbnb directly and demand alternative accommodation.

Appuskidu · 29/08/2017 10:01

That's really crap!

Humphriescushion · 29/08/2017 10:14

I have an airbnb room. The reviews by clients are not run by the host first. If someone leaves a bad review I have the right to reply on the site but cannot delete or alter in any way. We are told in the guidelines to notify clients before they arrive of any changes to the apartment or things that my affect the stay - any building work etc should definitely have been brought to you attention in advance ( not sure what the options are then - refund etc but should be on the website)

I would definitely contact airbnb direct and do it straight away. As a host I would say this is not acceptable.

Viviennemary · 29/08/2017 10:25

I've not used Airbnb but know people who have and they've thought it was fine. The trouble is that it isn't regulated in the same way as other accommodation. So it's a chance you take. I think you were right to be annoyed though but not sure if legally there is much you can do about it. I expect you've already paid upfront. Certainly complain.

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