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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

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:
MrsExpo · 29/08/2017 10:31

If LL lives on site, then ask for something suitable to cover the bathroom window at least (plastic bag or similar and tape to fix it to window frame) so you can get some privacy. But, as others have said, take pics as you have done and complain as soon as you feel able to do so.

chocolateworshipper · 29/08/2017 10:32

We used Airbnb once. You can leave a bad review without it going through the owner first BUT they can leave a review for you (and obviously lie about all the outrageous things you supposedly did). The way I got around that was to leave until the last minute to leave a review so that the owner didn't have time to post a reply before the deadline.

Humphriescushion · 29/08/2017 10:50

Chocolate, I know what you mean but when I write a review for people ( as a host) who have stayed, I am not allowed to read their review until mine is completed. presumably this is to stop any revenge reviews and means I have to review them without their review influencing mine. Thought it was a good system.

youhavetobekidding · 29/08/2017 11:14

the work seems to be happening at an upstairs neighbours

possible the owner knew work was happening, but didn't know exactly when it would take place

We booked once with Air BnB, it was fine

Booked again, the property wasn't available, host gave a refund, but we lost the booking fee.Under £10, so not worth pursuing, but it made me less enthusiastic about Air BnB generally

rumbelina · 29/08/2017 11:23

We had this happen but it wasn't through airbnb. We complained to the cottage rental company. The owner got in touch and gave us £200 off the cost (approx 650 for the week) and a free long weekend in the next booking season. Stick to your guns, you shouldn't have to be faced with that!

MummytoCSJH · 29/08/2017 11:34

Complain to both Airbnb and the host and leave a review! I would be extremely annoyed at this..

SenecaFalls · 29/08/2017 11:40

Something similar happened to us once (in the US with a different rent-by-owner company.) We complained directly to the owner after we got home and received a substantial partial refund.

SenecaFalls · 29/08/2017 11:44

I'm our case we didn't leave a bad review because the owner did address our complaint.

sparkleandsunshine · 29/08/2017 11:56

I'd complain right now, but then I'm a hormonal bitch haha, fingers crossed you get your money back x

LuLuuuuuuu · 29/08/2017 11:58

No OP YANBU at all

RoganJosh · 29/08/2017 12:00

I really don't think this is true
" 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. "

Just that they can comment on the review.

FinallyHere · 29/08/2017 12:09

If you are not prepared to make the owner aware of the things that are not as you expected, then you are not giving them a chance to put things right. They could surely put something up at the window so you can at least shower.

Please don"t think of it as complaining, more giving them an opportunity to put things right. If they don't do anything, or enough, then would be the time to sign into action with complaints.

For example, we booked an airbnb recently, because the advert mentioned great WiFi. When we got there, the wifi was rubbish. I sent a message to the hosts, expressing disappointment at the speed and within minutes, they had rebooted or something and all was well. If I had waited til afterwards to mention, it would have spoiled our holiday.

Give them a chance to do something...

MaverickSnoopy · 29/08/2017 12:20

OP do you feel like you're making a fuss over nothing or that maybe the owner won't agree with you and think that you're being dramatic? Fwiw based on what you've said, you're not and you should be flagging it up with them. If you're worried about conflict just say that you're confused about the building work as there was no mention of it and unfortunately it's been very disruptive for you and give some examples.

StaplesCorner · 29/08/2017 12:24

I am sure that if you notified AirBNB you'd get a refund, but if you don't say anything they'll refuse to deal with it in retrospect. It sounds like you've been had, but as you say its only one more night so not worth moving. I'd be furious though.

taxiforme · 29/08/2017 12:28

The fact that you cannot use the bathroom because of issues with privacy (not contrived issues but real issues- the workmen can see in rather than a passer by may see in if they are spiderman) would be the starting point for me.

Would be a red line crossed. Get hold of airbnb. IMHO the property is significantly not as described and appears unusable.

AnchorDownDeepBreath · 29/08/2017 12:36

I've had similar, sadly. Air BnBs policy is that you should complain to the host first and they'll step in and resolve/refund once you have. You could try and wing it and take it straight to them but you won't really avoid confrontation as they'll call the host about your complaint initially anyway; and the host is then likely to wonder why you didn't talk to them directly.

I'd message host first, give them an hour or two and then talk to air bnb.

womaninatightspot · 29/08/2017 12:38

Complain to him/ airbnb straight away. Although you pay in full when you book airbnb hold the money until the day after your guests arrive assuming if there is an issue it can be resolved on day one. I'm a host.

StaplesCorner · 29/08/2017 13:32

i'm with the other posters saying you need to tell the host.

Kr1stina · 29/08/2017 14:46

How did you get on OP?

Labyrinthian · 29/08/2017 15:55

It's not true that bad reviews can't be published. I'm an Airbnb host. I get 2 weeks to write a review, and I don't see the guests written review until after I wrote my one - so I absolutely can't influence or hide a bad review. The only thing I can do is write a public reply to a bad review that is published about my property

AdalindSchade · 29/08/2017 16:05

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

That's not true. Also, people cannot leave nasty reviews in retaliation as you don't see the other's review until either both parties have left one or the review period has expired (14 days)

carefreeeee · 29/08/2017 16:06

Air bnb relies on good communication and accurate description as people's homes are non-standard. I'm surprised your host hasn't already apologised/offered you a discount. It would be better to approach your host first and give them the chance to put things right as the situation may have been outside their control (although they should have warned you!). I always think that leaving bad reviews as a first option is a bit unfair. You can always wait until you've left if you don't want to speak to them face to face. Just email outlining your concerns. Hopefully they will offer a full refund. If they are not helpful then complain direct to air bnb/leave a bad review.

I've stayed in about 20 air bnb's and only once had a bad experience (dirty place, excessive noise). The host immediately refunded with no problems.

Original poster
PlumpAndPlain · 29/08/2017 19:03

Thanks for all the replies - we have been out all day. I messaged the host before we left but have not yet received a reply. However when we got back this evening, the scaffold has gone and the garden has been tidied.
DH thinks it is coincidence and the noise we heard first thing was the builders starting to take it down. I'll wait til tomorrow for a response from the host and then contact airbnb.

OP posts:
AdalindSchade · 29/08/2017 19:07

If it stays quiet and accessible then wait til the end of the stay and request a partial refund for the day that you were inconvenienced. YOur host will probably agree as they want good feedback.

scaryclown · 29/08/2017 19:09

Agree with contacting the air bnb just be straight and say 'this is the situation, i' m not sure how to handle it' I did this and got relocated when I a. Accidentally booked two places on the same night and b. Misread the map and put myself miles from town.
In a. They talked to the owners for me in b. They chatted to owner, who explained the massively super convenient every 30 mins 24 hours busservice to a stop outside the door, air bnb promised they would relocate if not happy after first night, and it was a brilliant stay, they were pretty good in my case, and I think they will be in yours

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