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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

Air B and B refund any advice gratefully received

29 replies

PhoebeSnow · 14/10/2020 00:22

AIBU to ask for help with air B and B refund?

My dh has booked air B and B for two weeks for work in other city , just arrived there this evening, had a shower, and then received a phone call from the owner of the flat telling him that there was a leak down to the flat underneath, she told him that she wants him out of the flat first thing in the morning, she was screaming down the phone and racially abusing him, what can we do ? We can’t afford to lose the money and he has work first thing in the morning!

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Original poster
PhoebeSnow · 14/10/2020 00:24

I feel so helpless and sorry for him, her behaviour sound vile and completely unprofessional to say the least. What can we do ?

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BritWifeinUSA · 14/10/2020 00:25

Contact Air BnB - if the accommodation cannot be used they will help find alternative accommodation for him.

SarahBellam · 14/10/2020 00:26

Contact Air BnB immediately- you can do it through their app - and tell them the situation. They should be able to advise.

MountainDweller · 14/10/2020 00:34

Is she offering his money back? I hope so! I'm not sure what the rules are on air b'n'b for this kind of situation. To be honest I wouldn't be keen to stay after someone yelled at me like that. I don't think there's any way she can blame him unless he literally took the shower head and sprayed it all over the floor!

So I'm probably stating the obvious but sometimes in this kind of situation you don't (one doesn't) think calmly! If he can get a refund direct from her, can he search for a new airb'n'b tonight/tomorrow (or can you search for him if he has to work?) Or get him a cheap hotel for a few nights while he looks for something more suitable? Post on mumsnet with the town if you are prepared to disclose it in case anyone knows somewhere? Post on FB asking too?

Original poster
PhoebeSnow · 14/10/2020 00:34

Thank you.
It’s just awful, he booked there in good faith, starts a brand new job tomorrow, so thought the air B and B would give him a chance to find his feet and find somewhere to stay long term, I can’t believe she would have a go at him about a leak he has no knowledge of or control over, frankly she sounds unhinged , the abuse she give him was appalling

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decoraters · 14/10/2020 00:37

She called him to advise of a leak and ask that he leave so it can be sorted and started racially abusing him? How did that happen?

Original poster
PhoebeSnow · 14/10/2020 00:38

He definitely doesn’t want to stay there now after the ville abuse he had to listen to. I can’t find a UK contact number for Air B and B. We have used them in the past with no problems, I am so angry!

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MountainDweller · 14/10/2020 00:38

PS I've kind of been there with DH... he got stranded at Heathrow at 12.30 at night. Most hotels are online booking which makes it impossible to find a room for the current night after midnight - all the sites default to the next day. I phoned round a dozen hotels for him but all full. In the end he got a cab to a relative on the other side of London - who I had to wake up to ask to let him in!

ShellsAndSunrises · 14/10/2020 00:39

He needs to call AirBnB, quickly. They’ll liaise between him and the host, and find him somewhere else to stay. They are also the people that will need to sort the refund, if the host doesn’t.

MountainDweller · 14/10/2020 00:40

I think air b'n'b might be email contact only... not very helpful in a crisis!

Original poster
PhoebeSnow · 14/10/2020 00:41

She asked him what he was doing and he said having a shower, she then started shouting about there being a leak to the flat belong , and she had never had a leak before , that he was clearly an idiot and then said she didn’t want his “ dirty money” ! and that she wanted him out first thing in the morning.

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Original poster
PhoebeSnow · 14/10/2020 00:43

She didn’t want him out to sort the leak, she wanted him out because she didn’t want his “ dirty money” it’s quite bizarre behaviour and I have no reason to doubt his side of the story.

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Howlooseisyourgoose · 14/10/2020 00:55

So sorry your husband is going through. He must be so shaken. I would be in pieces if this was me.

So it sounds like she's somehow found out that he's not the same race as her?

Please do let us know what Air B&B say. I am tempted to ask you to call the police as there is racial abuse, but that might not be what your husband needs right now.

Original poster
PhoebeSnow · 14/10/2020 01:03

Yes he has an accent and our surname is “foreign”
I could honestly cry for him, it’s been a hellish year or everyone but it’s been really shit for us as, a dear and wonderful friend died a couple of months ago, leaving her 17 year old son an orphan, which has left us heartbroken , we had to have our beloved dog put to sleep last month which was terrible, but we know we did the right thing for him, and this was going to be a new life for us, in a new city and now this. It’s not just the money, it s the stress and unpleasantness of it all. It’s bizarre !

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Original poster
PhoebeSnow · 14/10/2020 01:05

And I stopped smoking but bloody hell I could do with a cigarette now!

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Original poster
PhoebeSnow · 14/10/2020 01:11

I think he should go to the police tomorrow, not letting her away with this! How unprofessional can someone be? I can’t understand it. I remember we once had a leak down to our flay years ago, and I just nipped up to the neighbour to let her know , I wasn’t angry with them as these things happen and it was all very civil between us although I had never spoken to them before, and that’s how it should be.

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Howlooseisyourgoose · 14/10/2020 01:21

He definitely needs to report her to the police. Please don’t let her get away with it, it’s sickening.

I have heard of this happening in the US, it’s sad that it now happens in the UK too.

DelphineWalsh · 14/10/2020 01:44

Sounds like a scam tbh.

wibdib · 14/10/2020 02:15

I would also make sure that he takes some video footage before he leaves, explaining as he films that this is where he had his shower, no obvious leak, all dried up, or whatever he feels will be useful to show. How it was if they try to tell lies about it. Take the video in landscape mode do it can be played on a tv and fill the screen for best effect and impact. Also take still photos. And even better if he is able to access where the water is alleged to come through to take film and photos.

wibdib · 14/10/2020 02:28

Sorry posted too soon.

Also try to take film and photos of the entire place just before he goes as evidence of how he left it - ie great condition.

And if he rings the landlord again does he have any way he can record it? Even on his tablet with phone on speakerphone.
It’s not a court of law so if he says anything it could just be a simple I’m recording this conversation so I can catch what you say to make sure I’m doing what you want me to do. N

MaliceOrgan · 14/10/2020 08:15

Has he paid upfront for the full fortnight?

HibiscusNell · 14/10/2020 09:04

Hope you get this sorted. She sounds awful.

Star81 · 14/10/2020 09:11

Nobody should ever be spoken to like that. He needs to contact air bnb ASAP and look for somewhere else to stay

leanonme · 14/10/2020 09:32

Apparently there is a scam that hosts claim there is a plumbing emergency etc as they can cancel your booking without incurring cancellation fees.
You need to raise a complaint though Airbnb’s online help desk. Do not cancel the booking whilst Airbnb look into the circumstances as they are less likely to refund you.
I had a similar situation recently after paying up front for a 1 month stay. I raised a complaint through the online help desk. I googled for a customer services number and eventually got through to a someone in the US that was able to help me. I can’t remember the number I tried I’m sorry. I got a full refund of my money and the host was removed from the site.
Taking pictures as evidence is good advice. Hopefully you get this sorted.

Original poster
PhoebeSnow · 14/10/2020 19:47

Thanks to everyone for your advice and input.
Dh finally managed to contact air B and B early this morning and at least got a bit of sleep, they are dealing with a refund, and it seems we will get most of it back thank goodness!
Dh took plenty of photos to prove that he left the place as he found it clean and tidy, no sign of any leak anywhere, and to prove he has left the keys in the drop box. He is staying in a travel lodge for a few days and the HR department at work have been brilliant to give him guidance and help to find somewhere else over the next few days, so fingers crossed that will be a decent place suitable soon and no more drama.
Thank you all again.

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