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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

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Original poster

To ask for a partial refund?

47 replies

warmyacockles · 20/11/2021 15:30

We are staying in an air bnb for a few days and arrived last night.

It hasn't been let out before, it's a new conversion and the elderly owner (new to air bnb) was here to let us in. He took great pride in telling us how it was all brand new and we were the first guests, and to let him know about any issues.

Arrived in the apartment to find it freezing cold. He assured us the heating was working earlier and he would sort it out. Tried to put the kettle on, it didn't work. Put a pan of boiling water on the hob, to find no mugs...his "welcome pack" was a couple of boxes of out of date herbal tea that he'd obviously found in the back of his cupboard at home. No, welcome packs aren't necessary but if you can't be arsed to get fresh teabags, don't bother I'd say.

Went to the loo, the seat fell off, and the extractor fan doesn't work in the brand new bathroom so it fills up with steam when you use the shower (no window)

He got us a new kettle and some mugs, and assured us he would sort the heating this morning - he hasn't, and isn't replying to messages either.

It wasn't cheap, and I'm a bit put out that we have to spend another evening wrapped in the duvet to watch tv. Would you ask for a partial refund or just chalk it up to experience and hope he sorts it for the next guests?

OP posts:

Stiffcondomhat · 20/11/2021 16:16

I would ask for a full refund, that's not on.
In future I would also not stay anywhere without review history.

10yearwarranty · 20/11/2021 16:30

Full refund.

2bazookas · 20/11/2021 16:52

I'd ask for a refund and report in detail to the advertising/booking agency.

billy1966 · 20/11/2021 17:14

Why wouldn't you leave a truthful review and save others the stress of this?

He's a CF, charging for a service he isn't providing.

I would give a 100% honest review.

I most definitely would be wanting a refund too.

IamtheDevilsAvocado · 20/11/2021 17:21

I wouldn't leave a rubbish review. I would be asking for full refund though... November and no heating is miserable!

TrulyPistoff · 20/11/2021 17:39

It’s not you who should ’just chalk it up to experience’, it’s him! I would ask for a full refund immediately.

Georgyporky · 20/11/2021 17:45

Full refund - place is not fit for purpose.

IslaInthesun · 20/11/2021 17:47

I'd be leaving an honest review and asking for a refund. I can't stand being cold

Original poster

warmyacockles · 20/11/2021 17:47

Oh it gets better - there's now no bloody hot water! Supposed to be out for dinner this evening. Have phoned Mr haven't a clue and it turns out they have a gas engineer coming out next week to sort it all out. That'll be useful...for future guests!

OP posts:

RosaRosaRosaRosa · 20/11/2021 17:49

No heating or hot water plus lots of minor problems - I'd want a full refund!

PragmaticWench · 20/11/2021 17:50

Full refund, no heating and no hot water is uninhabitable.

mumda · 20/11/2021 17:54

I have always been tempted to take an electric fan heater on holiday during the autumn.

What's Airbnb refund policy?

ginswinger · 20/11/2021 17:56

Airbnb host here. You need to report all issues as soon as they happen and through the Airbnb platform. If you stay at the Airbnb, you're accepting the issue and therefore having less room for compensation claim. Hosts should reply straight away and offer a resolution to an issue whether that be extra heaters for example. I would regard a lack of hot water as a good reason to terminate the reservation though.
You can use Airbnb's resolution system to work things through www.airbnb.co.uk/resolutions and to ask for a partial refund. Avoid threatening a bad review in exchange for money as it's seen as extortion. A partial refund is quite acceptable. Please do leave an honest review so other guests don't walk into a place like this.

ginswinger · 20/11/2021 18:00

I would also give Airbnb a heads up so they can pull him from the site until he sorts himself out.

Original poster

warmyacockles · 20/11/2021 18:15

@ginswinger

Airbnb host here. You need to report all issues as soon as they happen and through the Airbnb platform. If you stay at the Airbnb, you're accepting the issue and therefore having less room for compensation claim. Hosts should reply straight away and offer a resolution to an issue whether that be extra heaters for example. I would regard a lack of hot water as a good reason to terminate the reservation though. You can use Airbnb's resolution system to work things through www.airbnb.co.uk/resolutions and to ask for a partial refund. Avoid threatening a bad review in exchange for money as it's seen as extortion. A partial refund is quite acceptable. Please do leave an honest review so other guests don't walk into a place like this.

I have informed him about the issues through air bnb. I guess as we are choosing to stay (there's a communal shower on the floor below - we have found out that it works so have used that) maybe we have no redress. It's annoying though.

OP posts:

MissCreeAnt · 20/11/2021 18:33

You can leave a factual review that says what happened without criticising or being personal. No heating, hot water stopped working on day 2, host did reply but was not able to provide alternative heating or resolve problems during our stay.

I'm not saying it'll be great for his ratings but he needs to be better than promising to fix it after you've left. Gather evidence/data. Maybe a phone app could get some temp readings? You've got nothing to lose by trying to get a refund.

GrumpyLivesInMyHouseNow · 20/11/2021 20:55

A factual review is needed, the owner needs to know that this sort of experience for his guests isn't acceptable.

Op would you have stayed if he'd told you no hot water and you had to use a communal shower? The answer is probably no, or you wouldn't have paid as much. I'd be asking for a full refund.

showmethegin · 20/11/2021 21:58

@user1471518295

The one thing that owners have to do in a new conversion is live in it themselves for at least a weekend before subjecting it to guests. Guests are not guinea pigs ...

I have never agreed with anything more!!! We stayed in a gorgeous place in May, beautifully decorated and furnished but the kitchen was woefully equipped. Went to cook breakfast, no frying pan, no spatula, no microwave.... It's so basic

Eleganz · 20/11/2021 22:10

I wouldn't have stayed with no heating but can really believe you are now putting up with no hot water.

Leave and ask for a full refund. If one is not forthcoming, post a negative review. Remember he is not some nice old chap, he is a business that you are paying.

Eleganz · 20/11/2021 22:11

*can't obviously!

Original poster

warmyacockles · 20/11/2021 22:33

The shower downstairs worked, then mysteriously after using that the hot water started to work in the apartment. God knows what's going on with this heating and water system.

OP posts:

billy1966 · 20/11/2021 23:22

The thing is if you can't find anywhere last minute to move to you are caught without alternative options.

State this in the review.

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