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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

Aircover Claim? To be pissed off can’t use hot tub, WiFi and TV not working and no BBQ in Airbnb?

43 replies

Goldengoosey · 29/05/2022 23:07

Hello. Looking for some advice. Rented a lodge on Airbnb for the week. Arrived to find no WiFi and TV needs WiFi so no TV. I contact the host the following morning who advises they will contact owner. We then go to use the hot tub. It wasn’t switched on, the water was dirty and cold with leaves and flies floating in it! I contacted the host again. He advises he has had to contact supplier about WiFi and apologises for the hot tub but says it will be fine with a little clean! We have a hot tub at home so we do know that by the look of that tub it wasn’t requiring just a little clean. Plus there were no tools to clean it and no chemicals either.

Had hoped the owner would have organised to get the hot tub cleaned for us or updated us on WiFi but have heard nothing. This evening we think we will have a BBQ. There isn’t one despite it being listed.

This break was all about taking it easy, away from the hassle and pressure of busy jobs and just relaxing in the hot tub, watching movies and enjoying the fabulous view from the deck and having the odd BBQ. I’m annoyed that we have spent over 2 grand on this but also that I’ve had to contact the host several times and still nothing fixed/resolved.

Has anyone ever used Aircover? I think this is new as last time we used Airbnb I can’t remember this being in place. My husband and I are in two minds what to do. We are both disappointed about it all but trying to remain positive as the lodge is really lovely. Stunning views, very well furnished and comfortable.

There’s worse things in life than not having a hot tub and it won’t kill us not to watch the telly for a week but we also feel the owner is taking the piss by not fixing these issues. What do you think? Should we just chill or raise it formally through this Aircover and look to be moved or partial refund?

OP posts:
AllFreeOwls · 29/05/2022 23:15

I'd raise it...you aren't getting the services you paid for.

Helenloveslee4eva · 29/05/2022 23:18

Contact air b&b

BetterCallBarry · 29/05/2022 23:23

You need to contact as that's what you paid for.

OwlinaTree · 29/05/2022 23:52

You've paid for those services and they are not being provided. I would be asking for a refund of a percentage of the cost tbh.

Original poster
Goldengoosey · 30/05/2022 00:03

Thanks folks. I think I’m avoiding the hassle of complaining as this was meant to be a break from work where I deal with issues and complaints all the time. We just wanted to chill.

OP posts:
Lolllllllllllll · 30/05/2022 00:19

I definitely complain

CoralBells · 30/05/2022 00:29

That's really annoying. You're not getting what they advertised and what you paid for. I've been on cheaper holidays eg. Caravan where they come out and fix things the same day if you report it. Not just fob you off

AchatAVendre · 30/05/2022 01:48

That is awful. I stay in cheap Airbnbs quite often, costing nowhere near as much as 2k and I've never not had the wifi work. I like to settle down and watch Netflix when I'm away to relax in the evenings. As for the hot tub - it sounds like a health hazard.

Treecloudtree · 30/05/2022 07:07

If you’re still there now I would make more of a fuss so that you can enjoy those things you paid for!

Badqueen · 30/05/2022 07:15

Definitely complain, you've been missold. You thought you were getting tv, a hot tub and a bbq and you've got none of those things.

IRunbecauseILikeCake · 30/05/2022 08:46

I would be absolutely complaining. You've spent money on something that's not as it was advertised.
The least they can do is have the hot tub cleaned out and set up for you and bring you the barbecue they promised. For the wi-fi, can you potentially tether your mobile data in the evenings for the TV? I know it's not ideal.

monkeysox · 30/05/2022 08:56

Totally complain.

holdingonfordearlife · 30/05/2022 09:38

These are actually MAJOR issues. Especially considering g the cost you paid. I would definitely raise it

Original poster
Goldengoosey · 30/05/2022 10:29

Thanks everyone. I’ve emailed the host abs I’m giving him until 12. If issues still unresolved I will contact Aircover and see how we get on with that.

OP posts:
MinnieGirl · 30/05/2022 13:44

How did you get on?

Vikinga · 30/05/2022 13:47

Yes absolutely complain and claim. Not having a hot tub when you've booked a property with one changes the holiday. And if you'd kwons there wasn't a bbq you could have bought a disposable one.

Roseteacups · 30/05/2022 14:09

This is terrible. Hope you get it sorted AND a refund for your stressful start of the holiday and I say this as a host! Hosts should always remedy a situation asap and offer partial/full refund where necessary.

Original poster
Goldengoosey · 30/05/2022 14:30

Update. Emailed host and no response. Contacted Airbnb who then said they would step in if host didn’t respond within the hour. No response so Airbnb are dealing with it. Can’t be bothered with all this hassle when this was meant to be a break from work pressure and hassle!

Will let you know what they say. We tried to buy disposable BBQs but it’s pretty rural and the local co-op which is an hour’s return drive was sold out. So thought we will grill the bbq food. No bloody grill pan. Wtaf! This is a completely refurbished lodge but is missing some pretty key stuff. Most annoying especially when I’m trying not to be annoyed and let it all wash over me 😁

OP posts:
AchatAVendre · 30/05/2022 14:42

Glad to hear that Airbnb are dealing with it OP. Its unbelievably shabby for such an expensive place. I hope you get a considerable refund if they don't sort out the problems. Try just to enjoy the location and not let it ruin your holiday!

Justcallmebebes · 30/05/2022 15:20

If I'd paid a couple of grand for a lodge and it had no Wi-Fi, no TV, no advertised hot tub and no listed BBQ I would go nuts

70kid · 30/05/2022 16:16

Take photos of the hot tub showing it’s dirty
only deal with the host through the App not by text or Watsapp
or follow up through the App otherwise they can refuse the claim

PipeScatter · 30/05/2022 16:33

That's really not on. I hope AirBnB resolve it for you, or at least get you a refund.

We had a Sykes cottage last year that was advertised as having WiFi but didn't have it when we got there (BT came to fix it on the last day of our holiday!). Without the wifi the TV was dreadful too as the aerial signal was poor and if the wind blew in the wrong direction or it rained, then it disappeared completely.

It transpired it had only just been installed but the BT engineer told us the installer hadn't bothered to connect the wires in the junction box. The owner said they'd removed WiFi from the listing (which we later noticed), but Sykes hadn't contacted us to tell us of the change, as the home owner had requested they do. If they had we'd have probably swapped cottages for one that did have it as it was totally rural and there was no phone signal and I needed to keep in contact with my work, plus we were planning on binging some NetFlix.

We got a partial refund on the cottage in the end.

The poorly maintained hot tub is disgraceful though - heaven knows what kind of germs could be lurking in that! Envy

Ethelfromnumber73 · 30/05/2022 19:06

I've found that hot tubs seem to add a massive premium to accommodation costs so on that basis alone I'd be extremely pissed off, never mind the rest of it

Original poster
Goldengoosey · 31/05/2022 07:31

Have been advised Airbnb are working on my refund but no idea when or how much. Probably try and fob me off with a tenner! The person dealing with it is now off shift. This is the second time I have had this email and a changeover in person which is a tad frustrating.

All this hassle, trying to get these issues resolved and emailing back and forth has been a total pain. I now feel I’ve got the owner/host’s back up for having the audacity to complain so when we do check out I will be making sure I take a photo of every room incase they say we have left them in a poor state or something.

Husband and I have agreed we won’t be using Airbnb again. Had an issue with them a few years ago but thought we were just unlucky.

Thanks everyone for your input x

OP posts:
Original poster
Goldengoosey · 31/05/2022 07:40

@PipeScatter same as us. Had planned to watch Netflix in the evenings as very rural. We tried to tether our phones to telly but after much swearing we gave up 😂

Can I ask how much of a refund you got? The host was very dismissive of the no internet or telly issue saying most people visiting the area do so for water sports or fishing, like watching the telly was some kind of deviant behaviour!

Like you had there been no TV or WiFi listed I wouldn’t have booked the property x

OP posts: