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

[Goldengoosey]

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?

Is it worth staying there? I would be so hacked off with no wifi, no bbq and a dirty non working hot tub, I would rather be at home.

They have clearly mis-sold the property as it doesn’t have what it stated it should have. Take pictures of the lack of wifi on your devices, of the dirty scummy tub, and the lack of barbecue. Keep all the emails and txts, as not responding also makes them look a bit dodgy. And make sure they know you will be leaving stinking reviews….

Really, they should refund a very high portion of your money, and you wouldn’t have stayed there without the facilities you are now missing.

Good luck!

That's a really poor response - you might need the internet for work, lots of people fancy a change of scene while 'wfh'

If it's on the listing you should get it. Trying to dismiss your complaints is really not on.

I hope you get a good resolution.

We had a similar situation before with Airbnb and while it took a day or two to be sorted, their staff kept up to date with the case and I think we were refunded a few hundred euros! Their customer service is really good so just hang in there and as others have said, take lots of photos and only communicate via the app

yanbu , you are not getting what you paid for , and it wasn’t cheap x

That's such a shame, I feel annoyed on your behalf! I hope you get a decent refund. I'd be furious in your shoes, think we probably would have come home.

It's such a hassle and stress complaining but you are absolutely doing the right thing.

I feel like airbnb has really gone down hill since people have realised they can make a quick few quid on it.

I most enjoy paying a £100 cleaning fee, and then getting told to do all the washing up and strip all the beds 😵.

Hotels are the way forward for me now I think, especially after reading this thread.. another horror story!

Best of luck OP. I hope you get a refund!

Not providing many services included in the listing is really shocking.

I have only used Airbnb in the US and Europe and the hosts have always been excellent.

If you’re not fussed about using Airbnb again do a charge back on the card you used - you have not received the service you paid for.

We didn't get much in the end as we felt sorry for the owner who was having a right battle with BT to try and fix it - it was clearly not his fault - he even came over personally to try and fix it and he lived about 90 mins away.

If you've paid £2k we got the equivalent of you getting £100 back.

I'd say the hot tub is your biggest issue. Wifi is expected nowadays, but properties with hot tubs come at a premium, so to be paying hot tub prices but without access to it is not right.

Their response on the wifi issue is very indicative of the type of owner they are. AirBnB hosts hate anything less than a 5 star rating in their reviews, so you hold the power here, especially if you're not going to use AirBnB again and aren't worried about your own rating as a guest!

Really disappointing and unacceptable. I often go on holiday to do sport and one of the things I look forward to most at the end of the day is relaxing watching Netflix. A hot tub is even better. I don't even need a tv, just wifi so I can watch Netflix and maybe google things to do in the local area.

Without the hot tub, tv and wifi, the place you are renting is not worth 2 grand. These are now basic services that almost every holiday accommodation provides as standard (although obviously its useful to check). I'd say if it cost you £2000, without those its maybe worth £1300, and thats being generous because a lot of people would automatically exclude it from their searches if it didn't have wifi.

What are the reviews on Airbnb like for it?

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

there are 24 hours in a day, you can do water sports, fishing AND watch TV or look at a computer!

So Airbnb are still trying to get a partial refund but the host has not responded to them. I’m assuming they are like eBay and will have a cut off where they just make a decision.

I think this will be the last time we use Airbnb. I think people have got grabby for money and don’t think they need to provide much of a service these days as there is such a demand for staycations.

I usually read the reviews but this was a new property so no reviews. To be fair the actual lodge is really very nice. Completely lives up to the photos and the views are spectacular from the deck. I had just expected to be enjoying those views from the hot tub.

We did think about going home but decided against it as the lodge is so nice and we did come for a rest and we have both been sleeping great as it’s so peaceful. Prob no telly is a factor here too! Tonight’s exciting activities were a couple of pre-made cocktails from the co-op and monopoly. Living the dream 😎

That actually sounds a perfect evening to me!

It would be an absolute nightmare for my DH though. I'm more than happy to have a few drinks and play board or card games but DH would much rather watch a film (if he was a child we'd be having tantrums about screen time!)

If you've got a tablet or laptop it might be worth finding yourself a coffee shop in the day and downloading some stuff to watch later maybe?

Doesn't help with the lack of hot tub though!

It sounds like Airbnb are on your side though which is good.

I bet the lodge disappears off the site soon when the owner realised they actually have to do something and not just sit back and take the cash.

sounds very poor

I’d do a video walkthrough as well when packed and leaving.

also photos and videos of hot tub and area under sink to show no cleaning chemicals.

Screen shot of hosts suggestion you clean it yourself and any other messages incase they recall/delete them?

no wifi/ tv message?

Pain in the ass but I’d push it back with the complaint as the hot tub etc is a piss take. But not sorting anything out or getting back to you? No way.

good luck and sorry you are having this hassle.

Contact Airbnb asap. I had a similar situation with misleading description and property not at all as described. They investigated, upheld my claim and I was partly reimbursed. Still put me off Airbnb TBH now I use booking.com instead and stay in hotels.

FINAL UPDATE 😁

So today after pretty much being ignored by the host I got a very nice message saying they agreed with all the issues I have raised and apologised, and have given me 500 quid back and an offer if we go again once they sort out all the issues I have highlighted they will give me a 30% discount on future stays.

I’m taking that and running! I really had resigned myself to probably getting nothing or a very small amount and having to fight for it so this is a result.

Thanks for all the encouragement to not accept the shit service x

Hurrah! Nice result 😊 Enjoy the rest of your break.