To expect a full refund minus one night from this Air BnB host? Air BnB experts help please!!!

[Iamthemoom]

Booked an Air Bnb for 22 nights in London. Arrived to find that there were more omissions to the listing than facts. Described as 'lovely' and 'cosy', the flat was literally on a busy roundabout, very noisy, on the ground floor of a very dodgy block of flats which was in serious disrepair.

The door to the flat itself didn't close securely and the lock didn't work properly. It felt incredibly insecure and unsafe.

There was a terrible stench in the flat which they had attempted to cover with multiple air fresheners and plug ins. These gave DD such a bad headache and nausea we thought she might have a virus but this stopped within 5 mins of leaving the flat and she was fine.

Neighbours were very noisy and woke us in early hours banging and crashing about. There was a lot of antisocial behaviour in the block too.

We arrived super late last night so braved it but immediately messaged the host early this morning explaining the issues and that we can't stay somewhere unsafe with this awful smell for another 21 nights. We packed up and found a hotel for the moment.

As we had to pay upfront the full fee (around £2k) we asked for a refund minus the night we stayed. Host (which is a rental management company) is refusing claiming all the issues we mention are out of their control and no one else has complained (they have 5 reviews) and directed us to AirBnB resolution centre who say they are passing to a speciality team.

What are the chances Air BnB will side with us and refund?
We did take out the Air Bnb insurance - will that cover us if not?

@Caspianberg You might want to check on the new laws and see if you’re compliant. There are a lot of old properties that are likely non compliant so you might like to get the fire brigade to assess for advice.

@Mirabai - I’m not in the uk. Hence why I was checking, if this was a uk regulation.

I have everything fire checked even though it’s not a regulation where I live. It’s all connected to local fire brigade also

@Iamthemoom The Consumer Rights Act 2015 would apply to your contract: "If the accommodation is not as described, or not fit for purpose, the provider may be in breach of consumer law". It's possible, from what you've posted, that the accommodation may not be as described, but it's definitely not fit for purpose if it's insecure because the door doesn't lock properly, and I would stress this point, amongst others, with AirBnB. Good luck!

We had similar once, arrived to a “lovely” flat with a broken lock, broken sofa, washing machine full of stinking rancid black water, stains in the toilet and mould round the shower, paper thin mattresses with MDF underneath them, no curtains, it was disgusting. We arrived late so stayed one night and then moved to a premier inn first thing in the morning, went through air bnb dispute and were given a full refund. I don’t care how cheap the place is, it needs to be fit for human habitation! I wouldn’t touch air bnb again for love nor money.

New fire laws for short term rentals have come in across Europe around the same time all aimed at the Airbnb effect. It’s not specific to the U.K.

Maybe I'm missing something very simple (I only used Airbnb once or twice, around 10 years ago, and decided it wasn't for me), but to all the people saying not to book somewhere with less than 100 reviews: What would happen if everyone reasoned like that? How would a property ever get started?

THIS.

This alone should qualify you for the refund.

Good luck - Air B&B tend to side on the side of the visitors, especially as you have submitted evidence.

Well, quite. I have just looked back at my history and only one of mine has over 100 reviews, and they have all been lovely stays as described.

You should also be able to trust the listing. If it's not as described, that's what the company running the website is there for.

Did you get a refund op?

Op. I had an issue with a place not being as described. Out of 54 photos one showed in a corner if you blew it up that it was adjacent to a cemetery. Didn't enter or stay, contacted hostess immediately refused refund, Airbnb agreed with me on complaint but she still refused. Sent sarky email saying there were no ghosts- she had no idea what year I had.

SOLUTION Luckily I paid PayPal using Amex, they agreed with me and did charge back. Full refund, ( I would have been happy with 50% from host)

I’m confused. You’re there for work? But you have DD with you?
You paid less than £90 a night for a flat, and are surprised it’s nasty?

Why isn’t your company paying for proper accommodation for you if you are working?

My BNB is next to a graveyard, I do say it's next to a church, never occured to me to describe the actual graveyard, I guess people draw their own conclusions though.

What was the outcome @Iamthemoom ?

Full refund minus three nights. We only stayed one so I'm not quite sure why the arbitrary additional two nights but we decided not to bother questioning it and just cut our losses!