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Air B and B : will they return my deposit in these circumstances ?

13 replies

Diningtableornot · 15/02/2025 16:21

DH and I have booked an Air B and B in London. It's a flat with two ensuite bedrooms which are let out separately, ie another single person or couple may be sharing the flat with us. There's a smallish kitchen/living/dining area which is communal.
The owner has just emailed to say that the bathroom attached to the second bedroom 'needs repairs', and he's having materials delivered to fix it which will be piled in boxes on and under the dining room table during out stay. Do we mind? He clearly assumes that we won't mind.
I replied saying we don't mind if the second bedroom is not in use, but if there are four of us sharing the flat, it will be crowded with the extra boxes in the communal area.
The owner replied that the second bedroom may be in use, though he hasn't booked it yet.
We will want to use the dining table and don't want to be living amongst piles of building supplies. Also if the second ensuite isn't working properly, we may end up having to share our ensuite. Not great.
The owner says he'll 'try to work something out' but I've lost faith in this arrangement and I'd like to cancel and get my deposit back. Does anyone know if Air B and B deal helpfully with this kind of problem?
Thanks

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ElizabethVonArnim · 15/02/2025 16:28

There will be a date sequence built into your booking - full refund by x date, 50% refund after x but before y date etc. Go into the Airbnb app and click on the cancellation option - it will allow you to look before it actually cancels it.

Diningtableornot · 15/02/2025 16:34

ElizabethVonArnim · 15/02/2025 16:28

There will be a date sequence built into your booking - full refund by x date, 50% refund after x but before y date etc. Go into the Airbnb app and click on the cancellation option - it will allow you to look before it actually cancels it.

Thanks Elizabeth. I am past the date for getting my 50 % deposit back unfortunately. Annoying, because I would have just cancelled if the host had said this a few days ago.
I'm wondering if Airbnb would agree to refund the deposit anyway since the goalposts have changed. I can ask them, but I'd like to know how amenable they are likely to be to refunding because the goalposts have changed a bit and the property may not be exactly as described.

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JimHalpertsWife · 15/02/2025 16:40

Just message "we would gladly compromise on the boxes if exclusivity can be guaranteed for the flat. If it cannot, please cancel our reservation and arrange repayment of the money paid so far"

They've changed the agreement - they need to refund.

Diningtableornot · 15/02/2025 16:55

JimHalpertsWife · 15/02/2025 16:40

Just message "we would gladly compromise on the boxes if exclusivity can be guaranteed for the flat. If it cannot, please cancel our reservation and arrange repayment of the money paid so far"

They've changed the agreement - they need to refund.

Thank you.
I did say that either of those options (guaranteeing exclusivity or returning deposit) would be acceptable, but the host has just replied that he will talk to his plumber and concierge and is 'sure something can be worked out to your satisfaction.'
Thing is, I don't really trust him now and would like to cancel anyway, but he doesn't technically have to give the deposit back...

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Reallybadidea · 15/02/2025 16:58

I would push him to confirm that the flat will be for exclusive use of you and your husband if materials there and en suite out of use. If he won't confirm this then I'd contact Airbnb and ask for a refund as he's unilaterally changed the terms of the agreement.

JimHalpertsWife · 15/02/2025 17:01

Diningtableornot · 15/02/2025 16:55

Thank you.
I did say that either of those options (guaranteeing exclusivity or returning deposit) would be acceptable, but the host has just replied that he will talk to his plumber and concierge and is 'sure something can be worked out to your satisfaction.'
Thing is, I don't really trust him now and would like to cancel anyway, but he doesn't technically have to give the deposit back...

Maybe then juts go back and say "ok - please confirm by Monday what the status of the reservation is, or whether you need to cancel and refund"

YouveGotAFastCar · 15/02/2025 17:02

I suspect AirBnB will wait for him to have had those conversations before they’d get involved, because while he’s warned you of what he intended to do, you’ve said no and he’s said he’ll try and solve it.

Stick to your position that you either need exclusive use or the boxes gone, or it cancelled. If he refuses but can’t do any of those, then get Airbnb involved.

JimHalpertsWife · 15/02/2025 17:02

Also if the second bathroom needs repairs, is it even going to work for a guest?

Diningtableornot · 15/02/2025 17:03

Reallybadidea · 15/02/2025 16:58

I would push him to confirm that the flat will be for exclusive use of you and your husband if materials there and en suite out of use. If he won't confirm this then I'd contact Airbnb and ask for a refund as he's unilaterally changed the terms of the agreement.

Thanks. I've just told him I will give him to Monday morning to confirm that there will be no materials stored in the communal area (since he won't agree to exclusive use or a refund).
If he hasn't confirmed this by Monday, I'll ask Airbnb to help.

It is helpful to know that other people agree that what he has asked is not reasonable. I don't like the fact that he asked if storing building materials in the flat was OK with us, without offering anything by way of compensation. I think he was just covering himself.

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Whyherewego · 15/02/2025 17:05

Diningtableornot · 15/02/2025 16:55

Thank you.
I did say that either of those options (guaranteeing exclusivity or returning deposit) would be acceptable, but the host has just replied that he will talk to his plumber and concierge and is 'sure something can be worked out to your satisfaction.'
Thing is, I don't really trust him now and would like to cancel anyway, but he doesn't technically have to give the deposit back...

I'd just clarify that you won't be sharing bathrooms with anyone so that's that !

HundredMilesAnHour · 15/02/2025 17:12

Whyherewego · 15/02/2025 17:05

I'd just clarify that you won't be sharing bathrooms with anyone so that's that !

This! I’d be more concerned about sharing a bathroom with strangers when each room is supposed to have its own bathroom. I wouldn’t care about some boxes on a dining table.

Diningtableornot · 15/02/2025 17:15

JimHalpertsWife · 15/02/2025 17:02

Also if the second bathroom needs repairs, is it even going to work for a guest?

Well, yes. He says 'repairs' but it sounds like a lot of boxes, so more like a new bathroom being needed than a plumber popping in...

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Diningtableornot · 09/03/2025 23:09

Thanks to everyone who commented here.
The outcome is that we had no problems at all with our two one-night flatmates who were polite and quiet, but the cleaner of the Airbnb seemed to be running a laundry business in the flat. When we checked in she was sitting on the couch watching telly and waiting for the washing machine to finish, then each time we came in we found more sheets, towels and bath mats drying on clothes horses in the living area. Once the washing machine was running at 10pm.
Strange times.

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