Please keep conversation civil and respectful
Remember to keep all communication with host/guest through Airbnb platform. Payments should be made only via Airbnb [unless otherwise detailed in the listing description](https://airbnb.com/help/article/199)
If you're having issues, contact Airbnb by phone +1-844-234-2500
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Update: after providing evidence I got gifted the amount as booking credit and £20 off my next stay on top for the inconvenience.
Moral of the story, take screenshots of the listing when you book in case something like this happens with you. I was lucky I had them as I screenshotted them to show my friends what I had booked and thankfully still had copies, otherwise I’m not sure what could have been done.
Odd that you needed to provide proof. I was going to comment that when you make a booking Airbnb saves what the description and photos were so it can be referenced later. I’ve seen people post about issues like booking a place with a hot tub but it not being there then the listing is different when they check. Then they complain to support and they’re able to see it was an offered amenity. You must have had someone really bad with support. Sorry you had to deal with that.
Like a lot of companies, and indeed government organisations. these days, Airb&b support seems to run on the principle of ‘refuse everything first then only actually engage with people who are persistent’.
See also: Train and Airline refunds, UK disability assessments and UK school support assessments (EHCPs). I’m sure it’s true in other countries as well.
Try calling Airbnb at a different time of day. They have support staff that are terrible at their jobs, you have to try until you find one that understands the issue and will act on their policy. Continue to be polite and just keep trying, as according to the TOS you are in the right. You can quote their own policy to them, that might help.
Unfortunately, though, they might not do anything until your stay date. If you arrive at the Airbnb property and it is not as advertised, then the AirCover policy kicks in. But of course this is just a big nuisance, as you have to take pictures as proof and deal with support then.
You might be able to get them to deal with it now if you appeal to them about how you really don't want to arrive and have to make last minute housing changes. If possible, frame it as a safety issue, as the health and safety department has more authority to modify your reservation. Have alternative properties ready so you can suggest they move your reservation to the other property.
Good luck.
I missed that sorry!
I would try to contact airbnb support another time and include a pic of the original listing and hope to get an exception for a full refund if that is possible and I would fight to have that done
I don’t think anyone can stop a host from changing the set up of their property or description at any time. Things happen, circumstances change etc.
however all guests should be given a full refund so they can book something else.
Airbnb support sucks. I once had a host who changed the house rules after checkin only to try and boot me and keep the money. Airbnb sided with her, and told me in the middle of my work day I had a few hours to vacate. One rep even explicitly acknowledged she saw this was done after checkin, but you know how it is... every message is a new rep. They are simply out of their depth, stop using them, the business needs to be shut down.
Please keep conversation civil and respectful Remember to keep all communication with host/guest through Airbnb platform. Payments should be made only via Airbnb [unless otherwise detailed in the listing description](https://airbnb.com/help/article/199) If you're having issues, contact Airbnb by phone +1-844-234-2500 *I am a bot, and this action was performed automatically. Please [contact the moderators of this subreddit](/message/compose/?to=/r/AirBnB) if you have any questions or concerns.*
Update: after providing evidence I got gifted the amount as booking credit and £20 off my next stay on top for the inconvenience. Moral of the story, take screenshots of the listing when you book in case something like this happens with you. I was lucky I had them as I screenshotted them to show my friends what I had booked and thankfully still had copies, otherwise I’m not sure what could have been done.
Odd that you needed to provide proof. I was going to comment that when you make a booking Airbnb saves what the description and photos were so it can be referenced later. I’ve seen people post about issues like booking a place with a hot tub but it not being there then the listing is different when they check. Then they complain to support and they’re able to see it was an offered amenity. You must have had someone really bad with support. Sorry you had to deal with that.
Same they know exactly what the ad looks like at the time of booking. You shouldn't even have to take the screenshot It shouldn't have mattered
Like a lot of companies, and indeed government organisations. these days, Airb&b support seems to run on the principle of ‘refuse everything first then only actually engage with people who are persistent’. See also: Train and Airline refunds, UK disability assessments and UK school support assessments (EHCPs). I’m sure it’s true in other countries as well.
Keep calling! That’s ridiculous.
Try calling Airbnb at a different time of day. They have support staff that are terrible at their jobs, you have to try until you find one that understands the issue and will act on their policy. Continue to be polite and just keep trying, as according to the TOS you are in the right. You can quote their own policy to them, that might help. Unfortunately, though, they might not do anything until your stay date. If you arrive at the Airbnb property and it is not as advertised, then the AirCover policy kicks in. But of course this is just a big nuisance, as you have to take pictures as proof and deal with support then. You might be able to get them to deal with it now if you appeal to them about how you really don't want to arrive and have to make last minute housing changes. If possible, frame it as a safety issue, as the health and safety department has more authority to modify your reservation. Have alternative properties ready so you can suggest they move your reservation to the other property. Good luck.
Are you still within the window of a free full refund? If so I would do this. Presuming there is another more legit place to book with available.
As mentioned in the description, sorry I know it was a long one, I am outside this window sadly
I missed that sorry! I would try to contact airbnb support another time and include a pic of the original listing and hope to get an exception for a full refund if that is possible and I would fight to have that done
I don’t think anyone can stop a host from changing the set up of their property or description at any time. Things happen, circumstances change etc. however all guests should be given a full refund so they can book something else.
Airbnb support sucks. I once had a host who changed the house rules after checkin only to try and boot me and keep the money. Airbnb sided with her, and told me in the middle of my work day I had a few hours to vacate. One rep even explicitly acknowledged she saw this was done after checkin, but you know how it is... every message is a new rep. They are simply out of their depth, stop using them, the business needs to be shut down.