Misled in Madrid - My Airbnb nightmare - Complaint about Airbnb - A Spokesman Said

Misled in Madrid - My Airbnb nightmare

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Oscar Watkins

30/07/2017

Misled in Madrid - My Airbnb nightmare

Complaint about Airbnb

I have had good experiences with Airbnb. It was therefore a surprise that in my first encounter with their customer service team I found Airbnb unwilling, bewildering, and refusing to follow their own terms and conditions. We booked what seemed to be a charming and basic apartment, advertised as having all the essentials and more: Air conditioning; Basic household supplies; A sofa bed (great for an afternoon siesta!); An iron and ironing board (perfect for our longer trip); And free breakfast, advertised in the title of the listing (what a bonus). This seemed like a great offer, and all for the same price as a decent hotel. It is understandable then that we were surprised to find that we had been mislead when we arrived in our apartment. We realised that: The AC had broken, and was replaced with an extremely noisy replacement, that hardly worked. What's more, there was only AC in the bedroom. It's nearly 40 degrees c in Madrid. The breakfast was nowhere to be seen. The host had provided one toilet roll, and there wasn't even a coffee pot for making coffee. The iron was stored in long term storage, and was dangerous to access. The sofa bed was broken, and couldn't even be used as a sofa let alone a bed! We assumed that Airbnb's friendly persona would lend itself to a helpful customer service experience. Again, we were dissapointed. Airbnb have refused to refund us for our trip, and have instead offered us a paltry Airbnb gift voucher to spend on another trip. Not only do we have to siesta in the summer heat, but we have to do so in the knowledge that we are paying a fortune to do so. Why won't Airbnb follow their travel issue policy and offer us a refund? We should have saved our money and booked a hotel that we can trust!

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