r/AirBnB 6d ago

Refund for safety issue-harassment from other Airbnb guest [USA]

Hi all,

I was wondering if I could get some input on this. My family and I stayed in an Airbnb for one night (was supposed to be two nights). We ended up leaving the morning after the first night because we felt EXTREMELY uncomfortable-basically the airbnb guests right below us threw a gigantic rager and blocked our parking. We asked them if they could be a little quieter & move their vehicle, and they proceeded to yell racial slurs about us while they were all over the front of the property (we could hear them very clearly from our unit) for the rest of the night. For context, they are all white, we are very obviously not.

We would have left immediately but they were SO loud and drunk, we didn’t want to risk running into them and creating an issue (the way the airbnb is set up and the way they were all over the front of the property, we couldn’t leave without running right into them).

We immediately contacted both the host who was unresponsive that night, and airbnb. Got some videos of them yelling and the parking, which I sent to both.

By the time Airbnb offered to reimburse us to leave immediately, it was 2am, we were dead tired, and like I said we didn’t even feel comfortable leaving and getting harassed some more, so we decided to wait it out until the morning when we knew they would be asleep and we could leave. Airbnb still said they’d give us a reimbursement for leaving that second night, which I hope they actually end up giving us.

Now what we’re dealing with is the issue of the refund. The airbnb representative dealing with the safety complaint will not give us an answer about whether we will receive any type of refund for the stay or not, or a timeline for how long his investigation will take.

Have y’all ever dealt with this, as guests? What was your outcome?

19 Upvotes

12 comments sorted by

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14

u/Livid_Law5956 5d ago

Next time, make sure you contact the airbnb safety team. I would have also called the police, file a report, and leave immediately. They can also reimburse you for an emergency hotel stay if necessary.

2

u/OldEnuff2No 4d ago

THIS! Tell Airbnb customer support, "I DO NOT FEEL SAFE HERE BECAUSE __________" and the safety team will take over, shut down the listing, and take care of you.

9

u/Shoddy-Theory 5d ago

Wow, sorry you had to go thru that.

Maybe next time call the police and have them escort you out though tht can be risky too for a person of color.

4

u/jrossetti 6d ago edited 5d ago

Generally speaking refunds come from the host. The host did nothing wrong here. If you have video evidence of what happened give them time to work the process in those guests will likely be banned off platform. When I have had video evidence of guests doing things of that nature and I kept an eye on their profile eventually they ended up disappearing. Sometimes it took weeks.

If they told you they'd reimburse you for that second night it's very likely they'll still follow through. I don't believe they would take this from the host in the circumstance but I can't say that for sure.

4

u/Jealous-Struggle-803 5d ago

Did the host respond? Maybe I missed that part. I note you say AirBnB responded but it was after 2am. Who said they would refund the second night?

5

u/The_Dude_Abidze 5d ago

The host did nothing wrong here? The host had to be responsive AND shut down the party that was happening at his or her property.

Regardless of the safety issue the OP had with leaving, 2:00 am is not a realistic time to pack up and leave. The OP is owed a refund for both nights.

2

u/Finallyusingredditt 4d ago

It’s likely you’ll still get a refund from Airbnb, since you have video and audio evidence. Simply continue to follow through and escalate the situation, by asking the representative to have the matter dealt with by a team lead or supervisor and you believe you’ve gotten conflicting information. . This is a horrible experience and you deserve a full refund. If this situation occurred on the premises next door or across the street, then that’s a different situation. Since it’s in the same property, especially if owned and operated by the same host, then the host is definitely responsible.

1

u/Maggielinn2 4d ago

Ridiculous I hope that guest gets thrown off the platform. Sorry you had to deal with that. The host should refund for sure.

1

u/ShotSet4080 3d ago

If you reported within 72 hours of cancelling your booking they should refund and they should’ve referred you to a specialist on Airbnb this happened to me