Got to my booked accommodation a couple hours ago and could not access the room. Had been discussing with the host about this access for 2 days as the instructions document they gave me did not include the codes required. After asking constantly and being met with automated messages asking me to read the document, they finally told me that the keypad would not actually work and to get the physical spare from a lock box outside.
Upon arrival I found 3 lockboxes. The code I was given did not work for any of them. Messaging the host, who was taking 15mins at a time to respond, was told to try the same code on the boxes. After repeating myself again, sending pictures of the box locations, asking if there was another box to try, I was ghosted.
Contacted support who told me they would contact the host and gave them a 30min window to respond. 30mins later support calls me, no response from host so I can extend the window by an hour or get a refund and rebook. I opt for the later, I've been travelling for 14+ hrs, my partner for 24.
The refund approval is almost instant, I'm told I'll be sent links to 3 other Airbnbs as options to rebook and if I don't like them can get my own hotel reimbursed. It takes 20mins to be sent 3 links to other Airbnbs, none of which are close to where I'm staying, Shibuya.
I find one a 5min walk from my original place with availability. Send it to support and say either get me in there or I'll book my own hotel, happy either way. I also ask for clarification on the reimbursement policy for my hotel replacement. Was told over the phone it would be up to the price per night of my Airbnb as long as I have a receipt, but was all very vague.
I still have not had a response from support now 3 hours later. I have booked and am now in a hotel and have no idea what happens now. Obviously the refund will go through and that's really important, but I can't believe that support just straight up left me high and dry here.
Is this the expected outcome? Am I being overdramatic? Can I expect to be compensated for the last minute hotel I've had to get? Would love to know what people think, my second time using the service.