Holiday Horror: Airbnb and Booking.com Users Battle for Refunds Over Wrong Accommodations

The century-old oak crashed down on the very first day of his vacation. James and his partner Andrew had just finished breakfast moments earlier, causing a ruckus with tables and chairs that ended up damaging the windshield of a rental car on the terrace.

Their Airbnb cottage in Provence, France, was entangled in branches that shattered the living room windows and breached the roof. “I was convinced there was a ceiling above us,” James remarked. “If it had fallen moments earlier, we could have been seriously hurt or killed.”

A day was needed for the host to clear the tree from the cottage and make temporary repairs, but the shaken couple opted to book a hotel for the remainder of their vacation, concerned that their accommodation might be structurally compromised.

Airbnb showed little concern. “I understand this has caused you inconvenience,” was the start of countless identical AI-generated replies before the comical, unresolved case was ultimately labeled as “keep safe.”

The host also seemed unbothered. “All that happened was you heard a loud noise and saw the tree on the terrace,” she responded to their refund request. “You chose to remember worries and trauma instead of celebrating unique experiences.”

Now that summer has passed, the tale of Holiday Horror Story is overflowing on Guardian Money.

Unfortunate travelers report being stuck or locked out of accommodations—whether real or not—and facing issues during mysterious nights in unknown cities. Accounts of dirty rooms, unsafe items, and illegal sublets abound. A common binding factor for these ruined trips is that they were booked via online platforms that deny refunds.

The rise of services like Airbnb and Booking.com has encouraged travelers to plan multiple getaways. These companies showcase their expansive global real estate in efforts to fulfill wanderlust on a budget.

However, consumer protections have not adapted alongside this growing industry.




The 100-year-old oak, which struck during James and Andrew’s stay in Provence.

Package deal customers have legal protections for travel nightmares as outlined in Package Travel and Linked Travel Arrangements; however, those booking accommodations through third-party sites often find themselves at the mercy of the host.

While some platforms promote extra protections, your agreement lies with the accommodation provider.

James and Andrew had spent £931 for a week at Proven Zal Cottage. Feeling unsafe upon returning, he switched to a hotel. They remain unsure if the damaged rental car liability falls on them. Nonetheless, Airbnb’s Air Cover pledge to refund customers in the event of serious rental issues, indicated that it was up to the host to grant any refunds, according to the host who insisted that Airbnb made the decision.

After 10 weeks of automated responses to James’ complaints, Airbnb decided to close the case, stating that the matter had dragged on for far too long. The host concluded that repairs totaled 5,000 euros (£4,350) and offered no reimbursements. Instead, she suggested the couple should celebrate their survival and “turn the event into a beautiful story.”

Eventually, Airbnb issued a full refund along with a £500 voucher after scrutiny of its health and safety policies. A spokesperson expressed, “We apologize for the initial handling of this case, which did not meet our usual high standards. We will conduct an internal review.”




The sightseeing time for one Booking.com customer was cut short due to a broken lock. Photo: Alejandro García/EPA

I was trapped

Kim Pocock booked a flat through Booking.com for a two-night stay in Barcelona. She and her daughter found themselves locked inside for almost the entire duration of their only day in the city due to a malfunctioning front door security lock.

“The host sent a maintenance man, but he couldn’t assist,” she recalled. “Eventually, a locksmith arrived, attempting to access the lock from the outside. He even had to purchase rope, which he used to hoist tools up to our window.”

Pocock sought a full refund for the stress and ruined trip. Booking.com informed her that it was up to the host to decide. Not only did the host refuse, but they also deducted a deposit of 250 euros to cover the replacement lock. Although that sum was eventually returned by Booking.com, Pocock felt the burden of the 446 euro rental fee.

“Had there been an emergency during our confinement, our lives would have been at significant risk, yet the hosts blamed us for using the lock,” she lamented.

Another Booking.com customer, Philip (name withheld), found himself locked out of a London flat he had booked for £70 just as he was about to check in. The owner informed him that he was abroad and suggested Philip find alternate accommodations for the night. Consequently, he spent an additional £123 at a hotel, only to face four months of futile efforts to obtain a refund.

“Booking.com essentially claims there’s nothing they can do because the owners are unresponsive,” he remarked. “I can’t comprehend how businesses can function this way without any accountability. The additional twist is that the property is still listed on the platform.”

Following intervention from Guardian Money, Booking.com refunded both customers. The platform confirmed that the host who had locked Philip out of the rental could not be reached. When questioned about why problematic accommodations are not delisted, the response was that they rely on guest feedback to ensure property suitability.

Reviews do not always tell the complete story. A consumer group reported last year that Booking.com’s default system shown reviews classified as “relevant,” which makes it easy for users to miss a surge of recent reviews that indicate a listing might be a scam or unavailable.

Booking.com responded by stating that it allows customers to sort reviews by newest or lowest ratings to facilitate informed decisions about the property.

Is it the same? The report noted that listings frequently flagged as fraud were still present. Booking.com responded by affirming that it relies on hosts to adhere to their terms of service and maintain up-to-date availability.




Booking.com insists that customers must review guest feedback to ensure the property is “suitable.” Photo: Dado Ruvić/Reuters

Grey Area

The issue for travelers who receive substandard services is that their contracts are with the accommodation providers rather than the booking platforms.

Both Airbnb and Booking.com claim they will assist in finding alternative housing during emergencies, but securing compensation for a problematic stay is a more complicated battle. Both platforms generally rely on hosts to act responsibly.

Consumer advocate and journalist Martin James argues that the sector requires stricter regulations. “With online platforms essentially policing themselves, if a dispute isn’t resolved, your only option is legal action,” James explains. “But who would pursue that? There’s a contract between you and the host, meaning you need to initiate legal steps in your own country.”

He adds, “You might contend that the online marketplace has failed to manage your complaints adequately, but pursuing this is a legally ambiguous matter. Both companies are registered abroad and have substantial resources.”

The Digital Markets, Competition and Consumer Act, which came into effect in April, mandates online platforms to “exercise professional diligence” concerning consumer transactions promoted or conducted on their platforms.

A DBT spokesperson stated: “This government supports consumers and has implemented stringent new financial penalties for breaches of consumer law to safeguard people’s money.”

They further stated: “Companies providing services to UK consumers must adhere to UK legislation. We have strengthened their competitive stance and market power to ensure they face significant penalties for non-compliance.”

Source: www.theguardian.com

‘In New York, the battle to resist Airbnb regulation: Balancing love for your dog with dealing with a rude roommate’

UUntil recently, visitors to New York essentially had two options. A hotel room or a short-term rental platform like Airbnb. But in September 2023, the city began enforcing a 2022 law that prohibits people from renting a home for less than 30 days (unless the host stays in the home with a guest).

Currently, hotel rooms are the only legitimate option for people visiting the city, but they are out of reach for many. Most Times Square hotels don’t have rooms for less than $300 a night. Searches on Thursday, May 2nd found Muse for $356, Hampton Inn for $323, and Hard Rock for $459 (but due to dynamic pricing, these can change regularly). They become more expensive. Hotel prices rose at twice the rate of inflation from the first quarter of this year to the first quarter of 2023, said Jan Freitag, an analyst at real estate data firm Coster Group.

Many visitors and New Yorkers are turning to the underground rental market, where Facebook groups, Craigslist posts, Instagram listings, and reviews have become the go-to for finding short-term rentals in the five boroughs.

If you have friends in New York, you’ve probably seen their Instagram stories. “Hello everyone! I’m renting out my room in my 5-bed apartment to him again for 4 days over Easter! I have to deal with a dog and a rude roommate! DM me if you’re interested!”

Other travelers headed to New Jersey, making the kaleidoscopic city across the Hudson the nation’s fastest-growing Airbnb demand market, according to analytics site AirDNA. Other companies are snapping up hotels, which are expected to become even more expensiven the coming years. For many tourists, a good answer to the so-called Airbnb ban has not yet been found.

Yoya Busquets, 56, had been considering an Airbnb in New Jersey, but she really wants to stay there when she visits from Barcelona with her husband and two teenage daughters in early September. . She took a quick peek at her Facebook, where she chatted on Messenger with some people advertising short-term rentals. The last time she visited New York was in 2012, when she stayed at an Airbnb in Brooklyn, and she hopes to have a similar experience. She might get lucky.

“I’ve been in contact with a girl who has a room available for a week, and it’s listed on Airbnb as in New Jersey, but when I contacted her, she said it was in Brooklyn,” she said.

The apartment happened to be close to the area she had previously stayed in and was within her $160 per night budget. Considering the cost of a hotel and the space her daughters needed to relax after a busy day, it was the best option she found. But that setup is probably in violation of the new law, which is why the apartment is listed in Jersey.

Williamsburg Bridge in Brooklyn. For a hotel, “you have to pay about $400 a night, and we don’t have that kind of money,” said one New Yorker who tried to accommodate his parents. Photo: Ryan DeBerardinis/Alamy

AirDNA, which tracks data from short-term rental sites like Airbnb and Vrbo, says listings for stays of less than 30 days have declined by 83% since August 2023, when the regulations began taking effect. At one time in New York City he had 22,200 short-term properties available. That number currently stands at just 3,700, according to AirDNA.

Tesin Parra, 24, was looking for a job that would allow her to continue living in the United States after completing her thesis and classes, while also looking for a place for her family to stay as she graduates from New York University in May. Program for Journalism.

“This is their first time in New York City, so I want them to have a good experience,” Para, who is originally from India, said of her parents and grandmother. “She wanted to do an Airbnb so she could also cook,” she said.So she was disappointed when she learned that short-term rentals weren’t really an option anymore.

Parra wants a place with space for her family to gather. As a sign of her gratitude and respect, she wants to cover the cost of her family’s accommodation and has budgeted around $200 (£160) per night for a week-long stay.

“I’m kind of stuck as to what to do,” Parra said. “Probably a hotel, but I’d have to pay about $400 a night, and I don’t have that kind of money.”

Now, with the double stress of finishing school and facing hotel bills she can’t afford, she’s at a crossroads. She either chooses a hotel, has her parents pay for it, or rents something short-term, which is technically impossible in New York. Legal?

Without the accountability and protection that platforms like Airbnb offer, avoiding scams when searching for short-term rentals has become the norm. So Pala skipped scanning his Craigslist altogether. Currently, she is considering booking an Airbnb in New Jersey, but she worries that the local PATH train traffic will be an inconvenience for her grandmother.

This regulation was passed with the goal of keeping rent prices in check for New Yorkers by putting apartment inventory back on the market, but it is often important for New York renters and homeowners who lived in apartments while still living in apartments. It also cut off a major source of income. Where they were when they were out of town. Some New Yorkers are still looking for ways to bring in funds.

Kathleen, whose last name is withheld for privacy reasons, only recently began renting an East Village apartment on the underground rental market. The 29-year-old travels frequently for her personal finance job and to visit her family in North Carolina. According to her, she’s out of town for about four months a year, and of course, she still has to pay $2,600 a month in rent while she’s away. To make up for some of her lost money, she started connecting with undocumented people through Facebook groups.

In 2015, Airbnb protesters gathered at New York City Hall. Photo: Shannon Stapleton/Reuters

“I thoroughly vetted a lot of people,” she said, voicing concerns about how her space would be treated given the lack of protection that short-term rental platforms offer hosts. I made it. She has two guests: her. One is a weekend visitor, the other stays at her apartment for three weeks in the summer. They pay her $50 a night.

“I always have a side hustle,” she said. “If I can make extra money, why not make extra money? I live in a great place. I thought it would be a nice, cute place.”

This is the spot where a visitor like Juan José Tejada could become a champion. Tejada, a wellness influencer from Bogotá, Colombia, is visiting New York for nine days in July with his best friend. He began his location search by looking at hotels, but he soon realized they were too expensive.

“I’m 25 years old. I’m traveling with my best friend. And, you know, we don’t have that much of a budget,” he said. At the suggestion of a cousin who lives in the city, Tejada used Facebook to search for short-term rental properties. What he discovered was four times his budget of $100 to $200 per night. But that wasn’t the only problem.

“When I was looking for short-term rental properties, the payment situation was a little tough,” Tejada said. Not in Colombia. “

Tejada and her friend ended up booking a hostel called Hi New York City on the Upper West Side, which cost about $55 a night for a bunk room with a shared bathroom. was. Tejada said she considered Airbnb, which has an on-site host, but couldn’t find a suitable option. It’s not the apartment he dreamed of breezed in and out of as if he were a local, but it’s good enough.

People are coming up with their own solutions for short stays. On Instagram, there are accounts like Book That Sublet NYC, where over 4,000 followers tune in to frequently posted daily and weekly sublets, as well as endless “sublets.”Book my apartment!“, or an apartment exchange callout shared on Instagram Stories. And there are long-standing apartment exchange sites like HomeExchange and HomeLink that offer visitors another way to get their foot in the door of a city apartment.

Supporters of the new regulations thought that limiting short-term rentals would bring long-term rentals back onto the market and perhaps help lower rents in the notoriously expensive city. Jamie Lane, chief economist at AirDNA, said after nearly seven months, there was still no widespread impact.

Jonathan Miller, CEO of appraisal firm Miller Samuel, said that although a small number of apartments have returned to the rental market since the law was changed, mortgage rates remain high and mortgage rates are declining. He explained that this is because it has been gradually increasing since its inception. In 2017, prospective buyers refrained from making purchases for the time being, and rents rose.

Parra, a New York University student, doesn’t think the regulations are the most effective way to address New York’s housing crisis. “I don’t understand how this regulation makes sense. Not in terms of relieving the burden of the number of Airbnbs, but considering that New York City is an immigrant city. ‘Is it fair?’ she said.

But Busquets, who will be visiting in September, has seen firsthand the impact of tourism and short-term rentals on the world-renowned destination.

“I come from a city where the Airbnb craziness is actually displacing local residents and people who have lived there for years,” she said. “The owners wanted to keep people who were there just for short-term rentals because it was more profitable.”

Busquets said Airbnb made Barcelona uninhabitable and she eventually left for the suburbs herself. She added: “It’s changed. It’s not the same city it was 10, 15 years ago.”

Source: www.theguardian.com

Consumer Affairs: Airbnb host raises prices by 39% following reservation

My daughter used my credit card to book a 5-month stay using Airbnb after taking an internship in Toronto. After the host accepted the booking, she received an email saying the entire stay had increased by £4,000 for her (plus 39% for her).

In a panic, she canceled because she couldn’t afford to pay the extra fee. Airbnb took it. There is a £1,962 handling fee plus £682 cleaning fee and tax. Her daughter canceled immediately, so it is unlikely that your reservation will be lost.

Airbnb endlessly cites its terms of service. I asked the host to give me the money back, but he said he wouldn’t give it back. Feels as if it helped this guy perpetuate something. Seems like a scam.

JS,

on mail

I’m surprised Airbnb didn’t resolve this issue in your favor before I got involved. You were asked to pay an additional 39% after booking – seriously? Fortunately, the company has now refunded you the full amount.

I was told that I should have declined the host’s request for additional fees. In that case, it was up to the host to decide whether to proceed at the original rate or cancel.

You wonder who at the company came up with the terms and conditions that allow for such a request, but all’s well that ends well. I hope your daughter enjoys Toronto.

We welcome letters, but cannot respond individually. Email us at Consumer.champions@theguardian.com or write to Consumer Champions, Money, the Guardian, 90 York Way, London N1 9GU. Please enter a phone number where you can be reached during the day. Submission and publication of all letters is subject to our Terms of Use.

Source: www.theguardian.com

Airbnb prohibits hosts from using indoor surveillance cameras in rental properties

Airbnb has announced that it will prohibit the use of indoor surveillance cameras in rental properties worldwide by the end of next month.

The online rental platform, based in San Francisco, stated that it aims to “simplify” its security camera policies while emphasizing privacy. This policy change will be implemented on April 30th.

Juniper Downs, Airbnb’s Community Policy and Head of Partnerships, stated in a prepared statement, “These changes were made in consultation with guests, hosts, and privacy experts, and we continue to solicit feedback to ensure our policies work for our global community.”

Previously, Airbnb permitted indoor surveillance cameras in common areas like hallways and living rooms, as long as their location was disclosed on the property page. With the new policy, hosts can still use doorbell cameras and noise decibel monitors in common areas, but they must make the devices’ presence and location known. Outdoor cameras monitoring indoor spaces are now prohibited.

Reports from Airbnb guests have highlighted instances of hidden cameras in rental rooms. Downs anticipates that this policy change will impact only a small number of hosts, as most Airbnb properties do not have indoor surveillance cameras. Any host found to violate the new indoor camera policy risks losing their Airbnb account.

In its fourth-quarter earnings report last month, Airbnb stated that demand remained strong, with bookings and revenue on the rise.

Source: www.theguardian.com