We have all seen the Airbnb horror stories. Fake listings, last-minute cancellations and no refunds. These horror stories are well known around the world, but the vast majority of hosts are operating safely and professionally without issue. But just like all industries, there are always a few bad apples. There are a few things you can do to help minimise the risk.
The first thing you need to understand is they are NOT Airbnb's, they are in fact Short Term Rentals. Calling accommodation an Airbnb is like calling all tissues Kleenex. Airbnb, like Kleenex, is just a powerful brand. There are plenty of other sites renting Short Term Rentals, such as Expedia and Booking.com
Here are a few things you need to know about booking on the Airbnb platform.
1. Airbnb is merely a booking platform connecting you with the property owner or host. Airbnb does not own these properties. In most horror stories, it's the host's responsibility, not Airbnb. Property owners set the price, cancellation and refund policies and manage your arrival and departure. Airbnb only manages your payment and then forwards these funds to property owners less their commission fee.
2. Before you book an Airbnb, check out the properties reviews. Go directly to the reviews with low star ratings and check out any negative comments. Check to see if any negative reviews relate to your circumstances or concerns.
3. Read the cancellation policy in detail. Do not just flick through it. Just because you could cancel one Airbnb with a full refund, doesn't automatically mean other properties have the same policy. All Airbnb properties are owned by different people, with different circumstances and different policies.
4. Don't be afraid to send the Host a message on Airbnb first and ask direct questions. Like, 'If we can not travel due to COVID can we get a refund". At all times, try to be polite and engaging with your host, remembering they are most likely very protective of their asset too. Be understanding that in most cases this is their business, not just a hobby.
5. Always, always communicate with Hosts on the Airbnb platform. Once you proceed with your booking, do not email the property owner directly off the platform even if they ask you to. Why?, because if things go wrong and a dispute arises, Airbnb will have full access to the communication between you and the host. This is super important because in many cases Airbnb will not accept direct communication as evidence.
6. Before you book, Airbnb will not provide you with the Hosts details such as an address, phone number and email address. The reason is Airbnb simply doesn't want you to be able to contact the owner before payment that might result in you booking directly, therefore, bypassing their commissions and revenue. Once your booking and payment are confirmed, you'll have access to more Hosts details.
7. Once booked, don't be afraid to call your host to introduce yourself. Reassure them you are respectful when travelling and look forward to your stay. This helps build a better personal relationship with your Host and you'll get a better understanding of who you are dealing with.
8. Touchbase with your Host via the platform a couple of weeks before your arrival to ensure everything is still okay with your booking. This again creates a digital trail of communication with your Host that Airbnb can clearly see should an issue arise.
9. If you, unfortunately, have a bad experience and need to contact Airbnb Customer Service, be sure to take plenty of photos of the property and the issue. Do not cancel your booking on the Airbnb system. Contact Airbnb Support and lodge a complaint and wait to be contacted. Airbnb Customer Service is not known for its speed so you'll need to be patient. Don't let your Host talk you into cancelling your booking from your end until you have spoken with Airbnb. Again, super important.
The vast majority of Airbnb transactions are completed without issue. You may be disappointed slightly with the view or the size of the kitchen, but the major horror stories are rare, they do unfortunately tend to make the news far greater than all the successful transactions.
About the Author
The author of this blog, unless otherwise noted has no affiliation with any property or business linked in this blog. Unless otherwise noted, there is no free accommodation or payment from any businesses mentioned in this blog. The information contained in this blog is strictly the views of the author and not professional advice. The author of this BookDirect blog is a travel and tourism professional with over 30 years of experience in international hotel management, global travel, short-term rental management and a tourism awards judge specialising in accommodation and attractions.
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