July 24th, we arrived at an Airbnb and it happened to be double booked. The double booking was due to Airbnb system issues. We traveled thousands of miles, 24 people total, to Galvenston, TX. Airbnb customer support continuously disconnected our calls. They never responded to the many messages I sent. The host of the home was being unresponsive as well. The property manager stated that she saw the booking under my name and did not know the other family would be there. After calling the police, Officer Stewart confirmed that the house was double booked and suggested that we get a hotel for emergency shelter at that point due to a tropical storm coming to Galvenston. Officer Stewart has filed a report as well which I am obtaining currently.Our booking was from Friday, July 24th to Monday, July 27th. Airbnb finally reached out on Sunday, the 26th. The host would not cancel my stay and I had to involve Airbnb customer support just to get a full refund. Now I am requesting Airbnb to refund me the emergency hotel bill, however, they are only offering to pay the difference of the home and the hotel (around $400). We drove from GA, MO, and AL to TX with infants and medically fragile adults and the lack of support from Airbnb while we were stranded in Texas is unacceptable.
What would you like the company to do to fix the problem?
I want a refund for the emergency shelter I had to provide due to their negligence. ($3,652.60)
Submitted by: Anonymous | Read more Airbnb complaints
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