Airbnb Claim for Compensation

Airbnb Claim for Compensation

What Airbnb did:
My husband and I were victims of a sex crime committed by the host’s son in an Airbnb in Mexico City. We had booked the private apartment for October 2 until October 10 but left on October 3rd after the crime occurred. After escaping the Airbnb despite the host’s son’s efforts to physically prevent us from leaving, we immediately called Airbnb and the local police.
The representative ***** I spoke with seemed alarmed by my report and asked for all the details. I offered to send video/photo evidence of the crimes, but she said ***** those would need to be sent to a member of the Safety team. She assured me ***** someone from the Safety team would be reaching out to me to request more information for the investigation, arrange for alternative accommodations in another Airbnb or a hotel, and help us find a resolution for the issue. After waiting for two hours with no callback, I called Airbnb again. I informed the representative ***** I was calling back after making a report with another agent. ***** representative found my case, looked over, and asked me for a few more details to add to it. They assured me ***** my report had been escalated to the Safety team and ***** someone would be contacting me within the hour. I confirmed my phone number to ensure ***** there would be no miscommunication. While my husband and I waited for Airbnb to contact us with assistance, we went to the police station to file a report and offer evidence. After spending over 10 hours at the police station in a foreign country, there had still been no contact from Airbnb. At 1am, scared and with nowhere to go, my husband called an extended family member who lived two hours away from Mexico City in Ecatepec, the most dangerous city in Mexico. With no other choice, we paid a taxi 2,000 pesos (approximately $100) to take us to my husband’s family’s house. The next morning, I had still heard nothing from Airbnb. I called Airbnb again to ask what was going on and why they had left us stranded. The representative transferred me over to another agent named Renee who was supposedly with the Safety team. I went over the events in great detail with Renee and explained the situation. She was very apologetic, admitting ***** Airbnb had dropped the ball on the situation. She told me ***** the member of the Safety team ***** I needed to speak with had actually reached out to contact me by email. I had not been checking my email due to the fact ***** I was told twice ***** I would receive a phone call. Upon looking at the email account registered with my Airbnb account, I saw an email from an agent named Jose from Monday, October 4th at 5:20AM asking for evidence. He had also informed me ***** my reservation was cancelled and, to add insult to injury, ***** I had been issued a *prorated* refund. He ended the email saying “If you prefer to discuss these details over the phone, please let me know and we’ll schedule a suitable time for a call. My working hours are between 5:00AM and 1:00PM CDT. However, please note ***** I will be out of the office on Tuesday and on Thursday (October 5th and 7th). You can reach me directly by replying to this email and we look forward to hearing from you soon.”

As it was already after his office hours, and he was out of the office from Tuesday until Friday, I told Renee ***** I needed my case to be transferred to another Safety team agent so ***** I could be attended as soon as possible. She said ***** she would speak to her supervisor to see if ***** was possible. She assured me ***** my safety was their priority. Renee offered to place us in another Airbnb and I told her ***** I would speak to my husband about it and see what he wanted to do. Renee wrote me through the application so ***** I could inform her if we did choose to go back to Mexico City to stay in a hotel. My husband was very traumatized by the event and told me ***** while he would have gladly accepted accommodation the day of the incident when we were in the city, he did not feel safe leaving the house to call a taxi back in to the city due to the fact ***** we were in the town with highest kidnapping and murder rates in all of Mexico.
I responded to Jose’s requests for evidence on October 4th at 4:46pm via email, attaching photo and video evidence. Jose never responded to assist in any way.
After reaching back out to Renee via the Airbnb app at 5:45pm to check on everything, she told me “I did check on ***** for you, and I think they have some cases ***** they are working with where guests are still on the property. I know this is difficult for you, but we also look at it from a physical safety point of view, as well, in how cases are assigned. I understand there still needs to be follow up for you, but I believe since you are out of the listing, they would consider you safe and out of harms way.”
On October 6th, someone named Gloria wrote me via the app to ask if I wanted help rebooking or if I needed any further assistance. I responded “Thank you for reaching out, Gloria. I have been waiting since Sunday for a call back from the security team and still have not received one. I expect a call today to rectify the harm caused by this situation. I received a call from the rebooking team, but I need a call from the actual security team who is investigating the case. Thank you.”
I received no response to my request for help, and on October 8th, I received an automated message saying “This support case is closed.” The case was closed with absolutely no resolution.
I have not heard from Airbnb since. No one ever followed up to investigate the case or offer any assistance. In fact, I am able to see ***** this listing stayed active even after the attack and ***** another guest named Bill left a review for it only two weeks ago. After taking some time to process the situation with my husband and seek psychological treatment, I am finally at a point where I am able to take action.
I am requesting the following financial compensation:
$188.76 – Full refund of booking
$100 – Cost of Taxi from south of Mexico City to Ecatepec de Morelos
$1,050 – Accommodations (Average cost of hotel in Mexico City- $150 x 7 nights)
$239 – Food (average daily cost of $17 USD per person, x by 7 days, x by 2 people)
$3,600 – Psychological Treatment (Average cost of session – $150, x 12 sessions, x 2 people)

Subtotal – $5,177.76

Subtotal Multiplied by 3 – Pain and Suffering

$15,533.28 total amount of compensation

In addition to financial compensation, I am demanding the following:
1. A thorough investigation into the incident
2. Permanent suspension of the listing
3. Notification to all guests who have stayed in this listing ***** they too may be victims.

Thank you,
Joshua Caleb Arledge

1. A thorough investigation into the incident
2. Permanent suspension of the listing
3. Notification to all guests who have stayed in this listing ***** they too may be victims.
4. Psychological Treatment for My Husband and I

Submitted by: Anonymous Airbnb customer in AUSTIN | Read more Airbnb complaints


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Airbnb Claim for Compensation

What Airbnb did:
After I completed 2 experience es as a host Airbnb canceled my booking. This took place about an hour after I completed the experience. This has placed me in debt and airbnb owes me over 20,000 pesos (MXN).

Submitted by: Anonymous Airbnb customer in Oaxaca de Juárez | Read more Airbnb complaints


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