After that, they were able to find a villa for the rest of their holiday, but in total they were £1,700 out of pocket.Įventually, Damian was able to get through to Airbnb.

The only villa they were able to find at short notice was available for just one night – at a cost of €395 (£350) – and then they had to move and unpack again 24 hours later. “Due to the late notice and the need to rent a new three bed villa the cost to us far exceeded the original cost.” “We had no reply from the host or Airbnb to repeated phone calls, so we slept in the car until we found emergency accommodation,” says White. Unable to find anywhere else to stay and with the night closing in, the White family were forced to spend the first night of their holiday trying to catch a few hours sleep in their small hire car. Calls to the owners went unanswered, and they could not get through to Airbnb. The property was locked up and unattended. At the villa, no one was there to welcome them or give them the keys.

Airbnb refund policy bad experience