But you need to play by their rules - and even then, it isn't always easy. It is possible to get a refund or replacement accommodation from Airbnb when a rental isn't up to snuff. 'We are negotiating with another user's money and we are not there on the premises, so we do our best to work with both the host and the guest to find the most fair outcome,' Shapiro said.

He points out that guest refunds come directly from the host, and if the company seems to ask tough questions when people complain, it's because it must protect both hosts and guests. But some guests have been frustrated by the company's response when things don't turn out as advertised.Īirbnb Spokesman Nick Shapiro calls negative experiences 'extremely rare' on the service, but said that when they happen, Airbnb wants to get problems fixed and get guests into a better situation if necessary. She learned the owner had moved out and left very little behind - no couch in the living room and not enough kitchen supplies to put together a meal.Īirbnb can be a great way to save money and enjoy neighborhoods outside tourist districts - when things go well. 'The whole place felt like an abandoned afterthought,' Diane said. This was not what she expected from the listing. Instead, she ended up wasting the first few days of her trip on the phone with Airbnb customer service, and the unit's owner - who had provided a nearly empty apartment. She looked forward to spending the holidays meeting up with old friends and saving money by cooking for her family instead of eating out every night. I have a friend, I'll call her 'Diane.' Diane was excited to find an affordable two-bedroom Airbnb rental in Chicago.

Airbnb long term cancellation policy