A FAMILY of 12 booked a holiday home for a honeymoon – but were left ‘stranded on the side of the road’ after a shocking discovery upon arrival.
The listing photos showed a plush villa arranged around a palm tree-lined swimming pool in Byron Bay, Australia.
Instead, they found a construction site where the “shell” was being renovated.
Viral videos show bare rooms with no flooring and a stove on the porch waiting to be installed in the empty kitchen.
They immediately called Airbnb — which boasts of its “community support team” that is “available 24/7 to help.”
But TikToker Renee, who posted the videos online, was furious: “When they called you for help, you accused them of lying, wouldn’t help find another place to stay and wouldn’t give them a refund.
“They literally abandoned 12 people and three children under the age of three on the side of the road.”
Renee said her sister and 11 other relatives traveled to Byron Bay for a wedding and paid in advance to rent the house for a week.
They had to try desperately to find alternative accommodation at the last minute.
Days later, an Airbnb supervisor offered them a 30 percent refund on three of the seven paid days, a screenshot shows.
Renee said, “I will NEVER use them again. Makes absolutely no sense.
“The family had to spend nearly double the original booking to get a last minute booking in one of the few vacancies.”
She said “the lack of response” from Airbnb “made it a lot worse”.
And she added: “The landlord in this case is the one who is at fault.
“We just wanted Airbnb to respond fairly to the refund and apologize.
“We will never book through them again. We understand mistakes happen, but her reaction was TERRIBLE and completely lacking in compassion.”
A follow-up post reveals that Airbnb later agreed to give them a full refund – after the first videos were viewed more than half a million times.
A member of the “escalation team” wrote: “After careful consideration and taking into account the circumstances, I will process the remaining refund for your alternative reservation.”
Renee said it was only the power of social media that prompted the US giant to resolve the complaint.
“It’s crazy that a company needs social media to do the bare minimum,” she said on TikTok.
We reached out to Airbnb for comment.
The company told news.com.au: “We were disappointed to hear about this experience and have given the guest a full refund and rebooking assistance.
“We have taken appropriate action against the host while we further investigate and have reached out to the guest for further assistance.
“In the rare event that something is not as expected upon arrival for a stay, our community support team is available 24/7 to help.”
https://www.the-sun.com/news/6370857/airbnb-stranded-shocking-discovery-wedding/ Our Airbnb hosts left us STRANDED when we made a shocking discovery shortly after we arrived – our honeymoon was ruined