Bhg
  • Shop
  • News
  • Food
  • DIY
  • Garden
  • Renovating
  • Decorating
  • Health
  • TV
  • Hard to Find
Bhg
  • Shop
  • News
  • Food
  • DIY
  • Garden
  • Renovating
  • Decorating
  • Health
  • TV
  • Hard to Find
Subscribe
  1. Home
  2. Travel

What to do when your Airbnb goes wrong

Don’t let it ruin your holiday. - by Laura Barry
  • 09 Jul 2018
What to do when your Airbnb goes wrong

The share economy has taken off in Australia, and Airbnb, like Uber, is growing at an exponential rate thanks to being more affordable than more traditional options.

According to independent monitoring website Inside Airbnb, in 2017 Airbnb listings in Australia grew from 43,610 in 2016 to 89,863, and Airbnb guests contributed up to $1.6 billion to Australia’s GDP. In fact, in the past 12 months there has been an 87 per cent increase in total listing across Australia, so clearly, we’re favouring share economy accommodation options over hotels. But, what do you do when an Airbnb booking goes wrong?

If your reservation is cancelled by the host

Depending on when the cancellation occurs, you have two options: request a refund or transfer the value to a new booking. Airbnb should email you with these options upon the cancellation being made, and occasionally Airbnb will provide those whose reservations have been cancelled with a small monetary credit towards a new booking depending on circumstances.

If your Airbnb doesn’t actually have what was offered in the listing

If you discover there is no WIFI connection or laundry facility when the listing clearly advertised there was, the first thing you should do is contact your host and double check you haven’t overlooked the missing facility, or allow them to rectify the situation. Should you still be left in the lurch, put together a folder of supporting documents such as photos, the original listing and emails or text messages from your host and contact Airbnb within 24 hours of check-in to see if you are eligible for a refund, or if Airbnb an arrange alternate accommodation for you. This solution also applies when you can’t get into the property or if it hasn’t been appropriately maintained. Use the Airbnb messaging function so the company has access to your conversation as evidence. If you’re unsure, check the guest refund policy.

Woman walking into room
Getty

If you’re the victim of an Airbnb scam

Although rare, Airbnb scammers do exist. A tell-tale sign is being asked to pay the host off the Airbnb platform. Should you suspect a listing of being a scam, contact Airbnb. As long as you follow the guidelines for payment supplied by Airbnb, you should be covered for a refund should something go wrong.  

You lost your key, or locked yourself out of the property

Call or text your host as soon as possible, as most experienced hosts will have a backup key. However, keep in mind that should you lose keys or other access passes, you may be charged for a replacement from the security bond – if you paid one.

Airbnb host meets guest
Getty

If your host writes a bad review about you

You have 14 days to write a response to the review that will be publicly posted under the host’s review.

You might also like:

Four things to check before renting an Airbnb

Airbnb's latest change could save you money 

Here's where you will be travelling in 2018 

  • Travel
  • Better Life

Treat yourself to a subscription-Save up to 25%

Plus, your chance to win

Subscribe Now
Treat yourself to a subscription

Treat yourself to a subscription-Save up to 25%

Plus, your chance to win

Subscribe Now
Treat yourself to a subscription

Recommended to you

YOU’LL NEED A WEDGE TO HANG THAT DOOR
Watch 6:32

YOU’LL NEED A WEDGE TO HANG THAT DOOR

{headline}

{headline}

10 of Australia's most unique Airbnbs

10 of Australia's most unique Airbnbs

How to keep your Airbnb property booked all year round

How to keep your Airbnb property booked all year round

A ROOM WITH A VIEW:  Adelaide Accommodation At Its Best

A ROOM WITH A VIEW: Adelaide Accommodation At Its Best

Seven steps to take before going on holiday

Seven steps to take before going on holiday

{headline}

{headline}

You can now book a stay in Bluey's iconic home

You can now book a stay in Bluey's iconic home

Reno expert Cherie Barber is revamping an old Byron Bay resort

Reno expert Cherie Barber is revamping an old Byron Bay resort

The top 10 best holiday and water parks in Australia

The top 10 best holiday and water parks in Australia

{headline}

{headline}

10 of Victoria's best camping spots

10 of Victoria's best camping spots

Best holiday destinations in Australia for couples

Best holiday destinations in Australia for couples

You can now stay in a Toy Story-themed Airbnb

You can now stay in a Toy Story-themed Airbnb

This is Australia's best holiday home for 2020

This is Australia's best holiday home for 2020

Bali Bliss!

Bali Bliss!

How to beat the back to work blues

How to beat the back to work blues

The best kid-friendly tourist attractions in Australia

The best kid-friendly tourist attractions in Australia

Bhg
  • About Us
  • Subscribe Today
  • Contact Us
  • Terms and Conditions
  • Privacy Policy
Bhg Magazine Subscribe
  • About Us
  • Subscribe Today
  • Contact Us
  • Terms and Conditions
  • Privacy Policy

Brands

  • All Recipes
  • BHG Shop
  • Girlfriend
  • Home Beautiful
  • New Idea
  • New Idea Food
  • Practical Parenting

Our Network

  • marie claire
  • Beauty Crew
  • Who
  • Women's Weekly Food
  • Bounty Parents
  • That’s Life
  • Perth Now
  • The West Australian
  • 7Plus
  • 7mate
  • 7NEWS
  • 7Sport
  • Sunrise
  • Starts at 60
  • Hard to Find
© 2022 Are Media PTY LTD
All products are independently selected, tested or recommended by our team of experts.If you buy something, we may earn an affiliate commission.
Get more from Better Homes and Gardens

Magazine Subscription Offer

Treat yourself to a subscription-Save up to 25%

Shop This Offer
Treat yourself to a subscription