What you need to know about booking an Airbnb
- Book Direct
- Apr 15, 2022
- 3 min read
We have all seen the horror stories about Airbnb. Fake listings, last-minute cancellations and no refunds. These horror stories are well known around the world, but the vast majority of hosts operate safely and professionally without issue. But just like all industries, there are always a few bad apples. There are a few things you can do to help minimise the risk.
First, you need to understand that they are NOT Airbnbs; they are short-term rentals. Calling all accommodation, an Airbnb is like calling all tissues Kleenex. Airbnb, like Kleenex, is just a powerful brand. Plenty of other sites, such as Expedia and Booking.com, offer short-term rentals.
You need to know a few things about booking on the Airbnb platform.
1. Airbnb is a booking platform connecting you with the property owner or host. Airbnb does not own these properties. In most horror stories, it's the host's responsibility, not Airbnb. Property owners set the price, cancellation and refund policies and manage your arrival and departure. Airbnb only manages your payment and then forwards these funds to property owners, less their commission fee.
2. Before you book an Airbnb, check out the property's reviews. Go directly to the reviews with low star ratings and check out any negative comments. Check to see if any negative reviews relate to your circumstances or concerns.
3. Read the cancellation policy in detail. Do not just flick through it. Just because you could cancel one Airbnb with a full refund doesn't automatically mean other properties have the same policy. All Airbnb properties are owned by different people with different circumstances and policies.
4. Don't be afraid to send the Host a message on Airbnb first and ask direct questions, like, 'If we can not travel due to COVID, can we get a refund?' Always try to be polite and engaging with your host, remembering that they are most likely very protective of their assets, too. Understand that this is usually their business, not a hobby or side hustle.
5. Always, always communicate with Hosts on the Airbnb platform. Once you proceed with your booking, do not email the property owner directly off the platform, even if they ask you to. Why? If things go wrong and a dispute arises, Airbnb will have full access to communication between you and the host. This is super important because, in many cases, Airbnb will not accept direct communication as evidence.
6. Before you book, Airbnb will not provide you with the Host's details, such as an address, phone number, and email address. Airbnb simply doesn't want you to be able to contact the owner before payment, which might result in you booking directly, therefore bypassing their commissions and revenue. Once your booking and payment are confirmed, you'll have access to more Host details.
7. Once booked, don't hesitate to call your host to introduce yourself. Reassure them you are respectful when travelling and look forward to your stay. This helps build a better personal relationship with your Host, and you'll better understand who you are dealing with.
8. Touch base with your Host via the platform a couple of weeks before your arrival to ensure everything is still okay with your booking. This again creates a digital trail of communication with your Host that Airbnb can see should an issue arise.
9. If you, unfortunately, have a bad experience and need to contact Airbnb Customer Service, take plenty of photos of the property and the issue. Do not cancel your booking using the Airbnb system. Contact Airbnb Support and lodge a complaint, and wait to be contacted. Airbnb Customer Service is not known for its speed, so you must be patient. Don't let your Host talk you into cancelling your booking from your end until you have spoken with Airbnb. Again, super important.
The vast majority of Airbnb transactions are completed without issue. You may be slightly disappointed with the view or the size of the kitchen, but the major horror stories are rare; unfortunately, they tend to make the news far greater than all the successful transactions.
About the Author
The author of this blog, unless otherwise noted, has no affiliation with any property or business linked in this blog. Unless otherwise noted, no free accommodation or payment from any businesses mentioned in this blog exists. The information in this blog is strictly the views of the author and not professional advice. The author of this BookDirect blog is a travel and tourism professional with over 30 years of experience in international hotel management, global travel, short-term rental management and a tourism awards judge specialising in accommodation and attractions.
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