Devastated family travels 200 miles on vacation to find double booked Airbnb accommodation


One family traveled was devastated after traveling 200 miles on vacation to find another group inside their Airbnb accommodation.

Nicola Valentino described the awkward moment her family walked into their cottage to find another bewildered family inside, only to have their host erase their calls for help, according to a report on Cornwall Live.

After booking through Airbnb, they drove over 200 miles to the destination – which had been organized and paid for six months previously – but had no idea how hellish the first few hours of this vacation would be.

Oliver and Dexter were eagerly awaiting their stay at the chalet

Nicola Valentino, son Dexter and partner Oliver Jones had booked the twin-bed chalet, hoping to relax over the bank holiday weekend.

However, what followed left them with a bitter taste in their mouths after being masked by the ignorant Airbnb host who masked their calls and messages when the chaos unfolded.

After arriving in the Bude area of ​​Cornwall early on Friday August 27th, they informed the Airbnb host in case it was possible to collect the keys early.

The family, who had traveled from Warwickshire 200 miles away, had been on the road since 5 a.m. when they arrived at their destination, which they had already paid for.

Calls and messages to the owner went unanswered and Airbnb was not aware of what was going on.

Driving up to the property, the final blow was to discover that a family was already registered as the couple desperately tried to save their trip.

Airbnb then canceled and refunded the reservation and they were left with two choices – go home or look for other accommodation.

“Probably about six months ago we booked the chalet in Kilkhampton and we did it with Airbnb just to have that reassurance because obviously the host was pretty reputable,” said Nicola, 38.

“We didn’t hear anything then and sent a few messages which we found a little strange.”

The sales manager continued, “We messaged a couple of times when we got here to say we were early and we knew the check-in wasn’t until 3pm, but if it was ready. before, very good. “

She said by 2 p.m. the three of them were on the beach and were starting to panic about whether they would ever get an answer.

“We started to think, ‘will she ever answer? “And at this point, we don’t even know where to get the keys,” she said, but as the time passed after checking in, the phone of the Airbnb host and owners would pass. always directly to voicemail.

“We then went up to the chalet just to see if there was any instructions on it or a key box, we just weren’t sure,” Nicola said.

And they found not instructions, but another family in the cabin. They confronted them and found out that they had booked direct through the owner for the same dates.

“It wasn’t their fault,” Nicole said. “But we were absolutely helpless. We had been on the road since 5am and then we started looking for a place to stay, anything.

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At prices of around £ 1,700 per week they couldn’t afford most of the alternatives available, but luckily nearby Penstowe Holidays came to the rescue.

But in the end, vacations meant spending more money than expected and having to change accommodation before the last night of their trip due to availability.

“It was money that we just don’t have,” she said. “It ended up costing us dearly.”

Airbnb refunded the money from the reservation, but this was not resolved immediately and the couple appealed to Airbnb to better ‘control’ people before allowing them to use the platform, claiming they were devastated to have found themselves in this position.

“We later found out that another person had visited this chalet and a similar thing had happened,” she said. “The review on Airbnb stated that the owner had done the exact same thing before and that there had been no warning for us.

“I even contacted directly [the owner] on Facebook because I really wanted her to know the impact she had. It’s been a tough year for everyone and it was our only vacation but she didn’t respond.

“I then contacted Bude Notice Board (a Facebook community group) and the response was just amazing. I feel so angry with this woman, that she could do this to our family, but she didn’t even reach out to say anything. She read it and ignored me.

“We just don’t want someone else to have to go through this because it could have been so much worse.

“We were lucky to have people around us and to have a good time, but it was devastating, and Airbnb has to take responsibility.”

Airbnb told CornwallLive it was disappointed to learn of the guest’s experience and as a result the host was removed from the platform.

An Airbnb spokesperson said: “We were disappointed to learn of this experience and provided support for the guest, including a full refund.

“The host has since been removed from the platform for not meeting our host reliability standards. With over 900 million traveler arrivals on Airbnb to date, isolated issues are rare and our community support team is available 24/7 to help.


About Michael B. Billingsley

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