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A woman travels to an Airbnb she reserved and finds a series of security issues, which leaves her stranded in her vehicle arguing with customer support until past 4 a.m. Here\u2019s a breakdown of what happened.<\/p>\n
TikTok<\/a> creator Ashley (@abravesfan27) posted a video about her situation on Oct. 30. In the video, she is sitting inside her vehicle on the phone with Airbnb. \u201cI would\u2019ve never driven this far, if it wasn\u2019t for the Air Cover Guarantee,\u201d she says. \u201cSo you\u2019re telling me that on top of over $3,000 and this house being \u2026 the locks not working, the water shut off. You want me to pay more money to Airbnb during the same time frame to book another Airbnb?\u201d<\/p>\n The person on the other end of the call says, \u201cWe understand your concern on this one.\u201d Ashley explains that it\u2019s now 4:30 a.m. in the morning, it\u2019s cold outside, and she can\u2019t stay in the Airbnb because it doesn\u2019t have functioning locks. She appears to be requesting Airbnb provide alternate accommodations, but the agent says he isn\u2019t able to provide direct support at the moment.<\/p>\n \u201cI didn\u2019t mishear that, it\u2019s the truth,\u201d Ashley says. \u201cThis isn\u2019t like a dystopian nightmare, this is true. You\u2019re just going to send me a link to spend more money on Airbnb? That\u2019s the best you all do? Even though this is all covered under the \u2018Air Travel Guarantee\u2019? Why is this situation not covered?\u201d<\/p>\n The customer service agent replies, \u201cWe will be helping you find a place you can stay while we are fixing the concern that you have with the original reservation that you had. You need to book this one on your end. We don\u2019t have the option to book this here on our end.\u201d<\/p>\n Ashley asks, \u201cYou don\u2019t have the option or you\u2019re not willing to? Because it says it\u2019s covered under the air travel thing.\u201d<\/p>\n The agent says, \u201cI want to help you, however, this is a limitation here on our end.\u201d Ashley asks, \u201cWhat type of limitation?\u201d The video cuts out as the man is about to respond.<\/p>\n In the caption, Ashley writes, \u201cI tried one time to use Airbnb and never again. Over $3K and the locks didn\u2019t work, the water was shut off, and there were trees blocking the driveway. Their support offered zero assistance. Uhh no. Hotel me until forever.\u201d<\/p>\n Ashley is referring to Airbnb\u2019s AirCover protection service, which helps customers in the case of serious safety issues with the reserved property. According to this help article<\/a>, Airbnb will assist customers in this situation in finding a similar listing \u201cat comparable pricing.\u201d\u00a0<\/p>\n Additionally, the company says it will offer full or partial refunds in the event that there isn\u2019t a similarly priced listing available.The policy is underwritten by Generali travel insurance and generally covers <\/a>host cancellations before check-in, serious security issues, and false advertisement. This shouldn\u2019t be confused with Airbnb\u2019s travel insurance, which covers general travel-related occurrences.\u00a0<\/p>\n Airbnb says<\/a> that it \u201cmay\u201d pay for or contribute to the cost of a new reservation, but it also offers travel credits in some cases. The rebooking assistance may vary<\/a> based on the specifics issue reported and documentation. <\/p>\n In a follow-up video<\/a>, Ashley shows viewers a screenshot from a conversation with Airbnb support during which the agent tells her the documentation she provided doesn\u2019t include enough details to prove her check-in time or when she notified the host. That\u2019s likely why Airbnb isn\u2019t providing her credit.<\/p>\n In the comments section, viewers unloaded on the state of Airbnb. Many said they don\u2019t recognize the platform they once knew.<\/p>\n \u201cAirbnb has 100% lost the plot,\u201d wrote one person.<\/p>\n \u201cAirbnb is horrible,\u201d said a second person. \u201cHorrible.\u201d<\/p>\n \u201cAirbnb did the same thing to me and I never booked with them again,\u201d wrote a third viewer.<\/p>\n All Hip Hop contacted Ashley and AirBnB via email for comment.<\/p>\n \t\t\t<\/p><\/div>\nIs This a $3K Airbnb or a \u2018Dystopian Nightmare\u2019?<\/strong><\/h2>\n
Airbnb\u2019s AirCover Protection Service<\/strong><\/h2>\n
Viewers React to the Woman\u2019s Airbnb \u2018Dystopian Nightmare\u2019<\/strong><\/h2>\n
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