Tijuana · 整套出租单元 · 1室3床1.0卫 · 可住5人 · 整套私人公寓
位于市中心,交通方便 整套公寓,可供情侣或朋友入住的房间
I scheduled a late check in with Tania for 12 am as my family and I were traveling a long distance to her home. I kept in touch with her along the way confirming we were still on time. Once we arrived at her home she was unresponsive. My husband, myself and our children were waiting for her to respond at midnight for an hour and a half. During this time I messaged and called her several times. We finally had to get our family into a hotel at about 1:45 am. She messaged me a short time later and accused me of not arriving and not knocking on her gated property (no access to the door through the gate) She also mentioned that she left the key in the garage (which she did not tell me prior) I asked her for a refund and she agreed to do so in the morning. She refunded me half the amount I paid. She later agreed to refund the entire amount and customer service called me. They said they had to investigate the messages between us because she claimed the failure to check in was my fault. Later customer service refunded the entire amount and the amount we paid for the hotel. Although things were corrected in the end by customer service my family and I had to scramble in the middle of the night and in a foreign country to find a safe place for our children due to Tania failing to respond at check in. If Tania would have accepted her mistake in not responding once we arrived we could have continued our reservation at her home, but she blamed me instead and accused me of lying about arrival. AirBNB customer service went above and beyond to remedy the situation and for that I’m grateful.
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