We had an absolute nightmare with the property we booked, I booked it 6 months in advance, for 13 guests, for my parent’s golden wedding anniversary, we had family from all over the country, a private chef and a £450 food shop arriving the day we were due to check in, and the host cancelled via an AirBnB message, at 7.30am on the morning we were due to check in because she had double booked the property on another website. This was despite multiple messages between the host and me in the months, weeks and days leading up to the booking in which I repeated our check dates. I left a negative review, which was published on the AirBnB page for this property, but which was subsequently taken down by AirBnB. I was given 2 reasons for it being taken down by AirBnB, (1) a prior message from me to the host in response to her cancelling my booking indicating that I would be leaving a negative review (which the host complained to AirBnB about); and (2) due to AirBnB’s policy of not allowing guests to leave reviews who (a) never arrived at their booking or (b) cancelled their booking due to reasons unrelated to the reservation. In relation to 2(a), we were told by the host that the other guests with whom she had double booked us, had checked in the night before. So we did not fall into the category of guests who never arrived, unless AirBnB considered that we should have gone to the property and attempted to check in notwithstanding there were other guests already there. In relation to 2(b) the host, not us, cancelled the booking, on 9 hours notice, leaving 13 of us, a private chef and a huge food shop, with nowhere to go. As to 1, I said in a message to the host that I would be leaving a negative review for her, I think in the circumstances this was justified, completely understandable and in any event blindingly obvious. The host’s behaviour was disgraceful, likewise AirBnB for allowing this to happen. AirBnB refused to reinstate my review. No sanctions for the host, who continues to advertise the property on AirBnB. The property is “Braunston” and sleeps 13, by the way. I would avoid it if you don’t want to be double booked. I have since cancelled my AirBnB account, the properties on AirBnB are considerably more expensive than if you go direct or use other, more reliable sites, like VRBO (who are great).
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