A family of 15 found themselves stranded on the side of the road after stumbling into what they thought was a stunning Airbnb, only to find it in the middle of a major renovation.
Four families had booked the house together in Suffolk Park, Byron Bay, northern New South Wales, but when they arrived last Wednesday they found a ‘shell’ of a house.
A trash can was seen near the front door, while the living room was completely empty and floorless, with brooms and a ladder set up inside.
The kitchen consisted of a stove and two cupboards that weren’t connected to anything.
A dirty sheet was seen draped over the cupboards and there was no paint on the walls.
Four families had booked the house together in Suffolk Park, Byron Bay, northern New South Wales, but when they arrived last Wednesday they found a ‘shell’ of a house
The sister of the woman who booked the house, Renee, said the house was booked for a week for 12 adults and three toddlers.
‘My family showed up for this today. A completely vacant house, in the middle of a massive renovation,’ Renee wrote with a video of the house shared on TikTok.
“No warning, and when they called you for help you (Airbnb) accused them of lying, they didn’t help find another place to stay and didn’t refund them.”
“You left 12 people and 3 children under 3 literally standing on the side of the road.”
The listing photos on Airbnb show a completely remodeled home with a pool and outdoor seating area, but in reality, it was a world apart.
A trash can was seen near the front door, while the living room was completely empty, had no floorboards or brooms and a ladder was set up inside
After hearing nothing from the booking platform, the families were finally told that they would receive a 30% refund for three nights of their booking, or $816, meaning the house then cost $6,343 at the time. total.
The family managed to find accommodation at the last minute, but had to shell out nearly double what they had originally paid.
‘That makes absolutely no sense. The family had to spend nearly double the original booking to get a last minute reservation at one of the only remaining vacant places,’ Renee said.
The family found out on Monday, nearly a week after arriving, that they would receive a full refund, but Airbnb’s late response and lack of communication from the landlord put a major damper on their trip.
“We will never book through them again. We understand that mistakes happen, but their response has been horrendous and lacking in compassion,” Renee said.
Renee says that although the landlords were at fault, the response from the online platform was disappointing and they did not help find alternative accommodation.
The booking was made six months ago, and not once did the owners say the family renovations had been done, Renee said.
Renee told Daily Mail Australia they have since been offered reimbursement for the cost of their replacement accommodation.
An Airbnb spokesperson said, “We were disappointed to learn of this experience and have fully refunded the guest and provided rebooking assistance.”
Listing photos on Airbnb show a fully renovated home with a pool and outdoor seating area, but in reality it was a world apart
“We have taken appropriate action on the host while we investigate further and have contacted the guest to provide further assistance. In the rare event that something doesn’t go as planned upon arrival for a stay, our Community Support Team is on hand 24/7 to help.
“Our team is very focused on ensuring that every stay is a positive experience for guests, hosts and the wider community.
“That’s why this year we’ve introduced AirCover for guests, the most comprehensive protection in travel, included free with every stay. AirCover is built right into the Airbnb app and website, allowing guests to contact an agent and report issues to our team for investigation.
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