On the first night everything went well, on the second pretty good, but the place seemed to be running out of hot water. On the third day, there were more hot water problems.
"When we heard back from the Airbnb customer service, we were quite surprised by the response," he said. "They had mentioned that because hot water wasn't specifically included as an amenity at the Airbnb that we were staying at, the host was under no obligation to provide hot water."
That didn't seem right, so Yee contacted 7 On Your Side. After looking at the Airbnb listing, sure enough, hot water is not on the amenities list. A hot tub is listed. Airbnb said, "We do allow hosts to self-select hot water as an amenity, however this is meant to be used for remote, off-the-grid listings so that guests can plan properly. For this particular case, our team did follow up with the host to inquire about any amenity issues that may need to be addressed."
"So, thanks to you, after you contacted Airbnb they provided us with a resolution, and that resolution was, they refunded us Airbnb's service fee, as well as a cleaning fee which was equivalent to about one night stay, so I thought that was a fair resolution from Airbnb," Yee said.It gets even better. The host also refunded a portion of their payment. 7 On Your Side reached out to the host, but they have not responded.
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