In a series of posts on TikTok, a woman has shared her distress when she and her family arrived at their Airbnb in Byron Bay to find it was still being renovated, followed by her fight for a refund.
A NSW mortgage broker named Renee posted a TikTok on September 29 explaining that her sister and sister-in-law were vacationing in Byron Bay for seven days to attend a family wedding.
When the group of 12 adults and three children arrived at Airbnb, they found the house in the midst of a renovation, with half-painted walls and covered floors.
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A refrigerator and stove were unplugged and sitting outside, next to what appeared to be a garbage dump.
Over 200,000 people viewed Renee’s TikTok, and nearly 4,000 expressed shock at the condition of the shelter.
WATCH THE VIDEO ABOVE: A shocking moment a guest shows up at the Airbnb renovation.
In her TikTok, Renee claimed her family didn’t receive a warning about the upcoming renovation and when they tried to contact Airbnb, they were accused of lying.
“(Airbnb) would not help find another place to stay and would not give them a refund,” she wrote in the caption for the video.
“They have left four families without shelter and are literally standing in front of the shell of a house that they paid good money to build.”
The family was able to secure another booking, but it cost them almost double the original accommodation cost.
After waiting days for a response from the company, Renee posted a follow-up TikTok that showed a screenshot of a message from Airbnb saying her family was eligible for a 30 percent refund.
“I was able to verify how much refund we can offer,” the message reads.
“Airbnb can cover up to 30 percent of the three nights of the Airbnb reservation, which equates to $816.40.”
Renee, along with many other TikTok users who commented on her video, was unfazed by the company’s offering.
“After waiting days for responses from Airbnb…they compensate 30 percent of three days of a seven-day booking,” Renee wrote.
“Will NEVER use them AGAIN. Makes absolutely no sense. The family had to spend nearly double the original booking to get a last minute booking in one of the few vacancies.”
One user commenting on the viral TikTok said: “This is absolutely disgraceful! Over $800 for 30 percent of the three nights they were supposed to stay. I can’t imagine what they cost all 7 days.”
Following Airbnb’s message, Renee said she continued to seek a refund for the full seven days – in the process, it was referred to six different complaints officers.
Less than 24 hours ago, Renee posted a new TikTok saying she just received confirmation that her family will be refunded for the full seven-day reservation.
She attributed the positive result to how viral her videos had gone.
“I doubt it would have happened without TikTok,” she said.
The mortgage broker said it was disappointing that it took an outcry on social media to resolve a customer service issue.
“It’s a shame they (the videos) just started to do something, but their company should have a contingency plan.”
Renee said the family is still asking Airbnb to reimburse them for the cost of finding additional housing.
Airbnb was contacted for comment.
https://7news.com.au/travel/tourism/never-use-them-again-womans-fight-after-finding-out-airbnb-being-fully-renovated–c-8437419 ‘Never use her again’: Woman’s struggle after finding out Airbnb has been fully renovated