Ruben Chorlton-Owen, 24, from North Wales, booked an Airbnb abroad hoping for a great holiday. However, as soon as he arrived, things soon started to go downhill
Ruben Chorlton-Owen booked an Airbnb abroad(Image: Ruben Chorlton-Owen)
We all enjoy escaping abroad for a spell in a different country, but sometimes holidays don’t quite unfold as we’d hoped. One traveller who recently learnt this is Ruben Chorlton-Owen, 24, from North Wales, who claimed he had an unexpected experience while staying at an Airbnb this year.
Ruben shared his travel ordeal as he struggled to comprehend how events unravelled. He jetted off in March for a break and to immerse himself in a different culture, but things took an unexpected turn when he encountered drama from the moment he touched down for his holiday.
This isn’t the first instance of travellers reporting problems while abroad either. Only weeks ago, tourists revealed they’d booked flights home early from a popular holiday hotspot.
Describing his recent Icelandic getaway, Ruben explained: “We landed late and arrived at our Airbnb just before midnight, expecting to warm up after travelling. However, when we opened the door, the entire property was completely pitch black with no electricity.
“It was around -5°C outside, and there was no heating in the apartment. The only heating available was two plug-in heaters, which couldn’t be used without power.
“We had to rely on our phone torches just to see inside, while our batteries were slowly draining. We tried contacting the host immediately but received no response.
“We were unable to get help that night and had to stay there without power or heating. Airbnb initially advised us to find our own hotel at that time of night and offered a 20% reimbursement, which was difficult given how late it was. We were eventually relocated the following day.”
Despite this, he acknowledged the property itself was clean upon arrival and access was simple via the key box, but he said that was where the positive experience ended. He also alleged what made matters worse was that, after this occurred, he looked at the reviews and noticed other guests had flagged similar power problems.
Ruben said he had reserved the stay roughly two months beforehand, so they had no means of knowing at the time, as the complaints were more recent. He continued: “It wasn’t how we imagined starting the trip – arriving somewhere new in the middle of the night expecting somewhere warm and safe, only to find no power in freezing conditions.
“To add to the chaos, when we were relocated to the new accommodation, we accidentally entered the wrong property as the house next door had the exact same lockbox and code. We ended up briefly walking into someone’s home by mistake before realising, which, in hindsight, was quite surreal (and luckily no one was in).
“Throughout the situation, the host remained unresponsive and most replies appeared automated. While Airbnb did eventually provide full compensation, the first 24 hours were stressful and difficult to resolve.”
If you’ve never come across Airbnb before, it’s incredibly popular. Airbnb is a worldwide online platform and app that links travellers with hosts to facilitate the rental of distinctive accommodation – from spare bedrooms to complete properties.
Established in 2008 as a peer-to-peer, short-term rental marketplace, it enables holidaymakers to discover authentic, locally-based accommodation in more than 220 countries and territories, while simultaneously allowing hosts to earn income from their properties. It provides visitors with an alternative to traditional hotel stays.
When questioned about the matter, an Airbnb spokesperson said: “We were disappointed to hear about this experience, and we’ve provided the guest with a full refund and the host has been removed from the platform. All bookings come with AirCover, meaning in the rare event something isn’t as expected on arrival for a stay, we’ll help the guest find a similar place or give them a refund.”