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A family of 15 found themselves stranded on the side of the road after heading to 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, in Byron Bay, in northern NSW, but when they arrived last Wednesday they found a ‘shell’ of a house.
A waste bin was seen by the front door, while the living room was completely empty and had no floorboards, with brooms and a ladder in it.
The kitchen consisted of a stove and two cupboards that were not connected to anything.
There was a dirty sheet draped over the cupboards and there was no paint on the walls.
Four families had booked the house together in Suffolk Park, in Byron Bay, in northern NSW, 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 came here today. A completely empty house, in the middle of a major renovation,” Renee wrote in a video of the house shared on TikTok.
“No warning, and when they called you for help, you (Airbnb) accused them of lying, it wouldn’t help to stay elsewhere and you wouldn’t give them a refund.
“You literally left 12 people and 3 children under 3 on the side of the road.”
Pictures from the listing on Airbnb show a completely renovated house with a pool and outdoor seating area, but in reality it was a world of difference.
A waste bin was seen by the front door, while the living room was completely empty, had no floorboards and brooms and a ladder was set up inside
After initially hearing nothing from the booking platform, the families were eventually told they would receive a 30 percent refund for three nights of their booking — which was $816, meaning the house cost a total of $6343 at the time.
The family managed to find a place to stay at the last minute, but had to pay almost double what they originally paid.
‘Completely pointless. The family had to spend almost double the original booking to get a last minute booking in one of the few available seats,” Renee said.
The family learned on Monday, nearly a week after arriving, that they would receive a full refund, but Airbnb’s delayed response and the owner’s lack of communication put a big damper on their trip.
‘We will never book through them again. We understand mistakes are made, but their response was appalling and without any compassion,” Renee said.
Renee says that although the owners were at fault, the response from the online platform was disappointing and they were unable to find alternative accommodation.
The booking had been made six months ago, and not once have the owners not been told that the family renovations had taken place, Renee said.
Renee told Daily Mail Australia that they have since been reimbursed for the cost of their replacement accommodation.
An Airbnb spokesperson said: “We were disappointed to hear about this experience and have fully refunded the guest and provided assistance with rebooking.
Pictures of the listing on Airbnb show a completely renovated house along with a pool and outdoor seating area, but in reality it was a world of difference
“We have taken appropriate action against the host as we investigate further and have contacted the guest to provide further assistance. In the rare event that something is not as expected upon arrival for a stay, our Community Support team is available 24/7 to assist.
“Our team is very focused on making sure every stay is a positive experience for guests, hosts and the wider community.
That’s why this year we introduced Guest AirCover, the most comprehensive protection in travel, included free with every stay. AirCover is designed directly within the Airbnb app and website so guests can contact an agent and raise concerns for our team to investigate.”