Hi everyone,
I'm looking for advice from anyone who has had a similar experience with Airbnb.
We booked the same Airbnb for two stays (11 nights and 15 nights), both covered by Airbnb AirCover, as we needed to be in the area for an important personal commitment.
On the second day of our first stay, we noticed a crack in the glass cooker. We immediately informed the host by phone and continued all communication through the Airbnb message thread. Nothing was dropped on the cooker, no accident occurred, and we genuinely don't know what caused the crack. We repeatedly asked for a professional inspection or technical assessment, but none was provided.
The host initially said the replacement would cost around £600 and later submitted a £495 reimbursement request. Despite this, no engineer's report, professional quotation, or evidence explaining the cause of the damage was ever shared with us.
The cooker remained unusable for 9 days of our first stay and still hadn't been repaired when we returned for our second 15-night stay. We had to buy a rice cooker to prepare meals for our family, as we were travelling with our child and couldn't afford to eat out every day.
An Airbnb representative told us we would receive a 30% refund for the nights without a cooker, but our complaint was later closed without any compensation. Airbnb has since paid the host's claim, while our own complaint about the missing amenity was rejected.
Has anyone experienced something similar? Were you able to get Airbnb to reopen the case, or did you have to take the matter further through your bank or another organisation?
Any advice would be greatly appreciated. Thank you.