I was in Philadelphia for a wake of a friend. I booked an airbnb for myself, the widow, and her sister and husband in law. We were unable to check in before the wake began due to airbnb policy, which is fine. However, at the end of the night, we went to the building and the front door was wide open. It looked damaged. We went to our apartment door and the code did not work. I messaged the host via the app. He did call me right away even though it was late at night. I explained my situation and he said he would call me back with a solution. There was no solution. The 4 of us, after an emotionally charged evening had to take a very expensive uber ride back to my house an hour away as hotels were even more expensive. After submitting a case with Airbnb, first I was told I would not be getting any refund. Then, after more debate, I was refunded about 1/3 of the cost of the airbnb. While I am glad I got some money back, I am very upset it wasn't a full refund. Basically, what I was told was, that they are sticking to their refund/cancellation policy. So, if for whatever reason, you pay for an airbnb and by no fault of your own, you are unable to get into the building, you will not receive a refund! This is ridiculous and I'm very disappointed. I will never use airbnb again and will encourage my friends to not use this service either.
