Grubby AIR BNB apartment in a dodgy part of Stellenbosch
AIR BNB COMPLAINT

In October I logged onto Airbnb to search for accommodation. After many views I finally decided on  this one:

Beautiful Mountain View Studio.

Total payment
R6271.73 ZAR

Check-In
Saturday
January 1, 2022

I initially found the host suspect because the price for January was R4000. But Air BnB attempted to deduct R7000 from my credit card. Thankfully this exceeded my limit and the payment was rejected. I did inform the host who blamed air BnB for this error.

After much hesitation, I booked this apartment and made payment of the above amount.  With Air BnB only after you secure payment, does the host release the address.  I googled and realized it was in an area I would not like to live in. There were various photos of the apartment or apartments because this host seems to have more than one apartment on Air BnB. So I was a little confused. The apartment was not to my style and taste in terms of décor but I was grateful to get this for the month at that price. There was or seemed to be a pic of a tiny portion of a balcony and I was pleased because it had a mountain view.   I was also told that this was on the first floor.

I checked in on 1 January 2022 (I booked from 1 to 31 January 2022).  I was very disappointed to drive through the area. There was a group of people, drinking and partying at the one gate.  There was a huge Taxi bus parked in the complex. But there was a security at the gate in a hut!  The host left the keys with him and said he would not be around to meet me but will arrange a time to meet me in the week.   A family member had driven me there, thankfully. We parked warily and proceeded up THREE flights of dirty stairs, reeking alcohol. At this point, I knew I was in trouble!  At the top of the third flight of stairs, the security led us down a corridor to the apartment at the end.  I then realized that THIS was supposedly the balcony (that I had seen and assumed in the photos). The neighbour next door was having a party so people were spilling out the door. The flats are small and very close together. We entered the apartment which looked more like one HUGE ROOM.  It was clean but not of a high standard of cleanliness. The couch was a little threadbare. It is a great pity that I did not take any pics. All I wanted to do was run out of there. The host left me a cheap bottle of white wine and a note. I could hear the people like they were in the next room to this tiny apartment. We were supposed to sit on a grotty couch that had seen better days. 

I proceeded to phone the host but the energy in that place was so bad that my iPhone had completely shut down. I could not reach him but did manage to connect briefly and asked him to call me on my family member’s cell phone which he did not bother to do although he tried to call me.  I then in boxed him via air BnB. When I spoke to him briefly I knew this man was not going to relent by giving me back my money. He was just trying to convince me that my description was all in my head. And yet I have a witness!

We left the apartment with keys in hand. There was no way I was going to stay there for AN ENTIRE MONTH there  We drove around looking for accommodation. We eventually went to my niece but before we did, we went back to return the key to the night security as it was after 6 pm.  

From that point onwards I have been in constant communication with the host. He refuses to have any understanding of the situation. He is adamant that Air BnB have rules and policies in place. I also made contact with Air BnB Support as I was getting no joy out of the host. They said my refund is at the discretion of the host!

FIVE DAYS later and the host refuses to give me back my money.   I drove around the area on 2 January and took pictures of the block (I could not and did not want to get into the block or apartment for proof). We also took photos of the homes surrounding the flats. I would have to walk through this dodgy neighbourhood to get to the Super Spar (as he advertises which is 600 ks away).

Every time I message the host, it is like talking to a brick wall. He goes on and on with lengthy messages arguing and arguing that there is nothing wrong with his apartment or advertising. I find him deceitful and unethical. Because the right thing to do is to return my R6273 as I have not stayed in his apartment. Keeping my money amounts to theft. It is unethical.