Giuseppe and his property manager helpfully reached out and sent me video check-in instructions via another platform. When I arrived at the property, I followed the instructions – entering through the secure front gate, using the code provided. However, contrary to the directions, the door to the apartment was locked and I could not enter the property. I had been told that the door would be unlocked, and that the keys would be in the apartment for me to use when I went out. I spoke with the couple from the adjoining property (also a short-term rental property) on their way to dinner. Concerningly, their key opened the door to Giuseppe’s apartment – meaning that Giuseppe’s apartment was not secure. Furthermore, upon entry, it was clear that the property was already occupied by another guest – there was luggage, personal effects, and even some minor damage (a loose skirting board was in the middle of the room). I immediately left. The neighbours re-locked the door and I contacted Giuseppe and Airbnb and explained the situation.
Giuseppe indicated that he felt he had been the victim of online fraud and contacted the Police. As I understand it, Giuseppe felt that someone had cloned his advertisement and offered the property for lease. Whilst that is plausible, it is not clear how this other guest was able to access the detailed check-in instructions, including the security code for the front gate. Airbnb took a different view – they indicated that they believed that the property was listed on multiple sites and that the calendars had not been synchronised. I do not know which story is correct. Whichever the case, you should be certain that these issues (apartment security, the fraudulent listing, and synchronised booking calendars) have all been resolved before you book the property.
Finally, a note about Giuseppe – yes, we ultimately had a heated conversation. We both feel aggrieved, but I accept that Italians speak with more “passion” than people from many other cultures. For myself, being on a street corner with my luggage with nowhere to stay until 2:00am, and being out of pocket, soured this experience. Airbnb failed to contact me until the following day, and I do not accept that the compensation offered is adequate (20% of the original booking fee plus $USD50), as the additional hotel and subsequent Airbnb costs exceed the compensation provided. Airbnb also failed to properly apply their own policies to this situation until that was pointed out to them. This is disappointing.