Terrible experience
We were heading to Rome on a 4-day family holiday, looking forward to this very promising large apartment with a terrace. During a stop over on our travel, the host reached out and informed us that the apartment was not longer available for us. he host said he would give us a replacement apartment for the first night only. He wanted us to cancel the booking, meaning that we would have lost 50% of our pre-paid money for this expensive apartment. We denied this. The host ensured with the following reassuring words:
"Anyway don't worry, I will solve the issue by myself because, as I explained you by phone, the Airbnb Support faults. They are so stupid that by phone the operator told me on the contrary of the written procedure. I will take care of you because you choosen me as your host. Don't worry, you will have a great stay at Rome."
When we arrived to the replacement apartment, with a significantly lower standard compared to our original booking, the host informed us that he had found a replacement apartment for the following three nights, and showed us a print-out for a booking he had made. He then sent us a cancellation for the original booking. We agreed on deciding a time for checking in this new apartment the following day. We were so far in the process disappointed about losing the original apartment, but glad we ha a deal on a replacement.
The following day, we didn't hear anything from the host, and we took contact. He then said that something had "gone wrong" with the booking, and he would try to find another alternative. At that point, we started to suspect the setup, and started communication with Airbnb. After a while the host came back with information that he had found another apartment, and sent us a booking.com link for a new apartment. The standard of this new apartment looked good, it was starting to get late in the afternoon, and we said yes to this. We met, and the host walked us to the apartment, saying that "he wouldn't have anything to to with the deal (our us) afterwards, and informed us that the new owner only would take cash". He introduced us to the new host and disappeared. He even said that
The new apartment was of course a scam, more expensive than the original apartment, and not at all like the pictures in the link a sent us earlier. We declined, found a nearby restaurant, ate some pizzas, and booked a hotel.
After coming home, we communicated with Airbnb around our experiences, and was refunded the whole pre-paid sum for the original apartment. Thanks for that Airbnb!
We learned a few things during this incident:
1) If ANYTHING about your booking is not right, get in touch with Airbnb service desk immediately, and don't start negotiate replacement options with the host
2) If the host asks you to cancel your booking, don't accept - you will loose your money
3) If the host cancel your booking, don't accept - it will be more difficult for Airbnb to help you out