THEFT! Book at your own risk. 2 Macbook Pro laptops stolen during our stay at this Airbnb. Even after break in incident, hosts denied any safety issues relating to the apartment and took no responsibility of the theft. They dismissed the incident and any liability by saying that “break ins happen”, which is unbelievable. What’s more appalling is how the hosts handled the situation after the incident. Read on for a detailed account.
///
My boyfriend and I were staying at this accommodation, originally booked for 6 nights. On the 2nd day of our stay, we left the apartment early, making sure all windows were closed and even shut with panels, apartment front door was closed and locked, and also building entrance locked (both requiring keys to access). Upon return, we noticed that 2 Macbook Pro laptops were missing from our luggage, nothing else from the apartment was taken and there were no signs of forced entry. This means the thief had broken in to both the main building entrance and our apartment door with what it seems like much ease. We immediately contacted the hosts, who then called the police. The police arrived at the apartment and began their investigation, advising us to leave our luggage overnight so they can collect any finger prints. The luggage was later taken by the hosts back to their office for our collection (without our consent).
Our booking was initially for 6 nights, but we no longer felt safe in the apartment as a result of the incident, knowing that the thief had broken in without a trace and that our other valuables were also at risk from that point on. We decided to leave the apartment right after (about 1 AM that night), literally having to carry our clothes by hand without our luggage, find last minute accommodation, and incurring additional costs as a result.
After all this distress, we believed it was only fair to request a refund from the hosts of the entire stay (and not just for the remaining nights), as a result of emotional distress from the break in at their apartment, and the additional last-minute accommodation costs we incurred. Goncalo was very defensive, and refused to take any ownership of the issue and rejected this claim. Accused us of “threatening” him for leaving a review to warn future guests of the safety around his apartment.
When we thought things could not get worse, the hosts withheld our luggage in their office that had been left behind for police investigation. Before our disagreement, the host had communicated their office address, informed us to pick up our luggage anytime, and to let him know when we decide to come. We went out of our way to get to their office, on a Tuesday at 4pm, informing him of our arrival. To our surprise, the host informed us via text that we needed to give him a 72-hour notice period, knowing fully that our flight back to the Netherlands was the next morning. This was the first time this notice period had been communicated to us. Goncalo also let us know that he did not want to meet us in person after being “threatened” with a review of our negative experience, which we are entitled to as Airbnb guests. He then informed us that we needed to arrange ourselves a courier and DHL if we wanted our luggage returned, and if not collected, it would be donated to charity. We believe this was an intentional act of bullying from the hosts to cause us more inconvenience.
Absolutely traumatising experience. Avoid this Airbnb at all costs.