Work in progress: The family were shocked to discover their Airbnb was, in fact, a building site. Photo / TikTok; reneescbfs
Work in progress: The family were shocked to discover their Airbnb was, in fact, a building site. Photo / TikTok; reneescbfs
Family members were left shocked when they turned up to their Airbnb in Byron Bay only to discover it was under construction.
Renee Menzies, from Ulladulla in NSW, took to TikTok to explain how her sister and 11 other relatives travelled to the popular coastal town for awedding, but were left stranded "on the side of the road".
In a series of viral posts, Renee said the vacant home was in the middle of a massive renovation, claiming they were not warned by the company.
"When they rang you for help you accused them of lying, wouldn't help [them] find somewhere else to stay and wouldn't provide them a refund," she said about Airbnb.
"You left 12 people and three kids under three literally standing on the side of the road."
She said they had paid "good money" for "the shell of a home", and would only be getting a refund of 30 per cent that would take 15 days to process.
"What a joke," she said in the comments section.
"We will never book through them again. We understand mistakes happen but their response has been AWFUL and lacking any compassion."
She said while it is disappointing from the owners, "the lack of response" from Airbnb "made it much worse" claiming they didn't assist the family in finding alternate accommodation.
The Byron Bay Airbnb was, in fact, a building site. Photo / TikTok; reneescbfs
"The landlord in this case is the one in the wrong. We just wanted Airbnb to respond fairly to refund and apologise," she said.
"Shame for the owners who do the right thing that Airbnb is letting the platform down."
How the family found it when they turned up. Photo / TikTok; reneescbfs
However, in her latest TikTok, the mortgage broker revealed the family had now been granted a full refund – and reimbursed for having to book another property.
She shared a screenshot she received from a member of the company's Escalations team.
"I have reviewed your case and firstly, I am sorry to hear about your recent experience at the listing and the frustration that was caused by this issue. I hope to make things right for you and provide a fair resolution," it read.
"After careful consideration and given the circumstances, I will go ahead and process the remaining reimbursement for your alternative reservation …"
