Ken Colosie
444 Dewdney Trunk Road
Maple Ridge, BC, V2X 6T4
March 19,2022
Airbnb
888 Brannan Street
San Francisco, CA 94103 USA
Subject: Compensation for Poor Quality Accommodations
To Whom it May Concern,
Myself and my girlfriend recently booked an Airbnb accommodation in Sault St. Marie, Ontario, Canada as part of an ongoing trip across Canada from Newfoundland to Vancouver. Our reservation code is XL-75894681 and my account number is 45687845. Upon arriving at the accommodations, there was a strong smell of smoke even though the advertisement specifically said this was a non smoking property. Further, the laundry machine was inoperable and there is not laundromat in the near vicinity.
We did not have a vehicle and were forced to take an Uber to a laundromat which ended up costing $35.75 CAD going there, $32.80 coming back, the laundromat fees of $3.75 CAD and two hours of our time. I have attached our receipts to this email. I have used Airbnb multiple times in the past and have been very satisfied by the service provided. I hope this commitment to Airbnb is taken into account when you come to a decision regarding this matter.
If you have any further questions regarding this experience or need anything else from me in order to make a determination on this claim, please let me know and I will be happy to provide you with any information you seek. Thank you for reviewing this and I look forward to hearing from you regarding a decision.
Regards,
Ken Colosie
Enclosed:
Uber Receipts
Laundromat Receipt
Airbnb
888 Brannan Street
San Francisco, CA 94103 USA
March 22, 2022
Ken Colosie
444 Dewdney Trunk Road
Maple Ridge, BC, V2X 6T4
Subject: RE Compensation for Poor Quality Accommodations
Dear Mr. Colosie,
Thank you for contacting Airbnb and submitting your supporting documents. On behalf of the Airbnb team, I would like to express or sincere apologies for the challenges surrounding your recent stay and the inconveniences that you experienced. At Airbnb, we rely on guest feedback to improve our services as we do not have direct control over the accommodations that are advertised on our platform. As such, we truly appreciate the feedback that you have provided to us.
Unfortunately, we are unable to compensate your additional expenses for laundromat expenses incurred due to term 9.14(a) of or user agreement. The clause comments on the fact that Airbnb is not responsible for specific items or features of an accommodation. However, due to your unfortunate experience, we would like to grant you a credit voucher for the entire amount of your stay in CAD for your one night in Saul St. Marie. This credit can be used across our platform on any other Airbnb vacation rental and will be credited to your account within 2-3 business days.
On behalf of the Airbnb team, I would like to apologise once again for the inconveniences that you experienced in your trip to Saul St. Marie and pass on our appreciation to you consistently choosing to stay with our brand. We hope that the credit voucher applied to your account will show you’re the commitment our team has to our brand value and encourage you to stay with us again. We look forward to seeing you stay with us at another venue in the future.
If you have any further questions or concerns regarding this account, please reach out to me directly.
Cheers,
Ronald Weasley
Customer Retention Specialist – Airbnb Canada
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