Marc Branson of Anaheim, Calif., is a seasoned traveler who doesn't always go for high-end accommodations, but he made an exception on a recent trip to Buenos Aires. Three couples would share the space, so when he came upon a five-star accommodation, he decided to book the Airbnb. He soon would regret his decision.
"Stunning Duplex in Recoleta," the headline on the listing read, and indeed, the photos depict a striking, sunny, cheery space with modern furnishings and gleaming wood floors.
Branson said he was a little let down when he saw the place, which sleeps six. The couch sagged, requiring books to prop it up, and fabric on one chair was ripped, he said. Several light bulbs were burned out, and the kitchen provisions were skimpy. But, Branson said, these weren't deal breakers.
Then the water went off in one of the bathrooms. He made his concerns known to the "superhost," which Airbnb describes in its help center as "experienced hosts who provide a shining example for other hosts and extraordinary experiences for their guests."
Airbnb also notes on its terms and conditions page that it selects the hosts if they "meet the qualifications." It also says on its superhost terms and conditions page that the company "does not endorse any superhost, nor guarantee or control the quality, safety, suitability or conduct of any host."
When Branson had the water problem, he communicated with the superhost, who acknowledged he was the property manager for dozens of units and that he couldn't know the condition of all of them, according to screen shots of the correspondence provided by Branson. The host promised he would do better and offered to refund one day's rent, or $250.
In another message, the host said he was happy to give the 25% discount but wanted a good review in exchange. Branson agreed to write a four-star (not a five-star) review, did so and the host responded that there would be no discount and that "considering you had late check out and you have (sic) me only 4 stars I think we are eaven (sic)."
