We don’t need to be good. But let’s try to be fair.
~Holly Black
Since I left you after explaining my sudden departure from Lucca on Friday, I have been working at getting a bit of justice for my, for lack of a better word, adventure. I received 2 apology emails from the company, which set me off a bit, if I do say so. They were, of course, so sorry that this happened and they admitted that they could not resolve the issues.
What they didn’t realize at that time, I think, is that I had already been in contact with AirBnB since I had rented through that platform. I spent a good part of Friday evening and Saturday exchanging emails with AirBnB about what transpired. Late Saturday, AirBnB told me that the management company agreed to give me a partial refund, and that we should wait to see what it was.
Say What?
Just before I went out for dinner last evening, I received another email from the management company. This time, the guest services manager told me that they “….did everything possible to alleviate the issues, and we regret that we were not able to fully resolve them.” He then said they were offering me 250€ as compensation and that I needed to sign the form they attached (Photo below). (Please note that in Italy, my Italian passport has my maiden name as in Italy women do not change their names when they marry.)
(Side note: They knew I am a writer. When the agent came over as I was leaving Friday morning, I mentioned being travel editor for Live in Italy Magazine, being a travel writer, and being a travel agent. She said to me, “Oh, dear. This isn’t good for us, is it?” My reply was short. “Nope.”)
At any rate, their offer upset me so much that I didn’t even look at the form they wanted me to sign until I was at the restaurant with a glass of wine in hand. I almost spit the wine across the room when I read the part about not giving them a negative review. First of all, I found their 250€ offer insulting. In addition, it did not cover the cost of the five nights I did not stay in the apartment. Further, and more importantly, requiring me to sign a non-disclosure was basically a bribe….hush money.
The more I thought about it, the angrier I got. I texted Mike who assured me that it would all work out.
I. Don’t. Think. So.
The entire situation irritated me to no end. I would not take any amount of money to keep silent or remove a negative review. I rely on reviews when I book a property where I’ve never been, and I hope people read my reviews and count on them.
When I returned to the B&B, I made a screenshot of the email and texted it to Juan, my AirBnB support agent. I honestly did not expect a reply until this morning, but within five minutes, he messaged me back: I am really sorry to hear the refund proposition of your Host. We forbid any kind of agreement that would involve not rating negative reviews. We will take action accordingly on the Host’s side regarding this matter as it is against our Terms of Service.
Juan asked me to send screenshots of the times I had contacted the company, and I had seven of them. It was time to wait.
THE END
When I went out for coffee this morning, I continued my text conversation with Juan as he had other questions. He then told me he’d be in touch when he knew something. Within a half an hour, he texted me that they had agreed to give me a more appropriate refund. I accepted the offer.
I’m not happy that all of this happened, but I’m content in Firenze right now. I’ve tried to stay out of the Duomo area because the crowds just drive me batty. I did walk by this morning as I was looking for something, and I decided that will be the last time until I come back at the end of next month.
If I may, let me give you a piece of advice if you use AirBnB or VRBO: Make sure you keep notes about any problems you have with your rental. Take photos of the problem. Use the platform to contact the owner or management company EVEN if they give you a separate number.
And most of all, keep calm. Things will work out.
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