Extremely disappointing experience with Airbnb

We booked and PAID for confirmed Airbnb accommodation and received confirmations and reminders as normal. Based on this, we travelled more than 2,000 km from South Africa to Namibia.

On arrival, we had no accommodation. – The address was unclear – The contact number didn’t exist – Emails and WhatsApps went unanswered – When we eventually found the house, other people were living there (the host’s children)

We were stranded with 5 adults and 2 toddlers, in a foreign country, with no place to stay.

Airbnb support was contacted multiple times (via costly data calls as our phones didn’t work internationally). Each time we were promised a solution — no one ever got back to us.

Eventually, Airbnb refunded our money only after 3 days, and offered just 20% compensation, which has STILL not been paid. No emergency help. No alternative accommodation. No accountability.

The host blamed Airbnb. Airbnb blamed “policy”.

This experience raises a serious question: What guarantee does Airbnb actually give guests that accommodation will exist when they arrive?

This is not a service I would recommend to anyone travelling long distances or with children.