Maltreatment by Accommodation Host and unconciderate Booking platform for maltreated guest.

Good day I made a booking for accommodation, making use of the Airbnb platform and booked an apartment of Happy Holidays for me, my pregnant wife and a 2 year old Baby.

We were traveling holidays and medical appointments with the Doctors. We never experience any inconvenience with any booking before. So the previous nights booking went well and on the 6 of March when we arrived at the apartment area of One Thibault apartments the assistance named Tino came to us and greeted, I than asked him where can I park for the duration and also for me to remove my luggage conveniently.

That's when he told us there is no parking for the appartament. Me and my wife we could not believe this and we asked Tino where are we suppose to keep our vehicle. Tino could not answer us, he than tried calling the manager (Mr Tarrence), the manager refused to speak to us as the guest of the apartment. Tino upon my request to speak acquire the manager's numbers Tino gave me the communication department's number.

I called the department, a lady called Meaghan answered and told me that it's not important to inform the guest about parking on a platform, the guest is to assume that if there is no discussion of parking on the booking they won't have parking at the premises.

I tried to reason with her and she was very arrogant and told me to cancel the reservation and I told Tino about the Communication Officer and told him I want to speak to the manager because this is very inconvenient to me and my family.

As Tino called the Manager again the manager told him that he refuses to talk to me as the guest and Tino must stop calling him. A minute or two later Meaghan called Tino and told him that He must stop calling the manager with regard to our issue.

Tino than told us that we can cancel and we will be refunded. He than took my phone and was going through the cancelation step once he pressed canceled the system prompt a message this is none refundable reservation. He than said because of that he will leave us with the keys and we can stay.

A while later we received a call from the manager that didn't want to talk to me asking for the keys of the apartment and giving us threats that we is going to evict us with the police, if we don't return the keys and get out of the apartment. I than contacted the Airbnb platform Help Centre and explain my situation and the promised to assist and gave me a lot of support promise that they actually didn't deliver. I persisted to request for help not knowing what to do and having my pregnant women and two year old son in the vehicle with me.

The assistant at the moment Mr Alexandru promised to investigate and return to us as soon as possible. That after I was already in contact with Mr George and Mr Rohit that started the investigation and disappeared on me. Later Mr. Alexandru also disappeared on us. The next day I persist contacting Airbnb with this matter after we had to rebook a new accommodation for the night at a very expensive price in Cape Town for the safety of my family.

As I mentioned the next day I called Airbnb again and this time a guy answered and told us he will also investigate and return to us in 30 to 40 minutes and never did. A female by the name Jedediah called an hour after and told me that she will be investigating the matter forward as she could see I have been receiving the run around.

After me providing various prove of the communication between me and the Manager where he persistent giving me and my family threats. It didn't help me much and the only thing the can consider is that my phone was used to cancel the reservation.

I also asked so who's phone was Tino supposed to us to execute the manager and the communication officers command. He didn't have the reservation on his phone it was on my phone.

I was very disappointed with the feedback on the final decision by airbnb to tell me that the Host is the one to make the final decision to refund me or not even if I didn't sleep at the accommodation as it was booked for two night and not been allowed to stay there for the two night by the same manager that now have to make the decision.

Hello Peter, Please assist us with this matter.

If any prove of correspondence is needed between me and the manager where he gave us threats on WhatsApp and on the Airbnb platform. I can provide.

As well as the correspondence between me and Airbnb.

Thanks in advance Best regards David Paulo.