Ontario family travelling to Italy has Airbnb account frozen a week before trip
As summer travelling ramps up, many are finding a place to stay using short-term rental carriers like Airbnb.
While most bookings go off without a hitch, what can you do if the host cancels your reservation at the last minute?
"We've been using Airbnb for years and years and this is the first time something like this has ever happened,” Lidya Malekov, of East Gwillimbury, Ont., told CTV News Toronto.
- Download our app to get local alerts to your device
- Get the latest local updates right to your inbox
Lidiya and her husband, Anton Malekov booked a trip to go to Italy for a full month with their baby, Maya Ellie. They planned to stay at one location for the entirety of the trip.
About a week and a half before they were set to depart, they got a notice that their Airbnb account had been suspended.
"My account with Airbnb is locked so I can't even get into it to see who cancelled it and to see what happened," Malekov said.
When they contacted Airbnb, they said the company sent them a note that read,“after reviewing your account, it appears it was suspended in error. We’ve reactivated it so everything should be in working order and we apologize for any confusion.”
When the family was able to get back into their account, they said the host had become suspicious as to why their account was locked and gave their booking to someone else.
Now, the couple said they are scrambling to try and find a place to stay, reservations are now limited and prices at the last minute have more than doubled.
“We don't know what we are going to do. We don't know if we are going to be able to go or not,” Lidiya Malekov said.
“It is their fault because it was their system error and they have admitted it was an error on their site," Anton Malekov added.
CTV News Toronto reached out to Airbnb, who called the situation "unfortunate."
They agreed to help the couple find a new listing, stating, “the Canadian guests travelling to Italy have been successfully rebooked and they have been issued a full refund.”
The Malekov's were also given a voucher to pay the difference on a more expensive rental property. They are now enjoying their holiday in Italy and were pleased they were able to salvage their trip.
CTV News Toronto reached the family in Italy and they said in a statement, “We are happy to be here and we are enjoying ourselves and would recommend people come to Italy for a visit."
The couple said they're concerned their account was locked and they hope Airbnb reviews its practices to see why it happened.
On Airbnb’s website, its terms of service shows accounts can be deactivated for a number of reasons. If it happens to you, you'll need to contact the website right away.
CTVNews.ca Top Stories
Doctors ask Liberal government to reconsider capital gains tax change
The Canadian Medical Association is asking the federal government to reconsider its proposed changes to capital gains taxation, arguing it will affect doctors' retirement savings.
Keeping these exotic pets is 'cruel' and 'dangerous,' Canadian animal advocates say
Canadian pet owners are finding companionship beyond dogs and cats. Tigers, alligators, scorpions and tarantulas are among some of the exotic pets they are keeping in private homes, which pose risks to public safety and animal welfare, advocates say.
Prince William and wife Kate thank public for birthday messages for son Louis
Prince William and his wife Kate thanked the public for their messages which had been sent to mark the sixth birthday of their youngest son Louis on Tuesday.
She was the closest she'd ever been to meeting her biological father. Then life dealt her a blow
Anne Marie Cavner was the closest she'd ever been to meeting her biological father, but then life dealt her a blow. From an unexpected loss to a host of new relationships, a DNA test changed her life, and she doesn't regret a thing.
How quietly promised law changes in the 2024 federal budget could impact your day-to-day life
The 2024 federal budget released last week includes numerous big spending promises that have garnered headlines. But, tucked into the 416-page document are also series of smaller items, such as promising to amend the law regarding infant formula and to force banks to label government rebates, that you may have missed.
Which foods have the most plastics? You may be surprised
'How much plastic will you have for dinner, sir? And you, ma'am?' While that may seem like a line from a satirical skit on Saturday Night Live, research is showing it's much too close to reality.
'Catch-and-kill' strategy to be a focus as testimony resumes in Trump hush money case
A veteran tabloid publisher was expected to return to the witness stand Tuesday in Donald Trump's historic hush money trial.
Quebec farmers have been protesting since December. Is anyone listening?
Upset about high interest rates, growing paperwork and heavy regulatory burdens, protesting farmers have become a familiar sight across Quebec since December.
South Korean sentenced to 14 months in jail for killing 76 cats
South Korean man has been sentenced to 14 months in prison for killing 76 cats in one of the country's most gruesome cases of animal cruelty in recent years.