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
BREAKING Alice Munro, Nobel literature winner revered as short story master, dead at 92
Nobel laureate Alice Munro, the Canadian literary giant who became one of the world's most esteemed contemporary authors and one of history's most honoured short story writers, has died at age 92.
Latest updates on air quality alerts, and when the smoke may reach Ontario and Quebec
Wildfires have led Environment Canada to issue air quality advisories for parts of B.C., Alberta, Manitoba, Saskatchewan and the Northwest Territories, as forecasters warn the smoke could drift farther east.
Are these Canada's best restaurants? Annual top 100 list revealed
The annual list of Canada's top restaurants in the country was just released and here are the places that made the 2024 cut.
Attack on prison van in France kills 2 officers, inmate escapes
Armed assailants killed two French prison officers and seriously wounded three others in an attack on a convoy in Normandy on Tuesday and an inmate escaped, officials said.
Steal a car, lose your driver's licence for 10 years under new Ontario proposal
Repeat car thieves may face lengthy licence bans under proposed changes to Ontario’s Highway Traffic Act.
$1.6B parts plant for Honda electric vehicle batteries coming to Niagara Region
A Japanese company has announced it will build an approximately $1.6-billion plant in Ontario's Niagara Region that will make a key electric vehicle battery component as part of Honda's supply chain in the province.
B.C. brings in law on name changes on day that child killer's new identity revealed
The BC NDP have tabled legislation aimed at stopping people who have committed certain heinous acts from changing their names.
Manitoba premier to visit areas impacted by wildfire
Manitoba Premier Wab Kinew will get a close-up look at the devastation from a large wildfire burning in northern Manitoba Tuesday.
Significant police presence as Israeli flag flies at Ottawa City Hall
The Israeli flag is flying at Ottawa City Hall today to mark the country's national day, with plans to hold a private ceremony to mark Israel's Independence Day. There is a significant police presence at City Hall, including security barriers outside the main doors.