Travel Troubleshooter: I’m freezing! Can you help me get out of this Airbnb?

You have helped me before , but I need your help again unfortunately. I am currently in an Airbnb near Washington, D.C. I’m in the basement, and it’s 63 degrees Fahrenheit.I have no control over the temperature. The host controls it upstairs, and I am freezing. The host forbids me from opening any windows to let in the warm air, and I am so cold that I feel like it’s some sort of torture. The host taped up some of the air conditioning ducts in the basement, which initially helped.

The problem is simple: Your host wanted you to live in a freezing cold basement, and Airbnb — true to form — wanted you to work it out with the host. But when you’re sitting in a basement and freezing, you can only be so patient. I think your host’s demand to leave the windows closed was unreasonable. It may have kept the upper floors cool, but you were cold. And there was no way of regulating the temperature in your quarters.

Airbnb’s representatives were apologetic, but they assured you that they had spoken to the host and that she had addressed your problem. “It seems you are still feeling cold,” the Airbnb representative said. In the next message, Airbnb said it will try to help you tomorrow, which is completely unacceptable.

I’m sure Airbnb would have eventually found a way of making your stay comfortable. But when? By the time I got involved, it had already asked you to spend a night in a freezing basement. Then, to add insult to injury, Airbnb messaged you to say that your problem would not be covered by AirCover, and if you canceled, you would not get a refund. “This means any refund issued is solely up to the host,” a representative said.

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