I’ve rented an Airbnb for a few weeks in a major US city and the listing promised access to an outdoor heated pool as well as a gym. I’ve arrived at the property and was surprised to find out that my key fob isn’t opening the gym/pool area. I’ve messaged the host and they’ve confirmed their unit doesn’t actually have access to said amenities despite the listing saying otherwise.

I’m going to file a dispute with Airbnb soon. What % of the nightly stay price can I expect to be reimbursed? I’ve tried to find reports on the Internet on similar situations but no one provided any numbers.

  • I would think that you possibly won't be offered monetary compensation but rather be offered a free nightly credit
    – Midavalo
    Commented Sep 10, 2022 at 20:32
  • 2
    What was the nightly stay price? How much do you think you should be compensated? AirBnB isn’t explicit airbnb.co.uk/help/article/2868/rebooking-and-refund-policy
    – Traveller
    Commented Sep 10, 2022 at 22:39
  • @Traveller $250/night. The building photos featured the gym and the pool as the second and third photos of the listing. Both were listed on the list of amenities as well.
    – JonathanReez
    Commented Sep 11, 2022 at 1:44
  • 2
    AirBnB’s FAQs on the topic say only that ‘The size of a refund depends on the severity of the issue, the impact on the guests, whether the guests remain in the space and the portion of the stay affected.’ They give an example of lack of a pool being a major issue. Are there any references to the issue in reviews of the property by previous guests? Are you planning to continue your stay there despite the problem? I’d be asking for at least a 20% refund
    – Traveller
    Commented Sep 11, 2022 at 7:21
  • 1
    Take screenshots before those disappear.
    – user4188
    Commented Sep 12, 2022 at 9:51

1 Answer 1


I’ve ended up settling with the host for 5% of the total cost of the booking, which was satisfactory to me.

  • 2
    Good, make sure to write a public review. praise the rental (if it was good) and at the same time say that the pool and gym was not accessible; also check that the listing reflects that. (no need to say you had some money back).
    – Max
    Commented Sep 12, 2022 at 11:49

You must log in to answer this question.

Not the answer you're looking for? Browse other questions tagged .