Sutton Group West Coast Realty

I was responsible for booking a place to host 5 of my friends in Vancouver for a bachelor party in Vancouver, so I began searching 2.5 months in advance. We found a 2 bed/​2 bath apartment on Airbnb that was hosted by Bryna O. that could accommodate our group, so I booked it. The booking was accepted almost immediately. I tried communicating with Bryna via Airbnb’s messaging platform and asked her several questions — but did not receive a single response.
ON THE DAY OF OUR ARRIVAL to Vancouver, and only 2 hours before we were to check into the apartment, I receive a message from Bryna stating that she had DOUBLE BOOKED me and will not be able to provide housing for our group. She seemed completely unapologetic and unsympathetic — making up the excuse that she had been on vacation and her associate made the mistake. I asked what we’re supposed to do in this situation, and she said that Airbnb’s customer service would be contacting me within the next 2 hours, which was a complete lie. I waited 3 hours and did not receive a call from Airbnb so I called them. It was their first time hearing about the last minute cancellation. The customer service rep James V. was very helpful. He helped arrange hotel accommodations for our group and credited my Airbnb account with $ 250 for all the trouble that Bryna O. had caused. In the end, everything worked out — but the terrible service by Bryna reflects poorly on her work and on this company. She should be banned from hosting any more guests on any platform.