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From the linked support chat: > Customer: You're saying that you list hot water as an amenity on each listing? And if it's not listed, we should assume we only

From the linked support chat: > Customer: You're saying that you list hot water as an amenity on each listing? And if it's not listed, we should assume we only get cold water? > Airbnb Support: Yes ma'am some Host may have it without listing it which would be a value added. But in case you as a guest would like to make a claim the amenity has to be listed in order for us to force the Host to comply with it. KB article: What are essential amenities? https://www.airbnb.com/help/article/2343 https://www.airbnb.com/help/article/2343 It seems Airbnb's position is to judge listings equally regardless of the country that they're in. An "essential amenity" is an amenity that would be considered essential everywhere, and very few things are designed to meet this criteria. Hot water would not fall under this umbrella since you would not expect hot water for listings in some countries. By that rule is electricity in the same boat? Even if this policy makes sense, I don't think it's communicated well before making a reservation for a listing in another country. This listing appears to be in Portugal where I think nearly everyone would expect hot water. Someone in the Reddit comments said Airbnb gave the same answer in response to a listing in the US that didn't have a bathroom, so at least they're consistent. I could talk about how such a listing wouldn't meet American habitability requirements, but they didn't post any evidence of the conversation.

necovek 3y ago
I am sure there are plenty of places in all countries where you've got shared bathrooms or toilets which you can't really list as having a bathroom or hot water, even though they are available (eg imagine beach bungalow on a camping site). Still, I'd agree that hot water is an essential amenity that needs to be available to a guest, even if the rented unit does not provide it.
- gurchik 3y ago
  As I understand it, a camping site could be listed on Airbnb without any access to a bathroom or running water. If this is properly communicated before booking, I don't have a problem with it. In this case the property normally has hot water but it was broken and the Host attempted to fix it but was unable to. Airbnb refusing to refund seems to me to be unfairly hiding behind a technicality. I don't support the idea that every detail of every listing on the site needs to be meticulously inspected otherwise you might not end up with an expected standard amenity.
  - necovek 3y ago
    Not arguing against your point (I do agree with it!), just mentioning that there being this technicality is reasonable for a generic case even in countries where it would be out of the ordinary not to have them. Edit: I could have said it simpler above :)
  - rjh29 3y ago
    It's rare but when you have a problem with an Airbnb, in my experience the customer support does not have your back. They are trying their best to get out of paying you or supporting you. Booking.com is called evil on this site, but I feel much safer using them.

necovek 3y ago

I am sure there are plenty of places in all countries where you've got shared bathrooms or toilets which you can't really list as having a bathroom or hot water, even though they are available (eg imagine beach bungalow on a camping site). Still, I'd agree that hot water is an essential amenity that needs to be available to a guest, even if the rented unit does not provide it.

gurchik 3y ago
As I understand it, a camping site could be listed on Airbnb without any access to a bathroom or running water. If this is properly communicated before booking, I don't have a problem with it. In this case the property normally has hot water but it was broken and the Host attempted to fix it but was unable to. Airbnb refusing to refund seems to me to be unfairly hiding behind a technicality. I don't support the idea that every detail of every listing on the site needs to be meticulously inspected otherwise you might not end up with an expected standard amenity.
- necovek 3y ago
  Not arguing against your point (I do agree with it!), just mentioning that there being this technicality is reasonable for a generic case even in countries where it would be out of the ordinary not to have them. Edit: I could have said it simpler above :)
- rjh29 3y ago
  It's rare but when you have a problem with an Airbnb, in my experience the customer support does not have your back. They are trying their best to get out of paying you or supporting you. Booking.com is called evil on this site, but I feel much safer using them.