Saratu Abiola, a student, has accused Airbnb in London, United Kingdom, of compensating her poorly after her property worth €2,800 went missing at an apartment belonging to the company.

Abiola told FIJ that on returning from an outing on February 6, she could not find the keys to her rented apartment. She then informed the rental service, but they told her to return later.

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“When I got back, no one was around to open the door. I then contacted Airbnb, and they let me spend the night at a hotel,” she told FIJ.

“I returned the following morning at 10 am, and I could get back to my flat. When I got in, my laptop and jewellery were not there. Someone had stolen my laptop and jewellery from the Airbnb flat.”

For another three days, Abiola emailed the company several times to find out how they wanted to compensate her for her loss. But it took them time to reply to her emails.

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“I can confirm that they finally agreed to get a hotel for the rest of my stay. They asked me to get the receipt for my laptop and jewellery. They asked me to get the receipt for my laptop and jewellery before they compensated me for my loss,” she said.

“I could not get the receipt for the jewellery, but I still have my laptop receipt. Despite presenting my laptop receipt, Airbnb promised to send only €500 for my loss.”

“The lack of proactive thought on this is quite something. They hoped I would forget that my reservation was still intact for the nights I did not spend at the listing. At the same time, they pretended to help by ‘offering’ reimbursement of hotel fees. It’s always an insult to intelligence for me.”

FIJ contacted Airbnb, UK, via email, but at press time, they had not responded to it.