• TikTok user @phoenruber said she booked a 10-week stay at an Airbnb that had five-star reviews.
• When she arrived, she said it was filled with stuff and didn’t have a working shower or AC.
• She said she left after 11 days, and Airbnb confirmed that it has since issued her a refund.
• Visit Insider’s homepage for more stories.

A TikTok user ended up in a house filled with stuff after booking an extended stay at what she believed was a five-star Airbnb.

People often turn to Airbnb when booking long-term stays, as the company offers discounts when you book longer visits.

User @phoenruber said she booked a 10-week stay in the “Rose Room,” a private room in a Pennsylvania home.

As @phoenruber showed in a TikTok posted on June 30, the listing features photos of a quaint home with “1930s decor” and books for $105 a night at the time of writing. That rate is reduced to around a $966 monthly fee when you book a long-term stay.

The listing looked nice to the TikToker online, but, according to her video, when @phoenruber arrived at the home, she found that it was filled to the brim with items.

In the same video, the TikTok user said that the home’s air conditioner and shower were both broken when she arrived, the bed was smaller than advertised, and she said the host repeatedly locked her out of the house when she worked night shifts.

She said the hosts also didn’t give her a key to the house, so she had to call them to let her in on multiple occasions.

“Someone save me from this nightmare,” @phoenruber wrote in the caption of the video, which had over 250,000 views at the time of writing.

The host, Karen, has multiple five-star reviews on Airbnb, as @phoenruber shared in screenshots in a TikTok. The host only has five reviews at the time of writing, and the last positive review was posted in 2019.

User @phoenruber posted a TikTok on July 1 to let her followers know she had left the Airbnb to stay in a hotel, and she posted a follow-up video in which she said Airbnb was not offering her a refund at the discounted rate she was promised when she booked her stay.

She said in the video that for the 70 nights she intended to stay at the Airbnb, the cost was set to be $2,000 thanks to the discount. But when she canceled the remainder of the stay, she said Airbnb charged her for the 11 nights she stayed at the full cost.

She said Airbnb was charging her $1,100 for 11 days, which was $300 more than she intended to pay. She included receipts of the charges in the video.

@phoenruber posted again on July 6 to say that Airbnb issued her a refund that honored the 80% discount.

“Right before heading into work, I got a call from Airbnb that they will honor the 80% off so I will owe $300~ for time I stayed there,” she said in the video. “I still believe I should owe $0 for that mess but it’s a start.”

“These types of situations are very rare,” a representative for Airbnb told Insider when asked for comment on the situation.

“We regret that our original support fell short of our high standards, and we’re since worked to provide with our full support, which included a refund,” the representative went on to say.

@phoenruber did not immediately respond to Insider’s request for comment.

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