In a video with over 1.3 million views, TikTok user Kaylee Sticker (@kayleesticker) claims that her group drove six hours to Florida. Plus, she says that Airbnb “is not helping us,” nor is the rental company that operated the house on Airbnb. For example, someone in Sticker’s situation may want to get a notice in writing that the Airbnb rental was not actually accepting reservations at the time and submit that information to Airbnb. All communications to that end, both between the guest and Airbnb and the guest and the host, should happen on the Airbnb platform. “We booked a second place, and 11 PM that night, they called and offered us a full refund for the first place and decided to cover the difference from our first place or second place,” she explains.