I checked into a condo in downtown Aspen, where you would anticipate a nice stay if you have even half a brain. I checked in to see the condo had a tiny mini fridge and for some reason a giant ice box freezer on the floor. The freezer portion of the fridge was completely frosted over. The fridge continued to freeze all of my groceries so I contacted the host asking for help.
The host dismissed me and told me they’ve had other guests with no complaints. Apparently appliances only break on their perceived timelines. After two days of trying to get help from the host, I reached out to Airbnb. This was too late since I didn’t contact them within 24 hours. They suggested I check out and request a partial refund. I checked out well before check out time so the host could have rebooked if they would have liked. The host assured me they would give me a refund for the nights the condo was booked by new guests (as shown in their message attached).
The host laughed at me, made fun of me, called me names and berated me for days. No refund was issued. Airbnb told me there was nothing they could do even though the host assured I was due a refund. During a conversation with an Airbnb support ambassador, I explained what happened and asked them if they would be okay with paying someone $2,000 when there was no working refrigerator and they checked out only after a couple of days of a weeklong stay. They respond that would absolutely not be okay and my request was reasonable.
Airbnb staff agreed this was unacceptable only to then state that Airbnb would not do anything to help. I’ve never experienced customer service like this and hope people are aware of how Airbnb treats paying customers.