We were supposed to spend a month in an apartment with good reviews. We arrived there pretty late. The place had not been cleaned at all. There were mounds of dust on one of the doors, a refrigerator filled with half-eaten food, a bed sheet that was very old with hairs of debatable origin on it, toothpaste on the countertop, brown stains and hair on the back of the bathroom door, soda cans and bottle caps under the bed, and hair and dust at accumulated levels in the bedroom. Large food particulates were in the toaster oven, most drawers had things in them, and nothing seemed cleaned. It was late and we called Airbnb for help. They told us we could not get a refund because the unit owner had a strict refund policy and we were already in the apartment. Of course we were in the apartment; that’s when we learned that it was disgusting. Are they really that stupid at Airbnb? Whatever genius was working that day should be fired. Supposedly I am getting some money back, but so far nothing has been refunded. We are talking about thousands of dollars, and I have heard nothing about getting my security deposit back even though we never stayed in the apartment. I tried calling Airbnb; it’s all so automated that you can’t speak to anyone. Big time nightmare. Bottom line: the concept seems good when it works. But if your host is a pig, Airbnb could care less. Never will I use that company again.
Check out their guest refund policy and resolution center. Take pictures and call again. if its as bad as you say, they’ll do somethign. Pictures are key. If you have no proof, they’ll leave it up to your host which sucks but it is what it is.
you must work for airbnb rosie what are you a advocate for airbnb.