Airbnb is Fine until you Have a Real Problem

We checked into our rental in San Diego just after 9:00 PM. On our way there, we observed tents lining the sidewalks with homeless people everywhere, so we weren’t off to a good start. Upon our arrival, we discovered that one window in the front of the house (on the ground level facing the street) did not lock at all, and another window had a lock, but would not properly fasten. We tried contacting the host (at approximately 9:30 PM) but got no response. We didn’t feel safe staying there. This would have been the case no matter what neighborhood it was in, but it was especially concerning considering there were literally hundreds of homeless people only a few blocks away. We left and I cancelled the reservation that night.

The next day we finally got a response from the host, asking if we would reconsider. He offered no apologies for the broken windows, and didn’t offer to fix the window either. We did not go back and never stayed one night there. I reported the incident to Airbnb as well. We have since requested a refund, which has been denied by both the host and Airbnb. I was told by Airbnb that it was my responsibility to research the neighborhood prior to booking, and so they refused to give me a full refund, only offering $66 back. I reiterated that our main concern wasn’t the neighborhood, but the fact that the house wasn’t secure. The host mischaracterized many facts related to the incident, telling Airbnb that we called her after 11:00 PM, which was false; she offered to fix the windows, which was also false. Airbnb sided with the host and made a decision contrary to their own guest policy, which states that the host must provide a safe environment. Our issue was about safety, but Airbnb doesn’t care. I will never use Airbnb again. They will not protect you.