Hi all, I need a bit of help along what to do next.
I booked a three night stay at a property, which was a 8 hour drive from where we live. When we arrived at the house at around 4pm, there was a nasty smell coming from the kitchen. We assumed it was just the last guests cooking. After unloading all our bags and having a look around the property, we noticed that things that were advertised and shown in the photos where either no longer in the property, or were different to how the photos made them looks. For example, the kitchen table in the photos, shows a hamper basket, bread, biscuits, tea, coffee, flowers etc along with a clip board with the house rules, WiFi password etc etc. The table when we arrived, had a laminated a4 sheet on, and a plastic book containing restaurant info. No hamper, no bread etc. The lounge was missing books on the bookcase, plants, wood and bits for the fire, pictures on the wall. The kitchen was missing the clock, pictures, etc also. There was a bowl of teabags and sugar, and a pint of milk in the fridge. In the photos it shows nice bottles of handsoap and washing liquid, but there was 1/4 fairy washing liquid bottle and a used bottle Handwash. All the rugs downstairs were dirty. The entrance hall door was dirty, the doormat dirty and scuffing at the sides. The electric meter on show with wires hanging out the side. The sofas dirty and scuffed. Two stains on the rug. The footon thing up on the sofa. The stairs were so steep and were not advertised that they were a potential danger hazard, or so steep for those who would be unable to climb. The top of the landing was so narrow, and could easily fall down the stairs as no stair gate or rail. The bathroom shower had black mould in the showers heads, along the sides of the bath and in the corners. Under half a roll of toilet paper. No handsoap, shower gel, bath soup etc again as shown in the photos and advertised. The sink unit had toothpaste splats all over it. Yet there were clean bedding and clean towels, rolled up and placed neatly on the beds. The cleaners had obviously been in but were doing a half heated job. So after everything I messages the host who said that a changed over was not done and admitted it being her fault. I tried explaining that I think a change over had been done, but not done properly. By the time we exchanged messages it was around 7pm, by which time we had headed out to dinner, and on the way back bought some cleaning products as there were none left in the property for us to use. You would think in the middle of a COVID pandemic, antibacterial sprays and handsoap would be available. The host did try and get the cleaners to come in, but having a 1 year old baby, it’s not so easy. We told her we had bought the cleaning products and would clean ourselves. She at this point said she would reimburse us for the first night. After an awful nights sleep in a rock hard bed, we got up and headed out for the morning. When we returned, the smell from the kitchen was getting worse. After having a look around, we discover that it was coming from the fridge. When we pulled the fridge out, red liquid split everywhere and what we can over describe as a fishy, gone off, disgustingly foul, something has died, smell empowered the kitchen. Something had obviously been spilt in the fridge and been sitting in the overflow tank for sometime. My partner cleaned this up. I sent photos to the host who was apologetic but that was it. At that point I deceived to email Airbnb as had read about emailing them within 24 hours. The host at this point had also messaged to say if we wanted to leave, she would fully refund us for the rest of the stay. We made a decision there and then to leave and we drove home, arriving at 1am. The next morning I messaged the host to say we had left and will await a refund. Two days past and I hadn’t heard anything so messaged her asking what was happening. Since then I have not had a single reply from her. After speaking to Airbnb, they sent a refund back for the first night. But what about the other two nights. So after numerous emails and calls, I got another refund through, but for a random amount. So I called Airbnb again to find out what was going on. They are now saying that the host is saying we stayed for 1 night and won’t refund for this night. Even though I have messages from her in black and white saying she will refund us fully if we leave. Now she is saying we stayed 1 night, which I am not sure how as she doesn’t live in the area. Now Airbnb are agreeing with her, again I am not sure how. Rather then them saying they can’t confirm if we stayed for 1 night or night, and agreeing to split the balance in half, they have gone in the hosts favour. So the amount outstanding is £251, yet we paid £190 per night, plus £60 plus fees. Airbnb have already said they would issue a coupon for the fees which are £71, but are still charging me for the cleaning, even though no cleaning was done and the host accepted liability for this. So I’m still at a loss. I have requested this go to a manager but am so far still waiting. Help!!!
