My first ever post here and first ever horrible experience with Airbnb. I had to go to Kazakhstan for a couple of days with my husband and child and yes, I suspected Airbnb there could be a scam but I needed somewhere to stay, checked the reviews, seemed legit, booked a "luxe, very clean" flat at a premium and thought that was it. Upon arrival, the flat was dirty - and I mean poop smudged on the toilet seat, dry puke on bed linen, shower not cleaned for a couple of weeks, metal springs sticking out of mattress, sofa bed covered in multiple stains, mattress with brown smudges, multiple items broken and all amenities from the description missing - such as towels, bed linen, toilet paper, soap, even rubbish bin. The flat I am told is used for one night stands by locals and looks like it has not been deep cleaned for months. We arrived at 4am, could not get a hold of the host and so had to sleep on this celebration of bodily fluids praying to not catch anything. No information of any type on arrival, host uncontactable, wifi password only given to us on day 3 (no connection in an unknown country was very stressful). On day 1 finally got a hold of the host who happened to be abroad and did not speak any English. A cleaner was sent and a flat was brought to basic standard of cleanliness, with many more structural issues still remaining. We were there only for a couple of days, with a child, had a busy schedule and moving was not feasible. So we stayed trusting that Airbnb will partially refund us for what is a mis-advertised, mis-sold flat. Came back to the UK, sent 50 photos of evidence and all correspondence with the host to Airbnb... got £14 a first day cleaning refund and wished good luck. Seriously!!! For a flat that is being charged for as premium but is well under basic. So Airbnb not only promotes mis-selling via its platform, does not punish unscrupulous hosts allowing them to continue to scam other guests, but also does not protect its customers at all in case of a flat being not as described? They are telling me I should have moved out on day 1. To where I wonder! Kazakhstan is not the UK, we did not have many options. I am very upset by this all. What do others do in this situation? Thank you for letting me vent.