Hi there, As both a Host and a Guest I have been fortunate enough to have good experiences, however after booking a 31-day stay, I had to leave as the place was not safe and in breach of several violations, such as lying on the advert and not following health and safety procedures. The host eluding to returning the money only to drag things beyond the 24 hr canceling policy, to that Airbnb has in place.
So at first I didn't get my refund as the Airbnb support team agreed with me but took too long for a cancellation.
However, luckily for me, I made a video and finally, Airbnb allowed me to submit a video. The video displayed a shower not working, no bath plug and the batteryless smoke alarm on the floor. The door would not close, and the dirty sheets were still there. I could go on, but perhaps my fault for agreeing to a place with no reviews. (i later found the original advert on Rightmove and it was described completely differently.
After seeing the video - Airbnb CS admitted that they agreed the host was in breach and that I was due a refund. Naturally, justice is served. However, upon waiting for the refund the Airbnb customer support team said that they wanted to check with the host and then out the blue they responded with 'the host has time-stamped videos of before and after you left, so you get zero refund'.
A complete turnaround, but also, knowing full well the host certainly did not video a smoke alarm and a shower, it was obviously not true. So I called the host from another number and I asked the host, 'i have a video of your flat, do you know and do you have any videos before and after?" the host replied saying "no". Also the host had no idea about being asked to present videos.
So as expected a complete lie from the Airbnb Customer Support team, and proof that they just didn't want to deal with it anymore. (I even went back to Airbnb support and asked them to present said videos - to which they replied "no, we don't have to show you this").
All I wanted was my refund for not staying in a place that makes me have to wash under the kitchen sink and sleep with the door unlocked in a lively neighbourhood. Any suggestions on what to do and who to speak to about the lying customer support?
Thanks
Based in the UK
