Stay not safe or fit for purpose; atrocious Airbnb service

[James3789]

I have been using Airbnb for nearly 10 years and have recently experience the worst stay in that long time. I applied for a partial refund as the apartment was not only fit for purpose but a safety hazard with mould and damp throughout. 

To make matters much worse, I was appalled with the awful Airbnb service. Dismissive, robotic responses to the complaint and closing the issue without a reply when the host unsurprisingly refused the refund. For the below I provided photo and video evidence to which the reply was 'you didn't report to the host do, despite spending almost £900, we will not help or support you in anyway'

It is also a concern for future people to stay there as Airbnb seem totally happy to leave as is. 

Large number of issues with flat not communicated to me which affected the quality of stay and, in places, made it not fit for purpose. Issues below, for which there is photo evidence:
- Pervasive smell of damp through apartment, as soon as you enter
- Mould throughout (shower curtain & ceiling)
- Leaking ceiling covered in damp
- Broken shower tap meaning could only bathe
- Non-functioning hob
- Dirty sheets & pillows

[Mike-And-Jane0]

@James3789 Customer support is not paid enough to think I am afraid. The requirement to report to the host is important as many guests expect refunds/discounts for silly little items that a host could fix if they were given the opportunity. Clearly this wouldn't have applied in your case but it is still important to follow the process. How long did you actually stay in the place before asking for a partial refund?

[James3789]

Hey bud, I totally understand that they get lot's of dubious requests but this apartment was a complete joke and I supplied photo and video evidence on the health risks and faulty features throughout. I cannot understand how, in good conscience, they just dismiss it. 

We were there for 6 nights and only reported at the end as we were at a wedding and in and out a lot and didn't have the time to switch places or come and fix the issues that are not simple fixes (damp, rust, mould)

The point stands that the apartment is not fit for purpose, again which I have demonstrated with photo evidence and the fact that Airbnb are leaving it up there is madness.

[Helen3]

@James3789 

If you want to claim a refund/to move elsewhere then you need to follow the process outlined on your booking confirmation .

contact the host I think within 72 hours of arrival to outline your concerns and then if host can't/won't resolve airbnb will allow you to cancel penalty free and help you find alternative accommodation.

If as you say there was a litany of damp and safety issues and it wasn't fit for purpose  why would you stay for six days??

unfortunately by not following their process for claiming a refund you have very much weakened yoyr position.

personally I wouldn't have spent one night in the sort of conditions you describe .

[James3789]

I understand what you are saying but we were there for a wedding and had engagements everyday which we were in and out of the apartment for. 

Here is a suggestion, strange though it may sound, how about only providing apartments and stays that are quality - without damp, mould, and broken appliances on your platform? Instead of blaming people for not following an arbitrary process. 

Sounds bonkers I know

[Mike-And-Jane0]

@James3789 Great suggestion but it is impractical for an online, remote hosting platform to do this if guests don't play their part. Guests need to report issues in a timely fashion and leave suitable reviews. At least the latter is still available to you which will stop other guests having to experience this listing.

[James3789]

The priority is on the host to provide safe and suitable housing, then on Airbnb to ensure that is the case. 

The guest makes decisions based on the information available, if that is not accurate it is not their responsibility to fix. End of story

[Mike-And-Jane0]

@James3789 Oh dear. I suggest you use hotels from now on then. There is not an internet portal out there who monitors its hosts without the assistance of the guests. As I say, if you are not willing to play your part in the system, stay in a mainstream hotel.

[James3789]

Not sure it says anywhere I wasn't willing to leave a review, simply where the priority should be. 

Please be sure to read messages clearly in the future

All the best

[Helen744]

@James3789 . Two avenues are then open to you James . The review system where you can inform others who may be going to stay and the notes to the owner. Do these first so that Airbnb can see this in the messaging system which they have access to. State clearly to Airbnb all of the issuses against the accommodation and indicate if any were 'safety issues'...Otherwise it looks like you stayed and the wanted a refund, no one knows your movements but contacting the owner should be your first priority , even if you feel the house was in too bad a state. ... Keep trying as every stay is different ... H

[Helen3]

Here's a strange suggestion. Bonkers I know . @James3789 

... rather than ignoring a really simple/quick process for raising issues if you want to be eligible for a refund  why didn't you just follow it.? 

its would be taken minutes for you to drop the host a quick message.

Obviously the vast majority of hosts offer accommodation as advertised .

On the rare occasion this doesn't happen if you want to be compensated you don't try to circumnavigate the process for making a claim and then get upset when your claim can't be considered. 

[James3789]

**[Content removed inline with the Community Center Guidelines- Please be respectful in your discussions with other members]

[Nur785]

@James3789 

Ad hominem attacks are not cool nor do they ever succeed in making a point. I understand you came to a forum of hosts & guests to get some sympathy for your situation. We gave you our honest opinion, which is that while you were in the right, the way you handled the situation put you in the wrong. @Helen3 made a solid point. You may not like hearing this, but you don't get to make snide remarks to people who actually give you their opinions. 

I think it's time to grow up. 

[Paula]

Hi @James3789 

I just wanted to send a quick note to let you know that I've closely read the ongoing conversation. I noticed that our Host, @Helen3 has shared helpful advice and outlined a process that could be helpful in this situation. Here is an article that provides a step-by-step guide if you have a problem or issue during your stay.

Our Community is a public forum where everyone is welcome to interact, discuss topics, and share their thoughts. It's the responsibility of each of us to adhere to the Community Guidelines and to remain respectful toward one another, even if we disagree with someone.