Why hasn’t Airbnb responded to our refund to assist with our full refund

[Franklin92]

When we booked this place, there was just one review. When we got here there was another review saying no hot water. . 1. We have been unable to reach Joffrey all day yesterday. The person we reached was through email, 2. No heat, the person told us that they had been having problems with if for months ground floor apartment.little light, it cold in here. Broken seat, we tried to contact them immediately. Message unable to be delivery to Joffrey, last night before we discovered there was not hot water. There was a police surveillance team out front of this apartment j.we want our money back

[Emiel1 · Accepted solution]

@Franklin92 

You need to follow procedures as described here:

https://www.airbnb.com/help/article/248/if-something-goes-wrong-during-your-stay

[Helen3]

If the host doesn't respond to your messages on Airbnb then call Airbnb and ask them to cancel the booking so you can find somewhere else to stay @Franklin92