Broken toilet seat

[Ruby82]

Hello,

me and my boyfriend are currently staying at an air b n b for 4 nights and we’ve discovered the toilet seat is broken, no soap for hands provided, dirty dish washing sponges and most of the dishes and pans are dirty with old food...

we messaged the host and he said he can’t fix the toilet but would give us some sponges ... this was 6 hours ago and it’s 9pm and we want to go to bed !!

does anyone know if it’s ever possible for guests to get some money back for the broken toilet seat? It wasn’t a cheap air b n b so feel a bit gutted.

[Linda108]

@Ruby82   Staying in an Air BNB listing that does not meet your expectations will be seen as agreeing to the sub par condition and no refund will be granted unless the host wants to give you one.  If you choose to cancel the rest of your stay, you would need to contact Air BNB after you contacted the host, which you have done.  Air BNB could assist you in finding another place and get a refund if you can demonstrate the lack of livability of the listing.

[Ruby82]

Thanks Linda .  We are only here for 3 more nights so changing air b n b would be such a hassle and probably ruin our short  holiday. It’s livable but unfortunately not worth the expense ( was pretty pricey ). 

Its labelled “NEW” yet has marks on the walls.

Just seems a little unfair coming to somewhere that just seems like a business and in cared for 😞 

[Ana1136]

@Ruby82 you would be surprised how fast guests can leave marks on the walls, I walk around with a jar of paint and small brush almost after each group of guests. That said, @Linda108 is right, you can not stay there and ask for a refund after the stay is over, you must contact Airbnb now. 

[Branka-and-Silvia0]

@Ana1136 

If available in Macedonia I advise you to paint your walls with CAPAROL latex wall paint. You can wash the marks on the wall with a sponge and detergent.

For kitchen use DULUX latex paint, even more durable and easier to wash.

We host for 3 full years and didn't have to repaint anything , just wipe it here and there at the most frequent places.

[Ana1136]

@Branka-and-Silvia0 thank you, I will definitely look it up, it would save me so much trouble 🙂 

[Susan1028]

I do this with paint too @Ana-0  Even my vacuuming can nick the walls.

[Ana-0]

did u mention me?i don't understand

[Branka-and-Silvia0]

@Ruby82 

when some listing is marked as "new" it means it is a new listing on Airbnb, not newly built or renovated.

[Julie143]

Was there a cleaning fee? Maybe you could ask for the cleaning fee to be refunded, since it sounds like it wasn’t done properly.

[Gordon0]

If the host doesn't fix this to your approval, get in touch with Airbnb. You've paid good money and deserve a decent experience. Don't 'put up with it'.

[Sarah977]

@Ruby82  The correct protocol in this type of situation with an Airbnb is to first notify the host, which you have done, and if the host does not correct the problems, you contact Airbnb. Marks on walls isn't any big deal, but leaving filthy sponges, no soap and dirty dishes, etc are, and not doing as he said is unacceptable. And replacing a toilet seat is a simple and inexpensive thing to do.

Always keep communication with host on the Airbnb messaging system, not phone calls or texts, that way Airbnb has an easily viewable record of what has transpired.

[Rachel0]

@Ruby82 Sorry to hear that you are having such an unpleasant experience on your holiday.  Like @Sarah977 said, a few marks on the walls are not a problem but filthy pots and pans are inexcusable and, if nothing else, are a health risk.  Please make sure that you write an accurate review of this place when you get back home so that any future guests  are aware of how nasty the place is.   

[Susan1028]

I concur.

As a host who’s meticulous about everything and offers a lot of amenities for a reasonable price, I’m peeved another host would present that way and not correct those reasonable concerns for top dollar.  

The condition of the dishes and lack of soap are not ok.  Soap isn’t expensive and hists should have backups of all supplies on hand.  The toilet seat can be replaced for less than $20 in less than 5 mins. The lack of cleanliness is a health issue and at the very least a refund of the cleaning fee would be a gesture of good will.

If the host chooses not to take politive, polite corrective action you have every right to address it with Airbnb.