Filthy apartment, Customer service ignoring me!

[Nadia509]

Hello,

I rented an apartment through Airbnb. at check-in which was done without the presence of the host, I discovered a filthy unsanitary apartment I will spare you the details. I called and texted the host who ignored me. I had to rent hotel rooms instead for my family, then I called the client service for 5 consecutive days, waited for around 30 to 40 minutes each time to have them telling me they will treat my urgent request and call me within the day, but they never did. I first asked for solutions, for instance, to contact the host for them to send someone for cleaning but they didn't. Now that I took the alternative hotel. I am requesting a refund for this house where I didn’t stay and the financial damage following the incompetent customer service that ruined my vacation.

They are still ignoring my requests. Please let me know what should I do to finally get an answer to my request! or if you have any pieces of advice on what to do in similar situations.

Thanks 

[Sally221]

I am so sorry this happened, you did everything right ( I hope you contacted the host thru the platform to keep a record) I'd be persistent and also use any social media at your disposal to  make a public fuss. This isn't supposed to happen & the poor response erodes the trust we are all supposed to have in the system. Leave a terrible review as well, Sally

[Branka-and-Silvia0]

@Nadia509 

at your place I would contact Airbnb through this link https://www.airbnb.com/help/contact_us

if you can then make sure to include your hotel bill to prove you ended up in a hotel.

 I am sorry you were treated this way, good luck and I hope you will be able to enjoy the rest of your holiday