Have complain about apartment, seem to be getting run around

[James3118]

I am trying to look into getting a refund for an apartment rental that was in very poor shape. Shower area, shower curtain a\had bad black mold, rust on metal fixtures in kitchen, a broken chair was still in use in kitchen and we could not get hot water started. We did not stay, rented a hotel. I messaged ABnB 2 days ago. Here is reply

”

Airbnb Support6:24 PM

Just to let you know, my shift is about to finish for today and I’ll be out of office until tomorrow.

While I may not be able to reply right away, please do message me if any issues arise and I’ll follow up with you as soon as I’m back.

Meanwhile, there are lots of useful articles in our Help Center which may be of assistance:”

Still did not get reply. I also included pics of the black mold etc. 

is there a more direct way to make contact? 

[Mike-And-Jane0]

@James3118 Did you contact the host and give them a chance to rectify the issues? Did you contact Airbnb when the host didn't deal with the issue? Following the proper Airbnb process is key if you want a refund

[Mike-And-Jane0]

@James3118 Also was this a booking for yourself? It is somewhat strange that your profile name is James and yet all your reviews are for Wendy.

[James3118]

Yes I  messaged the host and she did not reply. I am trying to contact AirBNB and am having trouble getting a reply. My wife booked the apartment for us, I said I would take on the task of trying to get resolved.

we have never had a complaint about a booking before. Have given 100% positive feedback in past and we have had cleaning fee(?) refunded I believe twice. We can deal with quite a lot but this was lots of nasty black mold and was likely avoidable with some bleach, 10 dollar shower curtain and some spray paint.