Help With Disgustingly Filthy Host

[Thomas715]

Thanks in advance for any advice given here.  Upon arrival at our reservation we found the property to be extremely filthy.  After about an hour of mulling it over with my buddy who was traveling with me, I phoned the host to explain that I didn't care to go into detail but that I was unhappy with the condition of his property and wanted to immediately vacate and get a refund.  He apologized and said "no problem", then explained that I should cancel the reservation via the app and he would get a notification and a refund would take a few days to process.  We took a view quick videos and photos and bailed immediately.  During dinner I used the app and selected "reservation was cancelled by host".   The host says he has not received any cancellation notification from Airbnb.  I have sent a message to Airbnb requesting help.  Below are links to pics and a video (watch until the end).  Please confirm we're not crazy and this place is a dump.

Photos

https://www.flickr.com/photos/139096447@N07/albums/72157691404204922/with/38984628500/

Video <--watch until the end

https://www.youtube.com/watch?v=sC5BGaDsosg

[Dave-and-Deb0]

Wow @Thomas715

That is pretty disgusting and I can confirm that you are NOT crazy.  I would definately call Airbnb immediately and share this information with them and I am sure you will be refunded pretty quickly.  I would have done the exact same thing.  Contact information below.

[Thomas715]

@Dave-and-Deb0thanks for the reponse.  I received a response from Trip Team Case Manager who asked for the photos and video direct (they cannot visit external sites).  Hopefully it will be a quick resolution, but i have two questions you could maybe help answer:

1. how does a property like this have 16 glowing reviews with 5 stars?

2. how would Airbnb have resolved this if I had contacted them from the property upon arrival?  We were fortunate to find other accomodations immediately without Airbnb's assistance.

Thanks again.

[Dave-and-Deb0]

Hi @Thomas715

1. I do not know how they would receive this type of rating.  It is almost like you were in the wrong house with those types of ratings.  

2.  It is always best to contact Airbnb immediately as they have a guest refund policy.  I would expect that Airbnb would find another host for you to stay with or put you up in a hotel.  At the minimum, you would receive a full refund.  Here is more on the Guest Refund Policy: https://www.airbnb.com/help/article/544/what-is-airbnb-s-guest-refund-policy

Please let us know the outcome.

[Dave-and-Deb0]

I just thought of one more thing.  I am sure if you would have posted the video or photos on Airbnb's Twitter feed or Facebook, you would have had them calling you immediately or at least contacting you back.

[Thomas715]

@Dave-and-Deb0Great thought!  Saving that one for when Airbnb doesn't come through.