Hi,
After arriving in Israel with a friend of mine, we noticed that the window was not locking, the shutter was not locking, the rails outside of the window were broken and the apartment was on the ground floor. So anyone could get in the apartment at any time. We contacted immediately the host and she told us that she can't do anything about this. So we called airbnb and this is when our nightmare began. After spending 3 days, 4 calls and getting back the answer that they were waiting for the host to reply (no temporary solution or accommodation provided),. We also provided videos of the problem. Then a case manager named Jonathan took responsibility of our issue. He wasn't replying to our phone calls because he was on long phone calls even if we've been told that he will contact us when he is available. After us calling again he sent us an email telling us that the video provided is not enough and a window issue is not a security problem; adding that the host is willing to refund us for 1 night. I asked by email the explanation for that, why a locking issue on a ground floor is not enough to be a security issue, why the 1 night refund (if the problem was solved the next day then I could accept it). We never got a response. Since we were still in Israel and we were still paying for this apartment, we went there to check if the locking/rails issue was fixed. We weren't surprised when we found out that the issue wasn't fixed. After contacting again Jonathan by email, after sending new video with the issue, we were expecting a more serious reaction on the issue. Instead of this, we received a paypal email with refund for 1 night without our acceptance on this. My question is what is the logic behind the 1 night refund, what is the level of protection that your company provides to the customer and what it is considered as enough evidence in order to prove that the apartment is exposed to every thief or anyone wants to get in.
Best regards, Gerasimos
