Strong mould smell in airbnb

[Haci14]

Hi,

I've booked my first ever AIRBNB and we've been here 2 days out of 15 and me and my family are deerly disappointed. There is a strong stench coming from the toilet, it's the smell of sewage and mould combined. We thought we can tough it out by buying spray, bleach but nothing gets rid of it. 

There is alot of mould above the shower. One of my family members has asthma and my parents are elderly, they are struggling to stay in the toilet for even 2 minutes.

What can we do? We're already looking at a new airbnb. If we move would our remaining nights be refunded?

Thanks.

[Rowena29]

Hi @Haci14 

Sorry to hear you are having issues.

The first thing you always should do if you have any concerns at all with your accomodation is communicate your concerns with your host. Your host cannot help you if they are not aware that your are dissatisfied or concerned about something. It is best to do this via airbnb messaging so that there is a record

It's possible that your host will be able to provide a solution.

However if your host is not co opertive or is not able to solve the difficulty to your satisfaction, the next thing to do is to contact Customer SErvice.

They may very well help you to cancel and also help to relocate you.

If this occurs, your unused nights should indeed be refunded. Under no circumstances initiate the cancellation yourself.

Good luck sorting it out

[Helen3]

Have a look at your booking confirmation it says you should contact the host within 24 hours of arrival to let them know of your concerns. @Haci14 .

If the host can't or won't fix the issue and it means you can't stay you can ask Airbnb to cancel and help you find something else.