Advice Needed: Unresolved Claim and Mold Issues from Airbnb Stay

[Ondřej28]

Hi Airbnb Community,

I’m seeking advice on how to proceed with an unresolved issue from a recent stay. We stayed in an Airbnb for a month and discovered significant mold issues upon checkout, including mold behind furniture in the bedroom that affected our belongings. We were unaware of the extent of the issue during our stay, which raised health concerns.

We left an honest review to inform future guests and encourage the host to address the issue. The host responded with a negative review about us and filed a claim for damages, including items like reconstruction works or urine stained mattresses that were already damaged before our stay. Some of the host’s claims were denied by Airbnb, but we were still charged for certain items (like mattresses) we did not cause.

Unfortunately, our review was removed by Airbnb for violating their policies, and we’ve been unable to appeal or view details of the host’s claim against us due to a technical issue on the platform. We’ve also filed a claim for a refund due to the mold-related health risks and damage to our belongings, but after three months, we’ve received no updates or resolution despite multiple attempts to contact Airbnb support.

We feel stuck and would appreciate any advice on how to navigate this situation, especially regarding unresolved claims, technical issues with the platform, and addressing health concerns from a stay. Has anyone dealt with something similar? What steps worked for you? 

Has anyone successfully resolved a claim involving health concerns like mold? What documentation or steps helped?

Thank you!

[Mike-And-Jane0]

@Ondřej28  a few thoughts

1) The host cannot have responded with a negative review as the reviews are blind until published. Their review of you can only have been based on your behaviours during the stay

2) You stayed for a month but only discovered the issues upon checkout. This is akin to eating a meal and then, when its time to leave, saying it was unacceptable and you would like your money back.

3) Has your health suffered in any way? My suspicion is that it hasn't.

Anyway to answer your question - You cannot do anything as you didn't take action until the last day of your stay and you don't appear to have suffered any loss whatsoever.

[Ideth8]

Your response is judgemental, incorrect and frankly unhelpful.  

1) A host can respond to a review that has been posted by a guest. 

2) It is possible to not be aware of mold until checking out.  There are tenants that live in moldy rentals unaware of any mold.  

3) With regard to their health, what you suspect has no merit.  You are making a judgement. 

There is no such thing as not being able to do anything.  You have no idea based on their inquiry what losses they suffered. Your last statement makes you sound like a troll.