Airbnb Letting Host Get Away With Unsafe Conditions – Please Help

[Luiz1209]

help escalating my case because Airbnb is only offering $100 for a serious health and safety issue at a $400/night rental.

I booked an Airbnb in Cartagena from March 6-11 expecting a clean and safe stay, but instead, I encountered major problems that made it impossible to stay comfortably:

• Severe mold on the ceilings, which has been poorly painted over and is still spreading.

• Strong sewage smells on the first floor every night.

• Ant infestation in the kitchen and bedroom.

• A foggy, unfiltered rooftop pool when I asked how often it was cleaned, the host first dismissed my concerns, then told me I could pay him $45 to turn on the filter.

• A pack of cigarettes was left in the living room within reach of my 1-year-old and 9-year-old.

• The host tries to charge extra for basic things instead of fixing the issues.

I provided photo and video evidence of these problems to Airbnb, expecting them to take action. Instead, I was told my evidence is not enough to prove the listing was “messy or unclean,” and I was offered only $100 for my troubles.

This is not just about cleanliness it’s about health and safety. Mold is dangerous, a pool without filtration is unsafe, and expecting guests to tolerate sewage smells and pestsat this price point is unacceptable.

I cannot stay here any longer and need a full refund for the remaining nights (March 8-11) and a partial refund for the nights we endured these issues (March 6-7).

Has anyone dealt with a similar situation? How can I get Airbnb to take this seriously?

[Joelle43]

Hello @Luiz1209 

As a host myself I'm always saddened to read this type of post from guests.  The listing clearly is not as described and at that price unacceptable.

Was it made clear on the listing that the pool was out of action certain times of the year?  Other than the pool, what other charges is the host trying to bill you for?

I would continue trying to get through to someone at CS, ask to speak to a supervisor or get help via your reservation number if you haven't already done this.   In case you don't have the Airbnb link on what guests can expect from Airbnb if they discover problems with their stay, here is the link:

https://www.airbnb.co.uk/help/article/248

Good luck and keep us posted,
Joëlle

[Marcin65]

Hi @Luiz1209  . It's very sad to read things like this. As a host I do my best to keep the place well maintained. From what I understand the best thing for a guest who is unhappy with their accommodation is to cancel immediately through customer service. You are then given the option to book another listing. You are now on the third day of your reservation so you will have trouble getting a full refund. Do as @Joelle43  wrote.