Airbnb Support will not respond

[Noelle-and-Brad0]

Last week, my family and I stayed in an apartment in Paris. 3 days into our stay I messaged our airbnb host that the locking mechanism on the door was no longer working and we could only lock it from the inside, meaning if we wanted to leave as a group we could not lock the door. We were able to “rig” it once so we could all leave, but basically someone  had to stay behind because our valuables were in there. I messaged the host again the next morning and they assured me someone was coming asap. Our other guest who was working from the apartment  had to leave for a meeting,  I called the host immediately. It was our daughters 13th birthday and we had been out celebrating her. I said to the host that we were 30 minutes away meaning our valuable would be in an unlocked apartment. I said I Would have to leave my daughters special birthday lunch in order to be at the apartment for the technician to arrive, and make sure that our valuables were safe. she said not to worry that that he would be there in 30 minutes time, maybe one hour and we were too far away. We were at our birthday lunch and after a few hours no one had come, so I LEFT MY DAUGHTERS BIRTHDAY LUNCH to rush back. Basically we were without a locking front door ( and I want to add that this door let directly out to the street, it was not in an apartment building ) for 36 hours. I reached out to airbnb support back on April 8th as an “unsafe issue” and have heard nothing back! I am not sure what to do, as this stay was over $4000 and I think we need reimbursement. I would love any advice you have

[Mike-And-Jane0]

@Noelle-and-Brad0 If you want a refund you have to leave the property. Finishing your stay and then demanding a refund doesn't work I am afraid.

[Noelle-and-Brad0]

The issue was that I was unable to get In touch with anyone. Neither the host would resolve and Airbnb did not respond either 

[Linda108]

Your options with Air BNB or any reservation is to stay or leave.  If you stay, you accommodate the issue and the host's process to correct.  Whether you get compensation is up to the host.  Many good hosts will offer a partial refund depending on the impact on your experience.  It is not up to Air BNB to provide any refund unless you cancel your stay and there are unused days.  You also will review the host negativey if the issue inegatively mpacted your experience.  Bringing Air BNB into your situation is only if you wish to cancel and relocate.  They cannot make a host fix a lock any faster than you can.  However, if the host frequently ignores guests and the listing is sub par, Air  BNB might suspend the host from the platform.  That does not help you solve the problem or enjoy your experience, however.  Stay focussed on that.  On almost every trip, something happens that is out of your control.  That is what travel insurance is for, but when it comes down to it, you are going to have to address it.  The point of my post is that you shouldn't waste your time trying to get others to do the right thing.

[Noelle-and-Brad0]

Thank you! I appreciate the input, we have used Airbnb for over 10 years ( as a host and a guest ) and have never run into this type of issue