Awful experience

[Richard3570]

Hi. I arrived today to check in to my reserved apartment in Nice only to find it had not been cleaned. Dirty floor, kitchen, bedsheets, and towel. I called your helpline and they made the suggestion to find us an alternative accommodation. I have since waited over four hours and still nothing has been sorted! This is after trying to call the helpline again, which was completely unhelpful, and continuously messaging the support line. Initially, the support line messages were extremely slow. Then they just stopped responding. I have therefore had to make alternative arrangements myself. This has meant making another payment! This has caused untold amounts of stress and has ruined our first night of our short holiday. We have literally been waiting around all afternoon and evening and have had to cancel all our first night plans. I would like a full refund, compensation, and our expenses paid for subsistence during this time. 

[Marie8425]

@Richard3570 

Have you contacted the Host that you have an agreement with concerning what the Host's rental condition is upon arrival?  It sounds like your contacting Airbnb?

Or if it is the Host's Helpline not responding?  In that case you should contact Airbnb Support because your payment is not released until 24 hours after check in availability.

[Emilie]

Hi @Richard3570, 

I'm, sorry to hear your stay in Nice did not start on a good note. Have you talked more to the Support teams and found a solution over the weekend?

Let us know how the situation is evolving please. 🙂

Emilie