Hello,
I recently stayed at an Airbnb property (First Time Booking With Airbnb) with my family, and we experienced a severe bed bug infestation. We woke up covered in bites, and after inspecting the room, we found clear evidence of bed bugs. I immediately took photos and videos as proof and contacted the host, requesting that the room be cleaned.
The host responded by expressing surprise and asking me to send him pictures. He then instructed me to roll up the carpets throughout the house and put them outside, which I did. He promised to come the following day to replace the carpets, but he never showed up during my entire month-long stay. Additionally, when I asked the host for basic cleaning supplies, such as a mop and bucket, he assured me that he would order them, but they never arrived.
I contacted Airbnb support, and the representative I spoke to advised me to immediately vacate the property and find a hotel, which I did. The manager I spoke with also promised me a 100% refund for the time I spent at the listing, as well as reimbursement for the hotel costs. However, once I booked the hotel, the representative reneged on all promises. He stated that the host refused to refund me, that I wouldn't be compensated for the bed bug issue, and that my hotel costs wouldn’t be reimbursed either.
I have already sent Airbnb all the evidence, including videos, pictures, and a medical report documenting the bites. I even provided videos showing the bugs jumping on the bed (it was extremely disturbing). However, every time I follow up with Airbnb support, I’m told that someone will contact me within 10-15 minutes, but no one ever calls back.
At this point, I am feeling frustrated and disheartened by the lack of resolution and poor customer service.
If anyone has advice on how to handle this situation, I would greatly appreciate your input.
Thank you in advance for your help.
Linda.
