Bed bugs

[Smaranda4]

Hello,

I am reaching out to express my disappointment regarding a recent experience with Airbnb customer service during my stay in Copenhagen. My travel companions and I discovered bed bugs in our accommodation late at night, around 1 a.m. Despite the considerable expense of this booking, we were informed by Airbnb customer support that we would only receive a refund for the remaining days of our stay, rather than the full duration, and received the full amount after hours of talking (when at first we were announced by the first customer service agent that we spoke to, that we would get a full refund and relocation).

In addition, we were advised that we could not use Airbnb to book alternative accommodations to avoid potential cross-contamination. This restriction left us effectively stranded without viable options on short notice in a foreign country. We took all necessary precautions, including washing and drying our clothing at high temperatures, and steaming and ironing our belongings. Unfortunately, customer support has been unresponsive to our requests for further assistance, and we were instructed not to contact the host directly, even though the host had offered to relocate us.

This situation has been distressing and has significantly impacted us both mentally and physically and ruined what was intended to be an enjoyable vacation.

[Paula]

Hello @Smaranda4, I’m sorry about this situation.

Have there been any updates since you posted here?

Please keep us updated.