Hi there, I’m really sorry you and your family had to go through such a frustrating and disappointing situation — especially during what was meant to be a relaxing vacation.
If the listing clearly advertised a usable pool and that was a key factor in your booking, you absolutely had the right to expect it to be clean and functional. The fact that the host acknowledged the issue and promised a refund in writing makes it even more upsetting that they’re now redirecting you to Airbnb support.
You're doing the right thing by documenting everything — especially the chat messages where the refund was promised. Be sure to:
Reference those screenshots clearly when you speak to Airbnb Support
Emphasize that the listing did not match its description, which is a breach of Airbnb’s Rebooking and Refund Policy
Mention that the condition of the property caused you to relocate at your own expense
You might also consider asking Airbnb for a partial reimbursement of your alternative accommodation if you had to pay more just to salvage your trip.
Thank you for sharing your experience — your review will definitely help others. I hope Airbnb steps in to make this right for you.
