Host refused refund on mouldy property

[Florence963]

Hello,

My friends and I booked an Airbnb two weeks ago and as soon as we arrived at the property we were mortified at the condition it was in. The smell of mould permeated throughout the entire property from the shared corridor to our flat.

There was mould bubbling up from beneath the paintwork, rat droppings in the kitchen, flies and a shower that was unable to provide an adequate temperature of water that wasn’t scolding or freezing. We arrived late and couldn’t find a room at a hotel so we had to stay and vacate the property at 7:30am the following morning to check into a hotel. 

We contacted Airbnb and the host to update them on the situation and to request a full refund, providing plenty of photos to prove our claims. We received a partial refund  for the second night since we had left however we have been told that unless the host complies, can cannot receive a refund on the first night.

The host was unable to refute the photographic evidence that we had submitted and merely disregarded its existence, rejecting our request of a refund entirely. 

I never expected to be forced to pay for something that was so far from what was advertised just because the host refuses to take accountability for that sharp practises that they are employing. For Airbnb to accommodate this behaviour is unacceptable.

Does anyone have any advice on how I can pursue this to issue to obtain my reasonable request of a full refund. 

Thank  you. 

[Mike-And-Jane0]

@Florence963 Generally once a guest stays then they pay. However as you then left and had a good reason for staying/left as soon as you could  I would contact Airbnb on Twitter and ask them to reconsider. Also make sure you leave an appropriate review - Hosts/properties like this have no place on Airbnb.

[Joelle43 · Accepted solution]

Hello @Florence963 

As a host I am horrified to think that there are owners like this on the platform.  What did the reviews say of this place?

If the owner refuses to refund, there is Aircover for guests that should step in.  You paid a handsome commission for this protection in your reservation and there is a clause for this in the following link:

https://www.airbnb.com/help/article/3218

Let us know the outcome,

Joëlle

[Florence963]

Hi Joëlle,

Thanks so much for your response, I will try that next! All of the reviews were good which is part of the reason we were so shocked! 

Florence

[Jenny]

Hi @Florence963 

I'm sorry you had such a dreadful experience.

Did you take the advice of @Joelle43 and @Mike-And-Jane0?

Please do come back and update us to let us know if you were able to get this sorted with Airbnb.

Jenny