Lack of Guest Support

[Danette28]

I am a 70 year old woman who traveled to Austin to be with my son on the birth of his daughter.  The property that I booked looked fine online but when I arrived there were a number of safety issues that prevented me from staying there.  One issue was a half step indoors that wasn't well lit, even though it was written up in the description I still tripped because the step wasn't well lit.  The major safety issue was with the outdoor corrugated metal fence that had no less than 6 breaks in the fence and the aggressive dog next door that kept trying to enter through the gaps in the fence material.  

I couldn't stay at this property. And I have been working with Airbnb support to show via video the unsafe conditions only to find they couldn't view the videos and once they did after 7 days they said that I cannot have a refund because I didn't report it in 72 hours.  Coincidentally, no one said anything about this in the 7 days of working with the Airbnb Support team.  

Now they want to offer me $200.  I didn't stay there and they have not been helpful for 7 days.  Just wanted to give you a head's up.  Airbnb doesn't advocate for their guests it seems. 

[Lorina14]

@Danette28 

I’m sorry about your experience with your Airbnb booking, especially during a time of the joy of your granddaughter’s arrival. Were you able to get this resolved? Usually with issues, you should report within 24 hours of arrival and take pics and video as evidence to support your claim. Unfortunately sometimes guests and hosts are not satisfied with the customer support to their issue, even when documented well. Since you were in communication with the host and Airbnb for a week, they should have refunded you your fees and graciously found you another place to stay or a suitable outcome. Coming to the community center usually allows guests and hosts to have a sounding board and fellow hosts and guests respond with suggestions or advice. Unfortunately since this is voluntary, sometimes posts get missed. I hope that you got traction on your case.

@Rebecca @Quincy @Elisa @Paula(community managers who moderate the forum but are not directly Airbnb support) can you follow up to see if this was handled. It seems that @Danette28 was not handled well with customer service as she felt unsafe with the conditions of the space she rented and had to rent another lodging and was not compensated for the inconvenience.

[Paula]

Hello @Danette28, I hope you’re doing well, and I’m sorry to hear about this experience.

Have there been any updates since you posted? Has this been resolved for you?

Please keep us posted.