Mold smell - no refund given - next steps?

[Angelique216]

Apologies for the long post but I’m seeking advice what to do if the host refuses to refund if we didn’t stay at their property.

I rented a place and when we walked in it had a very strong moldy smell. My 3 year old son is asthmatic and mold can trigger an asthma attack. We opened the windows that we could in the kitchen and bathroom to try and improve ventilation. The living / sleeping area had windows that did not open. We turned on the available portable air conditioning unit to try and filter the air. We returned after a short dinner to find no improvement.

We called Airbnb to explain our situation and that we couldn’t stay. Airbnb requested evidence and provided assurances they would assist us and contact the host, while we were urgently finding alternative accommodation. We sent photos of the hallway where there was evidence of moisture damage to the walls and of the ceiling of living / sleeping areas.  

The property was vacated within 3 hours of entering (checking in at around 5.30pm and leaving around 9pm with two young kids).
 
Airbnb advised they would ask the host to provide an inspection report the following day. The report indicated there was no mold found despite the strong smell. We don’t know if the report was conducted independently from the host.

The host refused a refund and Airbnb advised the evidence from the host does not align with our reasons for vacating the property so they could not offer further assistance.

I’m at loss as to what to do and frustrated that, despite following all instructions given and promptly, we have not even been given a partial refund for the nights we didn’t stay, even though Airbnb suggested this was one possible resolution. 

[Helen3]

Hello @Angelique216 

If you want to be able to cancel penalty free then it's best to follow the Airbnb process for raising issues relating to a listing , as outlined on your booking confirmation, which is to contact the host first to see if they can offer a solution before reaching out to Airbnb?

was there a reason why you didn't do that? 

As an asthmatic myself, I can understand your concerns but it is difficult to confirm mould just by a visual inspection. Often it can be condensation not mould . Or it could be something else. 

were there any previous reviews mentioning mould issues? 

how did the host respond when you approached them with your concerns ? 

if the host has a report showing no mould at the property I'm not sure why you feel you would be entitled to a refund over and above any due under the cancellation policy you booked under? 

Airbnb is correct a possible resolution was for a refund IF it was found that mould was present but an inspection report found there wasn't .

[Angelique216]

Thanks for your reply Helen. We didn’t contact the host because I was jet lagged after a 14 hour flight, in shock about the state of the property, didn’t think I would get a reasonable resolution from the host and didn’t want to waste more time going back and forth.

I’ve stayed in so many Airbnb’s and this is the first time I’ve encountered something uninhabitable. 

As you mentioned, it is difficult to confirm mould just by a visual inspection. The smell was overwhelming, my kids were coughing. 

I simply wanted to prioritise finding alternative accommodation as soon as possible so the kids could get some rest.

I didn’t expect guest protections would be so poor, particularly the assurances I was given when I spoke to Airbnb on the phone and via messages . 

[Helen3]

Hi @Angelique216 

Sorry but if you contacted Airbnb after your long trip you could have just as easily contacted the host .

If you wanted a refund to be considered you need to follow the process Airbnb shows you on your booking confirmation to contact the host first.

I think Airbnb were honest and said YOU MAY be considered for a refund if mould was present . However the host showed that was not the case. 

I am not sure what else you expect Airbnb to do in the circumstances.