Need urgent help with misleading listing

[Benjamin1720]

Hi everyone,

My girlfriend and I arrived into Paris yesterday and our AirBnB is not like it was listed. In the lounge room most of the furniture has been removed, which does not match the listing photos, the apartment was dirty and I had to re-clean things when we arrived including a kettle full of limescale, dishes, hairballs in our bedroom and hair in our bed amongst other things. The bedsheets are not new and were covered in piling.

This issue has also been highlighted in a review on their listing from just two weeks ago.

I contacted the host and let them know my concerns this morning because I was sick yesterday. They replied saying they moved out a month ago and that's why the furniture is gone. They apologised for the lack of cleanliness and offered to reimburse me my cleaning fee (50AUD of 1,100 AUD). They've now updated their bio as of today saying they've moved out and I did not get a screenshot of the original. It originally said they lived here and guests have it when they are away.

While the apartment itself is fundamentally the same, the layout, vibe and aesthetic is completely different especially in the lounge rooms. Then you add the uncleanliness.

My girlfriend and I do not know what to do. Do we contact support? Do we ask for more reimbursement to the host directly? They have not offered anything beyond the 50AUD.

This is not the experience we wanted for our last few days in France and first time in Paris (we leave in three nights). I'm not complaining to get a refund, this just feels really misleading as we would not have booked this place if we had been made aware of what it looks like now.

Thank you so much

[Shelley159]

Hi @Benjamin1720 

Sorry to hear about the bad experience. Don't worry about not taking a screenshot - Airbnb support has access to the activity logs and can see which part of the listing was changed and when.

[Elegant-Homes-Retreat0]

Hi @Benjamin1720,

I'm really sorry to hear you're going through this — especially on your first visit to Paris. That kind of disappointment can really affect your overall experience, and you absolutely did the right thing by reaching out.

Here are a few important steps you can take right now:

:hammer_and_wrench:️ 1. Contact Airbnb Support Immediately
You can do this via the Help Center or the Airbnb app. They can review listing changes, host communication, and photos you've taken — so screenshots aren't necessary if you missed them (as @Shelley159 mentioned, they have access to listing history).

📸 2. Upload Photo Evidence
Send Airbnb clear photos of the missing furniture, cleanliness issues, and anything else that doesn’t match the listing. That strengthens your refund or relocation case.

💬 3. Ask for a Full or Partial Refund Based on What’s Missing
A $50 cleaning refund is not enough if the entire presentation and comfort of the space has changed. You’re not being unreasonable — you're standing up for fair expectations.

💡 4. Mention the Previous Review
Let Airbnb know this issue was raised two weeks ago and still hasn’t been fixed. That proves it's not an isolated case and supports your claim.

Even though it’s late in your trip, I hope you and your girlfriend still find time to enjoy the beauty of Paris — the city deserves to make a better impression on you both.

Wishing you the best of luck with Airbnb Support — and do let us know how it turns out. It’ll help other guests going through similar issues.

[Benjamin1720]

Thank you very much. This is a very well thought out and appreciated response. My partner and I were able to get a refund for most of our trip and have been relocated. Would you suggest leaving a review reflecting our experience on the property or will this be handled from the complaint we placed with AirBnB?

[Benjamin1720]

Thank you so much Shelley - I just wanted to let you know AirBnB supported me to receive a refund for most of my stay and my partner and I have been relocated.

[Joelle43]

Hello @Benjamin1720 

As a host myself and a French one to boost, I am appalled at the state in which you have found the listing and yes, definitely contact Customer Support.  I hope you took photos of the issues you mentioned and it is the hosts responsibility to offer a listing that ressembles the photos on Airbnb.

You have every  right to complain and to ask for a reimbursement and ask to be relocated according to the Airbnb help link below:

https://www.airbnb.co.uk/help/article/248

You contacted the host to get them to address your issues which was the right thing to do but if you are without furniture and any amenities advertised then you definitely have a case.

I imagine that this has put a damper on your trip but hope you will still enjoy everything that Paris has to offer.

Good luck and please let us know how you get on with CS.
All the best
Joëlle

[Benjamin1720]

Thank you so much Joëlle. Your response was really appreciated. My partner and I were able to receive a refund for most of our trip, as well as a partial refund for the impacted night and have been relocated. Thanks again for your response and the response of others. 

[Joelle43]

Hello @Benjamin1720 

I am delighted for you and your partner of the happy outcome😊  Now you can go and enjoy Paris properly.  Have fun!

[Helen3]

Ask Airbnb to cancel the booking as the listing isn't as advertised . Before you do this find an alternative listing that's available and ask Airbnb to transfer the booking @Benjamin1720 

[Benjamin1720]

Thank you very much Helen, we were able to get a refund for most of our trip and have been relocated. Take care