Refund

[Anne14516]

Hello.

I booked a 6 night stay in a flat in London.  The reviews were all good and the pictures on AirBnB looked fine.  Upon arrival it soon became clear that the flat was dirty - the bed was barely made and smelled - the oven was disgusting - the toilet and bathroom were filthy - the host had left all of his clothes in the only wardrobe in the property and his belongings were everywhere in big bags.  We wanted to entertain our family in this flat but could not.  We never stayed and asked for a full refund.  The host refused.  Air BnB are trying to say that we don't qualify for a refund under the host's cancellation policy.  I never cancelled.  Any advice please.

[Zheng49]

Could we see a link to this listing?

For next time though (if there is one), try to book a property with a "Superhost", preferably one with a flexible cancellation policy. Also aim to get one that has a lot of reviews, ie. more than 50 reviews at least.

There are some properties that just get unlisted and listed again whenever it gets bad reviews. So that may explain why it doesn't have bad reviews, when in fact there should be. But if you book with a superhost with a property that has a lot of reviews, that should avoid this scenario. 

[Anne14516]

He is classed as a Super Host...

[Mike-And-Jane0]

@Anne14516 did you report all the issues at the time when you arrived in the flat? If not then Airbnb may choose not to refund you I am afraid.

[Anne14516]

I have now received a full refund.  I did everything by the book but this has been a very stressful experience and I don't think I'll use Air BnB again.  It is hosts like this who spoil it for the majority of hosts who rent out brilliant accomodation.

[Mike-And-Jane0]

@Anne14516 Very true. Did you leave a review for the host?

[Anne14516]

Yes