Stuck in a bad spot

[Tomas572]

When we got to our Airbnb. We noticed mold, dust,  insect nests, cigarette burns in the bed and other furniture and the fragrant smell of sewer mixed with cigarettes and cheap air freshener. The cab driver who dropped us off would not get out of his car stating that it was too dangerous. The park in front of the apartment is covered in homeless people and dogs fighting. Police sirens going all night long. We requested a refund. The host came in and wiped up the mold and some of the dust but the place still smells, there are still cigarette burns in the upholstery and there are still homeless people still wandering around like zombies out front. Airbnb is still denying our request for a refund and we are stuck in a motel waiting for a response. I have been in Airbnbs for over 10 years all around the world and never had an experience like this. Our case manager is missing in action and we are left stuck in limbo. If someone at Airbnb actually reads this please reach out to me to help resolve this case.

[Joan2709]

@Tomas572 

I would not have even set foot inside. In these situations, contact Airbnb and state you do not feel safe staying and ask them to cancel the booking and find you another place to stay. Try to get video/photos of the area and mention the cab driver wouldn't get out of the cab as it was too dangerous. 

This is just a community discussion forum,  so Airbnb will need to work with you on this. Perhaps one of the moderators can help assist this guest and forward to the appropriate team at Airbnb?

@Emilie @Rebecca @Bhumika @Alex @Elisa  

[Tomas572]

We got in around 1:00 am dead tired from our trip we didn’t unpack I woke up at 9:00 feeling sick and immediately requested a refund from the host. After waiting around all day he finally texted back “no”. I then started a Airbnb support call that lasted until late that night so we ended up stuck another night. Yesterday we checked into a motel while I dealt with support. This morning I received images that the mold on the ceiling was wiped up and some other areas were cleaned. Obviously the smell is still there as are the cigarette burns and you don’t get rid of mold that quickly. On top of all that the area remains completely unsafe. I would really like to book another AirBnB but I am afraid if I do then I will have no chance at a refund in the other place. Which is over $800usd. Is there anybody in this group that can help me out? 

[Joan2709]

@Tomas572 

So sorry you're dealing with this...

In the morning it would have been better to take pictures of all the things you discovered in the Airbnb. Then don't wait around all day for the Host to respond. Message the Host right away you have to leave for your health and safety and will be contacting Airbnb to cancel the stay, as it is not safe for your to remain at their listing. Don't wait for the Host to respond. Get somewhere safe. 

[Tomas572]

AirBnB’s response and mine:

I hope this message finds you well Tomas.

This is your Senior Case Manager here in Airbnb, and I do apologize if I’m not able to get in touch with you right away as I’m out of the office. I will call you back in the next couple of minutes as I’m engaged with a phone call with the other user.

Please know that I was able to review your message, and I understand where you’re coming from, and you would like to have a refund. While I consider the situation that you’re in, and would like to honor your request, however, your Host wasn't able to capture the smell by the time that they’ve arrived, and even checked the pipes. There are scents that were removed, and there’s even garbage from a paper bag that they’ve pulled out that has a bad smell as well. Your Host was able to provide additional cleaning, and minor issues aren't enough reason for us to cancel a reservation, and process a refund.

In addition to that, the people that are wandering outside it out of the Host control as they only advertise the property. With that being said, I will not be able to cancel the reservation, and issue a full refund, however I can still process your hotel reimbursement. I would like to know how you would like to proceed in this case.

From me:

Process the hotel reimbursement. The apartment still smells and is still unsafe. I will still seek a refund for days not used through all means that I have at my disposal. This apartment is not acceptable for any user. It is not safe from a security standpoint nor from a personal hygiene standpoint.

[Tomas572]

If there is anything else I can do please let me know. We will be booking another AirBnB with solid reviews. We are really disappointed the AirBnB allows these hosts to keep on marketing inappropriate properties to unsuspecting users. Look at my reviews, I have traveled a lot. I am not a complainer and I treat others as I expect to be treated. I am not sure what other recourse I have at this point to seek a refund. To all those reading this be ware…and to AirBnB managers I ask that you put yourself in my position and do what you would want done for you.

[Joan2709]

@Tomas572 

I would continue to push for a refund of the unused days. By all means leave a honest, non-emotional review. You have 14days to post one. Not sure what the other reviews of the property were? What was the listings review rating before you booked it?

I would stop all communication with the Host at this point and deal strictly with Airbnb. While it's true, the Host has no control regarding the people outside and whether the location is considered "safe", I would mark them down for location and also, the cleanliness issues. To be fair, as long as the Host listed the location accurately, then it is up to the guest to do some research on the area and decide for themselves if they want to book it. Additionally, waiting around all day for the Host to respond means they get bad marks for communication also in my book. 

Don't put anything in your review that would cause Airbnb to remove it. You can be sure the Host knows a negative review is coming, so don't give Airbnb any reason to remove your review. Especially do not communicate with the Host at this point and especially do NOT indicate you'll leave a good review in exchange for a refund, as this is against Airbnb policy. Future guests will need to know the situation and your honest, non-emotional, factual review is all that is needed.

Airbnb Reviews Policy

https://www.airbnb.com/help/article/2673