Unsafe listing

[Stella750]

When we arrived at the listing in Negombo, Sri Lanka, we were shocked that the apartment was not as described. The apartment was split in two with a lift / common entrance between the floors snd the door to the bedrooms wasn’t secure as the lock was broken, so the apartment wasn’t safe and we had to leave. The apartment was not in good repair with bare electrical wires and broken floor panels (trip hazard) and a drawer front that fell off when opened. We’ve messaged Airbnb several times but had no response. The apartment was not safe and we therefore need a refund but they are ignoring us. Can anyone suggest how we can get some help please? It’s just not acceptable that Airbnb do not want to help guests when things go wrong. 

[Shelley159]

Hi @Stella750 

The first step is usually to contact the host. You can message the host and explain the situation, and you also have the option of requesting a refund (the "send or request money" option). Sometimes, after some discussion, the host may initiate the offer to send you a refund. Airbnb customer support can be approached if you are not able to come to an understanding with the host.

[Stella750]

We should add to this that the door to the upstairs bedroom could not be securely locked and could be accessed from the street without the use of a key, not safe for us to allow our teenage daughter to sleep in