Dear Airbnb,
I am writing to formally lodge a serious complaint regarding our recent stay at a property booked through your platform. On July 1, 2025, we checked into a home that was not only inaccurately represented in the listing, but also posed an immediate health hazard due to mold and moisture issues.
Upon arrival, the property was clearly neglected—the landscaping was unkempt, and the listing misrepresented both the condition and the amenities. However, the most pressing issue was the overpowering musty odor, consistent with mold presence. The host admitted to ongoing moisture problems, instructing us to empty a dehumidifier four times a day, which was a clear red flag.
I voiced my concerns about the potential presence of mold to the host early in our stay, but my concerns were entirely ignored. Days later, my wife—who is seven months pregnant—began to experience physical symptoms consistent with mold exposure. This prompted us to escalate the matter to Airbnb Support.
We were then asked to provide proof of her physical reaction, which we found to be highly invasive but complied nonetheless. Support then advised us to conduct airborne mold tests ourselves, with the understanding that a positive result would qualify us for a refund of the $4,000 stay.
We conducted six separate tests from various areas of the home—all of which came back positive for mold. Incredibly, we were then told that these results were not sufficient, citing the possibility of "false positives." I fail to understand how six out of six tests could be dismissed so easily.
Throughout this process, it has been nearly impossible to engage with anyone who understands basic American health standards or customer service protocols. The responses have been robotic, repetitive, and devoid of any accountability or discretion.
Notably, reviews dating back over three years mention the same issues: mold, moisture, and musty odors. Airbnb continues to profit from and promote a hazardous property, knowingly placing guests at risk. At this point, it is clear that this listing is being operated by a negligent host, and Airbnb is enabling it.
To date, I have paid:
$4,000 for the original stay
$2,000 for a hotel after we were forced to vacate the unsafe property
This is entirely unacceptable. My wife’s health was compromised, and Airbnb’s lack of effective support during this ordeal is deeply disappointing.
I am requesting the following immediate actions:
A full refund of the $4,000 paid for the original booking.
Reimbursement of the $2,000 in additional accommodation expenses.
An internal investigation into the host and property.
Removal or suspension of the listing pending remediation.
If I do not receive a satisfactory resolution within the next 7 days, I will have no choice but to pursue additional actions, including but not limited to filing a complaint with relevant health and housing authorities, contacting the Better Business Bureau, and sharing our experience publicly and through legal channels if necessary.
Airbnb must be held accountable for enabling negligent property owners and endangering the health and safety of its users.
