cleanliness issue that causes health hazard

[Nicole4167]

Hello! We have been using airbnb for a while for years, and this is the first time we have complained about a place. Its unsanitary, disgusting, the host is super unresponsive, and even more unresponsive is the airbnb support. I think its pretty shocking how they dont care about standards of the listings they have. i think if your place has mold, and cockroaches it shouldnt be allowed. It is deeply concerning how they just close chats without resolving anything. 

[Rebecca]

Hello @Nicole4167 👋

I'm so sorry that you've had this experience. I wanted to check back in as it's been a little while since you posted and  I wondered if you had a resolution from customer support at all? 

Looking forward to hearing from you! 

[Nicole4167]

@Rebecca No, unfortunately- no support from Airbnb. I had to ask for a refund from the host, which they gave me as they got scared I have photos and evidence. Unfortunately, Veronica (the host from Coyoacan) just left me with a nasty review, and no accountability for the cleanliness/health hazard issue. Basically, ignoring what I and the other 2 old reviews stated about the state of her place.  

[Helen3]

I'm sorry you had an unpleasant experience. @Nicole4167 

if you see previous reviews that give you cause for concern it's always best not to book with a host .

Having said that I can only see a couple of reviews from nearly a year ago that mention a lack of cleanliness in a bedroom and her other reviews since have been positive five star reviews. 

[Nicole4167 · Accepted solution]

Thanks @Helen3 and @Rebecca, that is why I was surprised when we went. Tried to overlook it, but the black mold in the shower, and the orange mold in the water jug got us both really sick. I thought Airbnb would check these listings regularly or at least take action when a listing is reported with mold and infestations, especially if a guest like me sends evidence and photos. Nothing has been done on Airbnb's side. 

[Helen3]

If Airbnb was to check listings regularly they would need many thousands of staff across the world and the costs of your stay would rise massively.  @Nicole4167 

it's not a reasonable expectation.

they rely on feedback from guests to flag issues (as do all short term rental companies) .

I'm sorry you became ill during your stay but assume you didn't drink the water knowing as you say there was mould in the water jug but brought your own water . 

There could be multiple issues that made you feel ill.

im glad you got a full refund and were able to leave a review . 

you can always respond to the hosts review in a polite and professional manner .

you don't know that Airbnb hasn't done anything likely the host will be on a warning. 

[Nicole4167]

Hello Helen,

We unknowingly drank from the water jug provided by the host inside the fridge we rented. We only found out it was moldy when we refilled it with bottled water. I hope you never get to experience what we had. We showered and then noticed the black mold after. Is it best not to trust any plates, utensils. cups, any items, in the room that the host provides?  I am aware that multiple things can lead to the sickness, as I work in healthcare, i.e. infestation of cockroaches inside the Airbnb listing like hers did. I know that Airbnb has not done anything, as they did not want to issue me a refund initially. I did speak politely with the host, and was just ignored, until I "escalated" the situation by providing her with all the photo evidence. Airbnb did nothing, while she issued the refund. I wish people are able to leave photos with the review. There is an Airbnb refund policy for guests if: The unit is not clean and sanitary. There are safety, health or vermin hazards within the unit. Unfortunately, even with the evidence, Airbnb did not follow their own above policy.