Oh sorry! The place had 2 reviews prior to us booking, they were positive.
We were in contact with the host before booking as well as he was telling us some details about the camper such as how to empty the black water tank and such. None of those details were problematic. He mentioned nothing regarding how the dogs shared the pool or the extreme heat.
I had the case escalated and it went to the "Escalations Team" I believe. They haven't been helpful as they sent us an email saying that they were reopening the case, then shortly after another email saying that we aren't getting a refund. All while contradicting themselves.
Edit : This was denied before we had any contact with the case manager or support. They attempted to call us a couple times while we were at work, and followed up via email that they had attempted to contact us. We apologized and responded with a number that we could be reached at and never got a call back. The next day we received this email.
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Kindly accept my sincere apologies for the experience you had to witness during your stay with Airbnb. This is definitely not the type of service and experience we would ever want our user to go through. I completely understand how frustrating and upsetting it can get in such situations like these.
We want you to feel happy and comfortable with your accommodations. Our guest refund policy protects you and your money when it comes to listings that don't meet our minimum quality standards regarding safety, access, and cleanliness. It's also there for you when a listing's description on Airbnb is misrepresented or inaccurate. In the rare event that a host is unable to uphold the hosting standards, guests will be protected by our guest refund policy, which you can read more about in our Help Center article:
www.airbnb.com/help/article/544
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then with
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Upon checking the reservation details I can see here you have reported the issue with dogs in the listing and dog hairs in the backyard. Please know we have tried reaching out to your host, and they have denied offering any refund for this stay. Your host has informed that dogs are in shared space not in the listing area. Your host has informed they have offered assistance to correct the situation but you have canceled the reservation.
In this case we won't be able to process any additional refund. We recognize that this is not the outcome you were hoping for, but any refund outside your cancellation policy must be at your host’s discretion.
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Without even mentioning the other issues, we sent them photo proof of the dog feces all over the yard, of my allergic reaction including (after requested) a date and time stamp of the photo.
It's as though they are pretending that these conversations never happened. Maybe I will send photos of the chats we had with their support team and copies of the proof again but I'm sure this will be ignored again.
Also, does the fact that the pool is a shared space mean it isn't the listing area? It was specifically included in the listing as an amenity with photos of the pool on the property listing. This doesn't make sense to me.
I spoke with 3 airbnb support reps yesterday who informed me that they personally contacted our case manager and we would be receiving a call within 30 minutes as the case manager was on shift and would be available to call us (3 because the 30 minutes had elapsed several times). We still haven't received a call or another email. None of the support reps would assist me in escalating this further as apparently the issue was already escalated above their level.
I will try and get this escalated to Trust and Safety, thank you for the suggestion!