Hi everyone,
I just wanted to share my current experience with you and see if anyone could have ideas on how I could get help.
I booked a 3 months stay on AirBnB because I moved to a new country for work. During those 3 months, my plan was to start working while looking for a permanent accomodation.
I got to the listing at night and used self check-in and found a dirty place which smelled musty. It was late so I left inspection until the next morning. Upon inspecting the place I found major health hazards including mold and pests (mice, I actually saw one scurry to a hole in the wall! and there are dropping in the counters). I contacted AirBnB that very day with pictures (in less than 24h and in any case before spending a second night.
We exchanged a few words on the chat and the AirBnB support person called me. They ensured me that they were taking this very seriously and would help me out. I asked whether there was anything specific I had to do, anything on my side at all and I was assured that nothing more than messaging them with the pictures was needed.
I was told I would:
- Get a small discount for the nights I spent on the listing
- Be able to check out anytime and see the full nights I didn't spend on the listing refunded
And I was also told I might received help securing another booking.
I was reassured and felt quite safe after this call.
As I know accomodation is quite scarce in the country I'm in, I started actively looking for an alternative on my side.
Then the case was closed, suddenly.
I replied that the issue wasn't solved since I was still living with mold and mice and inquired about whether any alternatives had been found for me to leave the health-hazardous listing asap.
I received apologies and was informed that no alternatives had been found within my price range so far.
So I went back to calling landlords and scheduling visit to leave the place as soon as possible.
Then suddenly, two days later, I got a message from AirBnB support, still in the same thread going as follows:
"I am really sorry but I made a mistake in telling you about the policy that applies in your case of mold in the listing.
According to Airbnb policy if the guest spend more than one night in the listing he will get
Refund of the cleaning fee + 20% of the first night. The host cancellation policy will apply. I am pleased that you have not checked out yet.
In the beganing you informed me that you are having difficulty due to mold. But you have now been there for four days.
The host is unable to rebook and suffering the loss. Can you please let me know if you still would want to check out or if you could continue with your reservation?
Apologies for incorrect information.
Thank you"
I was very shocked, I asked to be called back asap and haven't heard back yet.
I had explicitely told support that I had no alternative accomodation in the country and was looking for one since I felt the current place was very unsafe.
I explicitely asked whether there was anything I needed to do.
I was told explicitely by phone, and confirmed by writing that:
"As I have informed you previously that when you are ready to check out, the reservation will be altered. That means the nights that you have not spent will be refunded back to you.
You will get the refund of x% for the nights spent in the listing. "
And suddenly AirBnB decides to change what they've told me?
They told me it was fine to stay until I found a place and that they might help me find one but after I stayed on their advice I am now stuck with the standard cancellation policy?
So having mold and pests, which are 2 major health hazards, is actually ok for the host, and I have to go through the ordeal of abiding by their cancellation policy because they have an unsafe listing?! Moreover, if AirBnB had told me that there was this "you can't spend more than one night" policy, I would have definitely left and checked into a hotel or something, but I stayed because they told me it was fine and I had time to look for another place. So now AirBnB is penalising me for trusting their support center? On top of not protecting me against an insalubrious listing?
This can't be right, is there anything I can do?