Found spy camera, airbnb offered reimbursement for hotel, now went back on its word

[Matheus-De-Sá0]

I have told this story so many times I am seriously tired. It happened today. To be short, me and my fiancée found hidden cameras (more than one) in our airbnb apartment, waited for hours to talk to the support efficiently fearing for our lives while doing it because the owner might have had returned and threatened us if he noticed we knew there were cameras. We live in Brazil and people here are dangerous and things dont work. After hours of tension, one person from a specialists team offered me a reimbursement in any hotel we'd like, up to 325 dollars a night and up to two nights (so 750$). We left the airbnb running, i scheduled an appointment with a psychologist on wednesday and we still cant sleep from thinking that we might have nudes leaked, might be threatened, hurt or even killed. And then after we payed for the hotel upfront and sent airbnb the receipt they said they could not reimburse us that amount (which we didnt spend all, but only half of it in a hotel with a BORROWED CARD) because the 2nd night would be the day after my original checkout in the apartment that had the spy camera. We recorded everything, registered everything, but i cannot pay 300+/- dollars for this hotel room that i wouldnt have booked if it wasn't for the 1st assistants permission. The second one, which answered me when the 1st one left, was the one who told me i wouldnt be reimbursed. I stressed one time "we will book it for tomorrow, for two nights. Is that ok?" And the 1st one answered me "sure no problem". When i sent the receipt, the 2nd assistant said they couldnt reimburse it. Im sleeping on the floor of my fiancee's brother's house and we cannot stay past morning time. I cannot afford the hotel room, and i have no means of leaving the city earlier. I am also emotionally wrecked from this situation. If i wasnt fluent in english, i wouldnt have an answer, not even a negative one. My first language is portuguese. I have had 1) uber expenses 2)airbnbs expense 3) the hotel expense 4) psychologists expense and also i am psychologically broken. I don't know what to do. We provided everything, from videos to statements. It is 3h30 am here and i cant sleep thinking that i cant afford to pay for the hotel room and i cant even cancel it. There was no mention of dates, only of nights, and i have everything registered. Even now the answer i get is that they will cover the nights in the hotel (march 31 and april 1), that is, IF we provide the receipt. but i couldnt be there now, we basically ran away from a trap house (the cameras were so sophisticated we noticed that is was an organised crime scheme, probably to sell videos etc).

I called them and it seems that to call the support is worse than not doing it, because then my case gets thrown in another one's hand. I just want to get this over with so i dont have to deal it for months after because of an error that wasnt mine. Not only one, but several, as the first one was booking that apartment (which had a lot of good reviews, making me think most of them were filmed too).

What do i do? Im hopeless. And i mean it. I dont think I have ever been in such a distressed state before

[Matheus-De-Sá0]

Just to clarify: we left the airbnb to my fiancée's brother's house, even upsetting him for doing so, and we couldn't stay past the morning. So we booked the hotel for the day afterm We don't have a place to stay if not the hotel. And believe me, sleeping in the streets, if it was the only thing i had to do, would be fine compared to the mental hell i'm in right now. 

[Mike-And-Jane0]

@Matheus-De-Sá0

Clearly a dreadful situation and one that generically Airbnb are trying to fix.

Where I am confused is that if the second night would be after the original check out day then I think I can see why Airbnb might not pay. You say you have no means of leaving earlier so what were you planning to do for that night?

[Matheus-De-Sá0]

I was planning on booking another night in the original airbnb. But i had expenses such as emergency ubers (3x what i would spend as planned), the psychologists appointment (for which i can provide the receipt), and i would not book those hotel rooms if they had not told me that i could only book until the second. They didnt. They mentioned 2 nights, and when i specifically asked if it was okay if i booked the hotel for the next two nights, they said yes. Then the next assistant went back on the word. Proof: https://ibb.co/vHzWsjL

[Matheus-De-Sá0]

Also, a psychologist's hour here may cost more or less the same amount as 1 and a half day in the airbnb i was planning on staying. I repeat: if i were told i could only book the room until tomorrow, i would not have booked april 3rd as well. And i couldnt even rest that day. I was also misdirected by two assistants who didnt communicate with each other and now i have to afford the extra night. As i said, i just want this to be over, i dont want to have to remember it every month when i pay the card with my money, money which i dont have right bc of all the extra costs, and that will cost me not only the money, but my mental health as well. I hope i dont seem too petty or something, but, really, i had the most frightening experience of my life, and i was robbed twice or 3 times. Brazil is not an easy place. Think of it as a country which its people really train and study to find loopholes in law and to scam you and WILL resort to violence if it will save them. If these people that im talking about, scams specialists, actually applied their efforts into studying things that would improve society, i think we'd be way, way ahead. Things like these, while common everywhere, are rule of thumb here. Anyway, thanks for the reply!