Beyond Disappointed
After years of being a loyal Airbnb customer, I never imagined that one experience with a serious issue would completely change my opinion of the company, but it has. We recently checked into an Airbnb, and within 30–40 minutes contacted Airbnb because of serious concerns with the condition of the property. While on the phone with a support representative, we immediately provided photos and videos documenting multiple issues, including a non-functioning air conditioning unit, mold in the bathroom, ants throughout the apartment, a strong urine-like odor, and dead bugs collected inside the light fixtures. We spent nearly three hours on that initial phone call getting nowhere. The representative repeatedly told us she "understood our frustration," but said she first needed to contact the host before any action could be taken. She also advised that we would receive a coupon, but that she was "not able to disclose the coupon until we left the property." That coupon was never provided. We followed the exact process Airbnb asks guests to follow. We reported the issues immediately, provided extensive photo and video evidence, and gave Airbnb the opportunity to investigate. Because we did not feel comfortable staying in the property, we left that same evening while still on the phone with Airbnb and paid out of pocket for alternative accommodations. Instead of receiving timely support, we spent the remainder of our vacation repeatedly chasing Airbnb for updates. We spoke with multiple representatives, explained the situation over and over again, and were often met with the same scripted responses before the case was closed or transferred. Rather than enjoying our final week in Italy, we spent it trying to obtain updates on a case that we had reported almost immediately after arrival. More than a week later, we were informed that our photos and videos were not sufficient to support our claim because the host had submitted their own evidence after we had already left the property. This was incredibly frustrating, as our photos and videos were taken immediately upon arrival and included timestamps documenting the condition of the property at check-in. Airbnb publicly states that it is committed to supporting guests when listings have significant cleanliness, maintenance, or health and safety issues. Unfortunately, that commitment was not reflected in our experience. Despite documenting our concerns, we felt that the burden remained entirely on us to continually prove what we experienced rather than receive meaningful assistance. Although Airbnb eventually offered a partial refund after more than a week of repeated follow-ups, the process itself was exhausting and overshadowed our vacation. We were still left paying additional costs for alternative accommodations, and the coupon that had been promised was never honoured. After years of choosing Airbnb for my travels, this experience has completely eroded my confidence in the company. If this is how serious guest concerns are handled, I cannot recommend booking through Airbnb. Protect your time and your hard-earned money, and consider booking elsewhere.