I rented a four-bedroom house in Reno from Christmas to January 1st. My daughter, husband, granddaughter, and two nephews were staying here with me to attend my other daughter’s wedding December 30th. When I arrived at the house, it was clearly dirty: poorly made beds, food and ants on the floor and counter. I emailed the host through Airbnb and listed the items. He sent over his mother-in-law and friend to address the issues. She was on an oxygen tank. I left for the day and when I got back, the bathrooms were still dirty, the sinks still did not drain, and I found ants all over the kitchen floor. I took pictures and used the host’s personal email to send them and complain again about the ant problem. He never responded. I sent him another email a day later asking for a $400 refund since he was not addressing the ant issue. He never responded. After dealing with the ants constantly, we could not leave a soda can on the counter, or a crumb of food anywhere without the ants swarming.
I filed a complaint with Airbnb seeking half of my money back. I paid $1936 for the week and asked for $1000 back. They took several days to get back to me and I had already returned home when they contacted me. Customer service asked for more pictures, which I sent, and called me back a few hours later. They said that the resolution was now closed and the guest agreed to refund the $120 cleaning deposit. I said that was not even close to compensating me for the amount of time we spend cleaning and killing ants. They told me I would be banned from Airbnb if I disputed the charge, that there were other arbitrators who would do the same if I disputed it again. They advised I should have left if it was that bad. I reminded them that this was over New Year’s in Reno and the hotels were charging a premium. Getting three hotel rooms and moving all our stuff was not an option for our family. She offered me $75 off a future stay, to which I said “No thanks.”
I am waiting to hear back on my second resolution complaint. I have never spent $276 per night and had to deal with ants constantly. I am appalled at my first resolution. I have also seen my review, which was censored and cut in half, while they left the host’s review, twice as long. He personally attacked me saying I was a dissatisfied type of person looking for problems. Trust me, I didn’t have to look far to see ants all over our food and drinks. I did purchase something to unclog his sinks, set out ant traps, and thoroughly cleaned the bathrooms myself. I feel extremely let down by this experience. If this had been a hotel and ants destroyed our food and drinks, they would take a much better approach at compensating a guest for their stay. I will update this when I hear back regarding my second resolution complaint.