Worst Valentine Getaway: No Help from Airbnb

I know a listing that must be taken off Airbnb. Customer support has not helped. Fay’s place was a nightmare. It’s unsafe – three dogs, broken guardrails – and has dirty floors, couch, kitchen and bathroom. It is not a private home, but rather a shared upstairs living room. She and others live there with three large dogs separated by a curtain with no door. It is a dirty studio with a view of her garage (guest house conversion) and three large German Shepherds which go outside and inside freely with no separation between them and your private space. Before arriving I contacted her several times with no response. The house was dirty and clearly thrown together at the last minute before we came in. The location would be ok if it was not the worst house on the block and an eyesore. Having three large dogs in the back yard barking at us was not ok and inviting them into the house without consulting us was also not ok because they bark at you aggressively. Also having Fay yell shut the hell up aggressively did not help us feel comfortable in this situation.

Airbnb was not helpful in resolving these issues and did not care about our safety and comfort. Instead they only asked us to take pictures of these issues at night in an unsafe house and conditions. Jolanda, our customer support case manager, answered the phone several times without responding for minutes while we were forced to listen to the room full of side conversations until she decided to answer the phone out loud (clearly someone was in training and rude side conversations dominated the actual support). After getting Jolanda on the phone and explaining these issues she said there was nothing Airbnb could do and they said that they wanted to contact the host and resolve the issue while we were there, without considering our safety and comfort in this terrible situation.

If a listing is unsafe and uncomfortable, then Airbnb should refund the cost of the rental and take the unit off of the market until the issues listed in the reviews have been resolved and reviewed by an Airbnb agent. They did not facilitate finding another location to stay even though they said they would and they would not acknowledge that several others have had these same issues (which we later found in other reviews). Also, after Jolanda said that she would find us a place to stay in 5-10 minutes she did not get back to us at all. So after waiting for 40 minutes I called Airbnb and stayed in contact with their team for over four hours with zero helpful customer support and no access to a customer support manager or supervisor. There is no excuse for this level of service.

Other important notes: if the outside railing of the second floor is rotting and spilling over to the bottom floor then this unit should not be listed as safe. If it is not a private home then it should not be listed as such. If it is not a penthouse then it should not be listed as such. If the host cannot fix these complaints and cannot prepare her home properly then she should not be a host. Also, Airbnb provided zero follow up with me now 15 hours after the event; customer support was rude and provided no conflict resolution for the four hours I was on the phone with them. After traveling with Airbnb for years and having many positive experiences I can only imagine that this was a freak event at a freak location. I would like to hear a response from Fay and Airbnb explaining the resolution to these issues.

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