Airbnb Nightmare – Roaches at Two Properties

This was my first time using Airbnb and it will definitely be my last. I just moved to Louisville, KY, and needed a place to stay for a week before my lease for my apartment began. I booked my trip and got to my new home for the week, where I was dropped off along with a huge carful of my stuff (to avoid renting a moving van, we decided to bring stuff down in different trips). The host was nice and the place was older, but clean. But I quickly realized there was an issue when I found roaches running around the kitchen and the bathroom. I took pictures and contacted the host, who was mortified and apologized for it, saying she would send maintenance out that day to take a look and spray. Maintenance didn’t come, and for another few days she kept giving me excuses about why they didn’t make it over yet.

After having a roach scuttle across the bathroom floor as I was getting out of the shower, I decided enough was enough and that I would call Airbnb. I thought it would be a quick process since obviously the listing had vermin, but I was on the phone for four hours, from midnight until 4:00 AM. They were originally refusing to refund anything except the nights that I didn’t stay at the residence (if I checked out early), but eventually I did receive a full refund for the nights I didn’t stay, as well as a 50% refund for the nights that I did stay, free accommodation at a different Airbnb location for the remainder of my stay, and compensation for the UberXL I needed to transfer my stuff to the new accommodation. It sounded pretty good, even though I had to fight for it.

When I got to the new residence, I found that there were more roaches there too. I made this video and contacted Airbnb customer service again. I requested a hotel room for the remaining two nights since I didn’t want to stay at another Airbnb location, for obvious reasons. I also asked for my stuff to stay at the dwelling since it was already paid for and I had no way to move it again, especially through a hotel (do you know how many trips on the elevators I would need? Let alone another Uber which I would need to pack and unload). The supervisor I spoke to told me that they could only pay for one hotel night, saying I could “use my refund to pay for the second night in a hotel,” and that they would only pay for the one hotel night if I canceled the current booking, which I needed for my stuff.

Let me remind you that my refund and paying for the new accommodation was meant to remedy the first roach-infested dwelling. Paying for two nights in a hotel would remedy this current dwelling’s affliction, but Airbnb wouldn’t make it right. Now I have potentially brought roaches into my new apartment, and Airbnb definitely doesn’t reimburse for pest control. I wanted to share this so that others don’t get screwed over by this company, since they apparently don’t seem to care about customer service based on my experience. Trust me, you’re better off booking a hotel.

 

 

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