Host Refused Refund for Poorly Maintained Property

We booked a trip for ten nights in Barbados for my family of four. Upon arrival at the property, we heard hysterical dogs barking. The neighbor had a dog pen less than 30 yards from the house we were renting. The pen had about five dogs which spent every waking moment inside. When the host came about twenty minutes later to greet us, we expressed concern as we had a one-year-old who doesn’t do very well sleeping in new places, especially if dogs were barking aside. He told us that they would calm down. I wasn’t looking forward to our son and the rest of us being woken up at 1:00 AM to those dogs carrying on next door.

When we got settled into our tropical vacation cottage, we came to realize the place was filthy. Every piece of furniture was stained, and the floor hadn’t had a good mopping in weeks. I have pictures of our black feet. The kitchen was disgusting. One of the policies of Airbnb is that the properties must be clean, a policy they don’t care much about. There are even other reviews of the property (which we came across after the fact) pointing out how unclean this property is. The next day we asked to leave. We told the host about our issues. He said he had a little apartment in town that we could use, but the neighbors are less than desirable and it’s very tight quarters. He told us to think about it and contact him later.

We decided that we weren’t going to spend our 11-day vacation in some little dumpy apartment. We needed to be refunded and move on to another property through someone else. He told us via email that he wasn’t going to refund us anything. Airbnb asks that you place complaints within 24 hours; ours was placed 27 hours after check in. Keep in mind we’re in a foreign country trying to find a place to stay on very slow internet with two children. By 2:00 PM on the second day we found and paid for another property using Homeaway.com and then left. After returning home, we contacted Airbnb again for a refund, supplying a detailed account of our experience and about a dozen photos of the filth. After going through the process, which took three weeks, we were told that because we didn’t contact them within the 24-hour period there was nothing they could do, but they would refund us one night’s stay. We paid for ten.

We tried numerous times to contact Airbnb after this despicable explanation and were completely ignored. We never heard from them again. We were out $1200. Then we decided that since neither the host nor Airbnb were going to do anything for us after a three-week runaround, that it was time to leave a review. But no, you only have two weeks to do that. That’s right: if you don’t leave a review within two weeks of your check out date, your window closes. We got completely screwed out of $1200 and couldn’t even leave a review. This was the last time we’ll ever use this horrible, disgusting company again. What a horrible disappointment. Beware folks!

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