I moved out on January 5th from a three-month lease with Airbnb’s permission by letting them know that I wanted to move out. They said if the host decided to refund me for the days I didn’t stay I could get my money back. After I spoke to the host, she agreed and I moved out. Once I moved out, the host conveyed to Airbnb that it was a miscommunication and refused to pay me back for the days I didn’t stay there. During the course of this battle I never mentioned how bad my stay was so they even removed my review from the host’s page after threatening me for not having documentation. The house where I lived had a rat infestation and there were more people in the house than what was mentioned – all men who smoked. I was exposed a large amount of secondhand smoke as a result. I mentioned this in my review and stated why I hated the stay instead of mentioning about the lack of a refund. To this, the case manager who constantly harassed me finally took down my review even when I asked her to confirm the unsanitary rat infestation with the host. All this was when I only made a rough draft of review that wasn’t even posted. This makes me wonder to which how many people Airbnb is doing this. How many reviews are they censoring, tweaking, falsifying, and into how many unsanitary conditions are they letting the naive customers walk? There needs to be some sort of New York state regulation against this kind of behavior and unacceptable business model.
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.