I took my husband mountain bike riding in Rotorua for his birthday. We booked an apartment in downtown Rotorua. We arrived at our accommodation and the apartment was filthy.
The toilet had poo on the seat and lid, and the shower had scum all over the screen and tiles. There were dirty marks on the floor, the microwave door was filthy, the button to open the microwave had a big dirty mark, and there were dirty sheets shoved in the wardrobes.
I called the host back, showed him the issues and said this wasn’t acceptable. He tried to tell me the apartment was clean. I then showed him the poo on the toilet seat and lid. He got a wet cloth – no detergent or disinfectant – and tried to wipe the poo off. The apartment had clearly not be cleaned. He didn’t offer to clean nor have the apartment cleaned.
I took this up with Airbnb and first they rejected my refund because they deemed this as a cancellation, even though we had been in the apartment with the host. The next excuse was the host tried to rectify the situation. Finally, Airbnb advised they deemed this as low severity. Their policy clearly states the premises need to be clean and sanitary. Please see the photos which Airbnb endorsed in their guest policy.