Airbnb Not as Advertised, Unacceptable Conditions and Unresolved Full Refund Request

Airbnb Not as Advertised, Unacceptable Conditions and Unresolved Full Refund Request

I am extremely disappointed with my experience at this Airbnb. What was advertised was not what we found upon arrival, and the conditions were unacceptable.

Firstly, the property is listed using only an address, with no property name. The listing advertised the accommodation as a stand-alone property, but when we arrived, we discovered that it was actually a back cottage. This was not what we expected based on the description provided.

There were cats all over the property, which was another concern. The listing also stated that there was a lockbox for check-in, but instead of the advertised arrival experience, we were greeted by a rude older man. This made the check-in process uncomfortable and unpleasant.

To make matters worse, the bedding was stained, and the accommodation did not meet our expectations of basic cleanliness and comfort. The conditions were so unacceptable to us that we did not even sleep there and left the property.

We contacted Airbnb to request a refund because the property was not as advertised and the condition of the accommodation was unacceptable. However, the refund process has been extremely frustrating.

Airbnb has spoken about a partial refund, while their representatives have told us that they are waiting for the host. When we contact the host, she sends us back to Airbnb. We are being passed between the two parties without a clear resolution.

As paying guests, we expect accommodation to be accurately advertised, clean and consistent with the description provided. We should not arrive expecting a stand-alone property with a lockbox, only to discover a back cottage, cats all over the property, stained bedding and an uncomfortable check-in experience.

We booked this accommodation in good faith, but the experience was completely unacceptable. We did not sleep at the property and left because of the conditions we encountered.

I am requesting a full refund, not a partial refund. I do not believe we should have to bear the financial loss for accommodation that did not match the advertised description and that we found unacceptable upon arrival.

I expect Airbnb and the host to take responsibility and resolve this matter fairly instead of continuing to refer us to each other.

I am extremely dissatisfied with both the accommodation and the handling of my refund request. I hope this complaint alerts other travellers to carefully review the details of this listing before booking.

I have photographs and screenshots of the communication regarding the refund request to support my complaint.