Horrible Experience with Host and AirBNb

I would like to formally raise a complaint about a deeply disappointing and distressing experience I had with Airbnb.

I invited my family over for the previous Christmas holiday and booked an Airbnb accommodation, trusting that what was advertised on the website would reflect reality. Unfortunately, what we found upon arrival was completely unacceptable. The house was dirty, and many of the amenities were unusable.

We were a family of 13 people, yet we were only given 3 rooms to share which was later increased to 4 after several phone call exchanges.This was extremely inconvenient and far below what we had paid for. Considering the significant amount of money spent on this accommodation, the conditions were not only disappointing but unacceptable.

I initially approached the property owner, who refused to offer any form of reimbur*****t or resolution. I then escalated the matter to Airbnb, hoping for support. However, the experience with their customer service was equally frustrating. I was passed from one consultant to another, and each time I had to repeat my case from the beginning. Despite submitting video evidence and clearly outlining my concerns, no meaningful action was taken.

Eventually, I was informed that the property owner had refused to compensate, and Airbnb simply closed the matter without any further communication. I never heard from them again.

My concern is this: I am Airbnb’s client. I discovered and trusted this property through their platform, believing they had conducted proper due diligence. Clearly, this was not the case. The conditions of the property were not only disappointing but posed a potential health risk. Our entire holiday was ruined, and the money we spent was completely wasted.

I had avoided using Booking.com in the past, but choosing Airbnb turned out to be a regrettable mistake. It appears that Airbnb does not prioritize its customers once payment has been made.

If you are going to run a business, do so with integrity. Unfortunately, this is an area where Airbnb has failed.

I am extremely disappointed and will be sharing my experience so others are aware. This ordeal has caused unnecessary stress, and based on this experience, Airbnb is simply not worth it.