Getting actual customer support after disaster stay [guest]
BLUF: Previous guest broke a door frame, left weed in the kitchen and a bedroom, left a shot glass with alcohol in the fridge, some type of bodily fluid in the bathroom, fridge and freezer were left open and room temp. Air BnB initially said I was entitled to a refund and hotel comp based on the evidence provided. Now that two weeks has passed they stonewalling me. I don’t know if it’s the language barrier or Air BnB tactics but I can’t get any legitimate help.
Edit: the initial contact with Air BNB was over the phone. Not chat
Full story:
When I was about 5 minute away from the property I get a message from the host saying the previous guest damaged the house but it wouldn’t impact our stay. Didn’t specify what or where. I pull up and there’s a dude in front. I message the host and he says it’s the property manager. I get out and talk to him about the damage since I have kids with me (host is aware my family is with me because of the reason for booking question) He says the previous guests got in a fight and broke a door. Already kind of wild. He says he hasn’t even been inside to check it out. Even wilder. We go in and the smell of weed is super strong. I ask if he smells weed he goes “weed? You smell weed?” lol well played We check out the door for the master bedroom and the frame is completely cracked. Theres a couple big splinters that would’ve been eye level with my oldest. He snaps them off and says that should do until the repairman can get there. Cool I guess. He leaves so I go down to get the family out of the car.
We come in and go to the kitchen to transfer my youngest’s food (we make all her food and mainly got an air bnb to keep her food preserved over the course of the week) The fridge is open and the screen has a warming it’s above safe temp. Both the fridge and freezer are at room temp. I message the host he says he will send a reset from his phone but he will reimburse for ice. Cool whatever.
I run and grab ice and there’s some absolute tweekers at the gas station down the street.
Get back and start getting ready to wind down. We don’t want the kids in the master because of the frame is basically splinter heaven. We use another room with two doubles. One bed has weed all over it, isn’t made, and when I went to shake the weed off the blanket I see the sheets are balled up and there’s dirty socks in the bed. Fantastic. I go to check the other bed hoping the wife and kids can sleep in that one and I’ll sleep in Snoop Dogg’s bed. The blanket is wet. Fantastic. We grab the blanket from the master so they can get some sleep. Next morning we grab some food from the cooler to warm up for the little one, I kid you not, there’s a nugget of weed in the microwave. I’m flabbergasted. I check the fridge to see if it’s cold. I notice a shot glass I didn’t see the night before. Has watered down Henny in it. Fridge and freezer are still at 72°
I get in contact with the host. They apologize profusely and say they’ll send the team back out to clean. He asks if it’s ok to send them out. I obliged and said we will leave for the day. He says the cleaning lady and repair man will be out by 6pm. I go to shower and the towels provided are all damp and have the longest weave hair you could imagine lol I grab a video because there’s so much hair it’s visible in video and send it. I shower and dry off with a towel we brought for the kids. I go to take my oldest to the smaller bathroom before we take off and there’s either dried blood, or vomit on the tub next to the toilet (hoping it wasn’t poop lol). We go downstairs to get ready to head out (9am). Take off assuming the bs is behind us just a bumpy start.
Get back at 645 just in case the team needed a buffer and when we enter the code I get a message from the host saying the repairman couldn’t make it and the cleaner is on her way. I asked what happened to the initial time frame and he says sorry he will tell her to turn around if we don’t want her to come in. I told him we still don’t have clean sheets, towels. Etc etc She shows up at 7 and can’t speak English and has no idea why she’s there. She has to call the host to translate. Whatever. It’s Texas. She cleans in about 10 minutes and takes off. In the midst of all this I realize my yeti ice is probably on its last leg keeping the food cold so I check the freezer. 75° now. Fantastic
I run to grab another bag of ice to try and keep some of the food. I realize as I’m driving back there’s a dude in a shiesty on an e-bike behind me. I pull into the car port and he stops in front of the house and just hangs out for 5 minutes. Listening to music and dancing. My wife is super worried about that and I’m trying to figure out what to do about the food. It was enough food to last 5-6 days. I get in touch with the host and they said they aren’t sure what’s happening but something must be wrong. I get in touch with air Bnb and they review the convo I had with the host, all the pics and videos. I ask if I can just get a refund and comp for a hotel. They say yes and just send in my invoice. Now 2 weeks later trying to get a penny is like pulling fucking teeth. The first safety review said “the host wasn’t found to be involved in illicit activity” I asked for a review. They closed it the next day saying they’ll take action but can’t disclose what and say I’m not entitled to a refund. Any advice on how to navigate customer service? Maybe speak with someone that can actually help