I need help with advice on getting AirBnB to investigate and resolve an issue with a 5-star host. I am a host myself but traveled this week and booked an AirBnB for 3 nights.
Before checking in, the host sent a detailed narrative on how to lock the glass sliding door that guests enter and exit through. The host also sent a video on locking the door because, in their words, "it can be tricky," "is a pain," and "requires finessing."
On my1st night I couldn't get the door to lock after reading her instructions and viewing the video several times. I worked at it for about 20 minutes before messaging the host to let them know I couldn't get the door locked. They messaged back reminding me that the door was tricky, but not to worry because it was a very safe neighborhood.
That door was right beside the bed, led to outdoors, and the house sat underneath a busy overpass. I'm not easily scared, but this open door in a dark neighborhood surrounded by hills, bushes and trees had me shaken!
I left after an hour or so and contacted AirBnB to let them know I feared for my safety. Needless to say, AirBnB keeps passing me from one rep to another. The last rep told me that his shift was ending and he would get back with me when he returns to work.
Should I wait on AirBnB to allow me to cancel and receive a refund since I didnt stay, or just dispute the charge on my American Express card?
(Aside from the non-locking door, the unit was not well cleaned. There were at least 30 strands of hair on the floor and wall, personal items under the bathroom sink and in a desk drawer, and 3 half-used condiment bottles and frozen sausages in the fridge, along with other food debris. The duvet also had strands of hair, but I never pulled the covers back to check the sheets. I didn't complain to AirBnB or the host about the lack of cleanliness because I don't want that factor to overshadow the safety issue.)
What should I do?