u/searchin_4_the_d_lux

After being a loyal Airbnb customer of a decade I deleted the app. The customer service and behavior of this company has become completely asinine.

Long story short, I asked a host for a partial refund and was denied by Airbnb because of the listed “rustic” aesthetic, which apparently included ruined floors, disguisting chairs, holes in walls, trash on the property.

The reason my claim was denied? Because the host offered a dusting service. Which apparently would have solved everything :) And yes, that was the final reasoning after escalating it.

This comes after another instance where I reported a seperate Airbnb for health & safety issues and Airbnb completely ignored me. Thankfully local officals did not, and fined the stay heavily due to a gas leak.

Completely at my wits end. It’s sad to let this app go for the many, many amazing experiences my family and I have had with kind hosts who take their stays seriously, but it’s just not worth the time, money, and risk anymore.

I recently stayed at a stay with a possible gas leak and trash on the property. Overall, just a subpar experience.

I contacted Airbnb Support directly due to this health & safety issue. Where I believe I messed up is I did not talk to the host directly first about this issue. My reasoning for going to Airbnb directly about this is that the issue had already been reported in reviews (I noticed this after booking) and the host’s communication was overwhelming and confusing as is (multiple spam bot messages and inconsistent instructions).

After Airbnb reported to me they were unable to reach the host about this issue, I received a negative review on my page from the host claiming I was lying to get money back for the stay and also left the place dirty and dishelved, both of which are untrue.

After reaching out to Airbnb Support to try to get the review removed, I was told they will not take it down as the host’s false review follows policy. This is despite me attaching proof that their claims were false.

Should I contact Airbnb again? Or, is this a losing game?

I have responded to their review of me laying out the facts, and every other review from hosts of me is extremely positive.

Thanks