Hi, *I would like to say how inappropriate the aparrtment I booked via Airbnb was and h...

GetHuman-leonela's customer service issue with AirBnB from May 2018

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The issue in GetHuman-leonela's own words
Hi, *I would like to say how inappropriate the aparrtment I booked via Airbnb was and how unwelcoming oyt host and co-host were. *The apartment was dirty. Stains, filth and hair was found on towels and linens. Toillet was also dirty, with hair on toillet seat and something black inside of it. Shower cabin was not clean. Host was not in the country, co-host did not come to check-in, instead cleaning lady who does not speak english. When we contacted co-host and sent him pictures of dirt he was not answering for more than a hour and a half. After that he said he does not see the problem, he clean it by himself. He said that there are other linenes in the wardrobe and we found only for one bed (out of two beds). He offered to wash it and bring it back. But it was already late - around *-* pm and we wanted to get a shower and rest as soon as possible and not to wait by midnight to have what we should have in check in time when we came (*pm). After * hours of sitting at living room and talking to host and co-host, trying to solve the issue, we left the apartment without any option left. Within ** hours of check in we canceled accomodation. We hope to get **% refund and the rest of the amount paid out because we didn't use the apartment at all (haven't slept, shower or anything). Also, we have proofs of everything said above (stains on towels and linens, dirt in toillet etc.). I would like to attach that as well to show how that looked like. *I was traveling with my sister (who booked the apartment) and my friend. My friend and I are both renting apartment and are both superhosts (I would like for airbnb to check that as well) and we have all positive reviews and know how to handle situations like this. But unfortunately we didn't meet host or co-host and we think that they are not open for cooperation and conversation about our problem. *Please can you tell me what I can do next and is there a possibility to solve this issue and get out money back? *Thank you in advance!*P.s. if anything else is needed please feel free to contact me.*Best regards,**Leonela
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AirBnB

Customer service issue
Reported by GetHuman-leonela
May 14th, 2018 - 10 mons ago
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GetHuman-leonela started working on this issue
May 14th, 2018 8:04am