On August *, ****, we had planned to stay at a place Stephen hosts in Malibu CA. About...

GetHuman-okumurap's customer service issue with AirBnB from August 2018

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The issue in GetHuman-okumurap's own words
On August *, ****, we had planned to stay at a place Stephen hosts in Malibu CA. About an hour and a half prior to check in time Stephen had called us saying that there is a plumbing issue at the unit. He asked us to switch to a different unit not too far from the original unit. Since we had planned for this for a long time and shopped all the produce for lunch, dinner, breakfast, we decided to give it a shot. When we got there we were told by the cleaners to come back an hour later after Stephen told us we can check in at *. And an hour later when we finally got inside, the place was nothing like what we imagined. My wife freaked out because the rails on the balcony were all rusted and looked like it was about to fall off and the living room shook every time big waves crashed underneath. We told Stephen we are comfortable staying here and asked for a refund. He said no refund stating strongly that he lost opportunities of renting this unit out because of us. In the listing it showed he had other clean looking units in the area but when asked about it he said they were already rented out. He said he will credit us for the amount of $***.** but he said first, we must cancel the stay on the app. Today I only got back $*.** from Airbnb... I have been trying to get a hold of him but have gotten no answer so I am writing this. The host’s name is Stephen and his * ***-***-****
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AirBnB

Customer service issue
Reported by GetHuman-okumurap
Aug 8th, 2018 - a yr ago
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Items needed
Booking reference
Billing address
Email address on the account
Account phone number
Payout method (If card or bank account
please include the last 4 digits)
Date of birth
Timeline
GetHuman-okumurap started working on this issue
Aug 8th, 2018 7:32pm
GetHuman-okumurap indicated the issue is not fixed yet.
Aug 8th, 2018 8:51pm