I booked one apartment with * rooms in Airbnb one month ago for * nights to LA and paid full amount. When arrived, we were shocked finding the apartment we booked was still under construction.In the kitchen there were buckets of paint, tools, ladder and what was worst was the room was full of the smell of formaldehyde. That was hazard air and we immediately contacted the host. He admitted this place was under construction and people could not live there. That was *:** pm and we have no place to stay. We turned to Airbnb customer service for help. After sending all the photos of the listing, the case manager called Aliyah said, and also confirmed in the chat box in Airbnb support that system said she would full refund us and tell us to book a hotel to stay instead. Airbnb will reimburse the price difference. It was very clear in her message and phone call. So we booked a hotel with * rooms. However, after one day, the case manager contacted us saying 'after consulting with my colleagues, I would be able to only refund you the cost of your first night's booking in Airbnb, which is $** ' with no explanation and refused to admit she promised a full refund and reimbursement. What we want is very fair as they promised previously, full refund and reimbursement because we did nothing wrong and our trip got ruined.
GetHuman-bingxinm did not yet indicate what AirBnB should do to make this right.