DEFICIENCIES *This letter refers to AIRBNB Rental December ** **** to January...

GetHuman1886182's customer service issue with AirBnB from January 2019

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The issue in GetHuman1886182's own words
DEFICIENCIES *This letter refers to AIRBNB Rental December ** **** to January * *******C Comeragh Road, Flat * Greater London W** *HR *REFERENCE * HMBW*XSPM**The rental period: * pm December **, **** to January *, ****. *We arrived at **:** PM on December **, just as the local Agent (Dinesh) arrived. On initial inspection he identified and photographed a number of deficiencies, the most immediate one being a total lack of heat in the unit and an inability to get the boiler going. Subsequently, during the first night, there was a major leak through both a ceiling and bathroom light. This was determined to have been caused by a leak in the shower of the unit above. *There were a myriad of other issues, detailed below, all of which ended up making our stay uncomfortable and unpleasant. This was our first experience with AIR BNB. We were looking forward to taking part in what appeared to be a great concept. As you will see from the issues listed below, our stay was a great disappointment and at one time we considered relocating because of safety concerns related to the leak. Although the Agent was most pleasant, there was absolutely no follow through on any of the issues identified and documented. The “Host” Sam is located in Malaysia and unable to respond in a timely manner to UK renters. It was evident from the state of the unit that there is no quality control or oversight of the local agency hired to clean and deal with problems. The issues below are serious and when considered altogether, I believe we should be compensated for paying a premium price for a unit so far below the standard advertised.*A HEAT**.*The apt was freezing. The Space Heating Boiler was not working. There was no hot water for kitchen, bathroom*washer*bath. The agent was not able to rectify the situation. When he left later the best he could do was to say that a repairman would be sent. **.*We spent the next * hours of our time and effort in searching for solutions and managed at * pm to get heat. We had to take the * small children and parents to a local restaurant until heat was established.*B WIFI**.*There was no WIFI for * days. Many contacts with the Agent produced lots of suggested ID*PW combinations, all of which turned out to be incorrect.*C BATHROOM CEILING FAN. The agent at check-in kindly pointed out for us to switch on the fan before using the bathroom. Unfortunately, the fan was completely non-functioning during our visit*D BATHROOM SHOWER HEAD. The shower head was separating at its seams. The water did not come out of the nozzles vertically downwards – but came out horizontally towards the wall. Only the hand-held wand functioned.*E BLACK MOLD AT BASE OF SHOWER. This issue was serious, even more so since a previous renter had reported such on the website - and to our chagrin the mold had not been remedied. We had to buy bleach and try to disinfect and remove as much of the mold as we could ourselves. *F WINDOWS: All of the curtains and blinds, save one, did not function properly. Most blinds had broken strings that caused the blinds to be crooked and therefore not covering evenly. The balcony window*door blind did not move at all. This made the unit dark and cave like. *G GENERAL CLEANLINESS POOR: A superficial look at the cleanliness was deceptive. There were piles of dirt swept under the beds, dirty spots on the floors and the shower, apart from the mold, was not well cleaned. We had to vacuum up dirt under the bed ourselves given the young age of the children.*H INSUFFICIENT TOWELS, CUTLERY BELOW THE AMOUNTS CONTRACTED FOR: The unit was described as able to accommodate *. There were only * plates, sets of cutlery and even fewer glasses and cups. No sheets for the sofa bed and only four sets of towels despite the fact we had clearly indicated at the time of booking that there would be * adults and * children.*I Lighting: The bedside lights in the largest bedroom had European plugs – the outlets were UK. The light by the sofa bed did not work. Only overhead lights worked.*J CEILING LEAK: There was a leak from the shower in the unit above that came through the ceiling light fixtures of the bathroom and hall. Once reported to the ** hour line, someone did come the next day and fixed the caulking in the shower. No one ever came to our unit to ensure the electrics were safe or to clean up the water from the leak. *CONCLUSION*We want recompense for what we paid for and was not provided*We want recompense for our time and materials *We want recompense for the general disruption to our stay at this Airbnb*Total recompense required is $*** Canadian Funds*Signed:*Alexa Brewer
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AirBnB

Customer service issue
Reported by GetHuman1886182
Jan 3rd, 2019 - 4 mons ago
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GetHuman1886182 started working on this issue
Jan 3rd 10:27am