Anybody have a contact at Airbnb that can help me out? I’ve had a horrendous ‘stay’ at a house for less than 10 hrs (was supposed to be 5 weeks). The house was not insulated and couldn’t keep heat above 60 degrees. We left after the host said they’d give a bunch of space heaters. There are a few different issues with the home as well as well but long story short I’m out over 3k and Airbnb is refusing to apply their AirCover policy and give any refund beyond what host has provided.

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I had a similar experience and Airbnb did not care no matter how much I escalated. I no longer use it. Sorry I can’t be of help but they seem to value hosts over guests!

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This is my experience as well. They sided with the hosts saying pumping the place full of space heaters is a reasonable solution by the hosts…uhhh we have an infant and a toddler that need to use rooms that are less than 10x10 and the space heater would be like w foot away from the bed if it’s equidistant to other flammable furniture pieces, guests changed the door code on me while I was actively paying for the house, I found out the house is listed as 2 bedrooms with the county but advertising 3 on the platform (the 2 bedrooms that are listed would not pass modern inspection code for egress safety standards), and 1 of 2 common living spaces, a game room, was not heated at all and required you leave the main living area, go outside and around the back of the home to access is from an external door. None of this mentioned in their listing and I’m like hey how is my 4 year old supposed to use that room without direct supervision like she could if the room was just off the other living area.

I’m totally stunned Airbnb is relying completely on the hosts discretion for any sort of refund. I’m having to go the route of credit card dispute and/or small claim directly against the owner. I’m baffled and wondering what the hell is the benefit of the platform for the renter

Can you dispute the charge with your credit card ?

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That’s my next step if I reach the end of Airbnb with no favorable outcome

https://www.airbnb.com/help/article/3218

We had a similar issue & had no problem - they rebooked us to another home & partial refund

dispute with your credit card and never book with Airbnb again, last few years all Airbnb prices have been outrageous and I’ve had a preference for hotels and vrbo over Airbnb now

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