My experience with Airbnb was beyond disappointing. I booked a property that completely failed to meet basic standards of safety, cleanliness, and functionality, yet Airbnb refused to take any responsibility or honor the protections they claim to offer guests.During my stay, the hot tub, which was one of the main reasons we booked the home, was dangerously overheated at 152°F and showing an “OHH” error code. It was unsafe for my family to use. I reported it to the host immediately, who promised to send a technician. The technician showed up, never even entered the property, and drove away. The issue was never fixed, and the hot tub remained unusable the entire stay.That was only one of many problems. Both grills were rusted and unusable, the Blackstone grill was disassembled and lying on the ground, the fire pit and outdoor fireplace could not be used because every propane tank on the property was empty, the shower temperature knob didn’t work, the refrigerator needed a new filter, the ice maker didn’t work, and the entire kitchen setup was a mess. We couldn’t even cook properly because the stainless steel pans were burnt and ruined from the guests before us.I initially tried to work with the host directly, exactly as Airbnb recommends, but the host ignored me completely. When I finally escalated the issue to Airbnb, they denied my claim based only on timing, saying it was outside of their 72-hour rule, even though the main issue was reported right away. They used that technicality to avoid helping in any way.As someone who has spent thousands with Airbnb over the years, I expected far better treatment and at least a fair review of my case. Instead, they sided with the host despite clear proof of unsafe and unsanitary conditions. Their customer service felt robotic and unconcerned, showing no real interest in helping resolve anything.After this experience, I will never use Airbnb again. They have zero accountability and do not stand behind the promises they make. If you want a stress-free trip, book through an actual hotel or a platform that values its customers.
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