We booked a penthouse through Airbnb (booking code HMYEJHSQ3M) expecting quality accommodation for the higher price. Instead, what we got was filthy, unsafe, and nowhere near as described.The Property IssuesFilthy and poorly maintained: Floors so dirty our feet turned black, kitchen counters and seals greasy and unhygienic, oven still full of old food. We avoided cooking because it was disgusting. Coffee machine left full of old pods. Even glasses had to be washed before use.Bedding and furniture below standard: Stained yellow pillows and linens with no protective covers. We had to use towels to make it bearable. Bedrooms had no mirrors or proper furniture, so I was forced to get ready at the dining table.Unsafe shower: Water pressure and temperature changed on their own, surging dangerously hot. I have video evidence of this. The curtain dragged on a wet, slippery floor and no slip mat was provided — a serious hazard, especially for children.Unusable terrace: This was the main reason we booked, but it was effectively worthless. On arrival, only two tiny bistro chairs and a filthy nylon couch were provided. After three days the host brought two unstable beach-style loungers that collapsed when used. For a listing advertised for four people, this was completely inadequate.Air conditioning drainage system: On day two the host asked us via WhatsApp to empty large water containers that the AC pipes drained into — one hidden in the wardrobe, right where clothes should hang. By the time we were told, they were extremely heavy and difficult to move. This is substandard, unhygienic, and potentially unsafe.The Host’s ResponseWhen I raised these issues privately with the host via Airbnb messages, he apologised twice, admitted our stay was not comfortable, and said he would “look at improving things.” He never disputed the problems, which speaks volumes. Yet when asked for compensation, he refused.Airbnb’s ResponseHere is where Airbnb truly failed. I reported these issues after the first 72 hours of check-in — not because I wanted to wait, but because I didn’t know about this strict policy. Had I known, I would have reported immediately. Airbnb then told me I was not covered by AirCover because I missed that deadline.Even though I provided photos, videos, and host admissions, Airbnb stuck to their policy. Safety hazards like scalding showers and being asked to empty AC waste buckets meant nothing compared to their 72-hour rule.After “pleading with the host,” Airbnb came back with a token offer of €100 from the host as a “goodwill gesture.” Considering what we paid and the seriousness of the issues, this was insulting. I asked for at least £400, which is still less than what comparable properties in the area charge for much higher quality, but this was refused.To make matters worse, Airbnb then offered me a €100 voucher towards a future booking — despite me already saying we would never use Airbnb again. They treated this as a minor inconvenience rather than the unsafe and unacceptable situation it was.The Bigger ProblemThe worst part is that this host is still able to list this atrocious property. Despite clear evidence of unsafe conditions and misleading advertising, Airbnb has allowed him to continue operating. Their policies protect hosts, not guests.Airbnb’s “AirCover” guarantee is meaningless if it prioritises deadlines over safety. Guests are left exposed, while hosts who provide substandard and dangerous properties continue to make money.Final WarningThis was supposed to be a special holiday for my family after a very difficult period. Instead, we were left stressed, uncomfortable, and deeply disappointed.I will not be using Airbnb again, and I urge others to think twice before trusting their listings or their so-called guarantees. If you want safety, accountability, and proper standards, book with reputable hotels or established rental companies instead. Airbnb will not protect you when things go wrong.
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