This experience fell clearly below Airbnb’s own standards, not only in the condition of the property, but in how the situation was handled afterward.
Upon arrival, the home was not clean or properly maintained. I left shortly after checking in and immediately documented the issues with photographs and contacted Airbnb support, as instructed by their policies.
Airbnb’s standards emphasize cleanliness, accuracy, and timely guest support when a listing does not meet expectations. In this case, those standards were not upheld. Despite providing clear photographic evidence, there was no confirmation that the documentation was reviewed, and the resolution process lacked urgency, transparency, and accountability.
What was most disappointing was not just the condition of the property, but the failure of Airbnb to meaningfully step in when a listing clearly did not meet basic standards. As a guest, I expected support and protection aligned with the values Airbnb promotes. That did not occur.
I am sharing this publicly so future guests understand that when serious issues arise, the support experience may not reflect Airbnb’s stated commitments to quality and guest care.
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