My flat was trashed, but Airbnb has failed to put it right

If it doesn’t provide the host with compensation, where is the security?

I have been using Airbnb regularly as guest and host for three years. However, when a recent guest damaged my flat I found there is absolutely no customer service from the company. Over the weeks since I raised a complaint I have been promised responses that never came and each time I message on its system my case is automatically closed. The guest had booked the flat, which is profiled as no-smoking, no parties and no extra guests, for herself, her daughter and two friends for a Christmas shopping weekend.

I returned to an overpowering smell of cannabis as though dozens of people had been smoking. The flat was filthy. My towels had been used to wipe muddy floors and smelled of booze. Wineglasses were broken or missing, wine stained the floorboards, the vacuum cleaner was broken and stank of cannabis and there was some stuck to a chair cushion. A neighbour said a number of young people had been coming and going over the two days.

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