All of the following has been documented with pictures. All my calls with the Airbnb emergency escalation team recorded and backed up with messages from them. These are simply facts.
First night we slept there we found ants in the guest bathroom coming from a poorly sealed tub. The new AC spewed leaves and dust from every vent. The dishwasher smelled faintly of sewage and there was a musty and moldy smell throughout the house. All of this was confirmed by the host, Aldo, who rushed over to asses the situation and provide ant traps plus the promise a handyman would come seal the tub… who never materialized during our stay.
After a few of days the smell developed into a rotten egg sewage smell. That same night the carbon monoxide detector went off and Aldo came by AGAIN that evening very apologetic about the overpowering stink which permeated the entire home and new batteries for the monitor.
A sump pump technician came the next day and removed a blockage in the sump pump preventing it from emptying the cistern full of waste water and my families fecal matter. They pumped out the cistern and it seemed to be solved.
After a few days later the smell came back and Aldo returned… embarrassed that this was still happening. I asked if there’s anything John could do to compensate us for the inconveniences so far. He said he’d talk to his friend John who lived in the home for decades.
Aldo sent John: “Jennifer and Doug have been very patient in spite of these great Inconveniences. I am unhappy about problems guests should not have to tolerate.
Perhaps some financial compensation is in order. I am concerned their experience has been poor, and I’m unhappy they have had to be so inconvenienced.”
John never once wrote ANYTHING about refunding ANY money during our entire stay. Not once. Aldo did send a cleaning person in an attempt to make us happy after I requested it. He said Johns in charge of the money but he could send his personal cleaner to try to make things better.
A couple days later the smell returned and so did Aldo. That night I decided to wash laundry and ran the dishwasher as John had recommended before to flush the sewage filled cistern. That’s when we discovered the waste water line for the sink and dishwasher were improperly installed and water was now gushing out under the sink. At least the smell had diminished to a tolerable level and a plumber was sent the next day to fix the water lines under the sink.
And then the smell returned. Aldo shows up AGAIN but this time with a plumber from Bear Plumbing and Rooter service. I accompanied them into the utility room which also houses the new Central AC spreading the smell through the entire home.
The plumber took one look at the sump pump lid and said it was improperly installed and open which was releasing deadly and dangerous sulfur monoxide into the home… the rotten egg sewage smell. Aldo stated the new pump had been installed over 45 days ago (turns out it was 3 months). The plumber said that the more you smell the gas the less you notice the smell but it can cause explosions and asphyxiation in high enough levels. He stated they would need to remove the lines going into the sewage filled cistern, a new custom lid made, lines reinstalled and everything sealed with silicone. He’d give Aldo and estimate and go from there.
The next day I get a text that a plumber and Aldo are on site fixing the problem. I’m calm but concerned about the dangerous and unhealthy conditions and rush over to inspect the work. I had already started making plans to get my family out of this unsafe and potentially deadly situation and been in contact with Airbnb who escalated the issue to an emergency team.
I told Aldo we want a full refund and we’re going to be leaving as soon as we can. He understood my position, reiterated we’d been more than gracious and asked I message John to let him know about our request.
After writing John I inspected the sump pump and discovered that they had ATTEMPTED to seal the existing lids with silicone but had left visible gaps. Confused as to why the work hadn’t been completed as prescribed I decided to call the plumbing company. That’s when I found out the estimate for the repair was $8,750, not covered by insurance, and they were not contracted to complete the work. I have no idea who “sealed” the pump.
After two days on the phone with Airbnb customer service I was able to get a full refund through their Aircover policy. John demanded we leave the home immediately with nowhere to go, all our belongings still there, my son in school and my wife at work.
As of 9/29/22, Giselle at the Airbnb emergency escalation team said they are opening an investigation into John and this property.