This was the most disappointing and frustrating Airbnb experience I’ve ever had. It’s one thing to have a mouse show up in the apartment - things happen. It’s another to have them crawling on the couch, with a nest under the stove, and no timely or reasonable support from the host company.
Since it was late on the first night, we messaged the host and went to the nearest CVS to buy traps + bait. A team member replied and offered to drop off more traps the next day. We wound up stuffing towels under the door to keep them out while we tried to sleep, after hours of effort trying to shoo them out the front door. (I had parents in their 70s with limited mobility with me, so relocating at that hour wasn’t an option).
Over 12 hours later, loose in a plastic bag hanging on the door knob, were dirty, used traps - gross. Also, no bait provided.
We reached out about our concerns and another member of the host team apologized, permitted us to end our stay early, and agreed in writing to provide a full refund for our stay. The owner since went back on this agreement, and we have only received a partial refund. Of all the funds kept by the host, the cleaning fee too? Really?
We spent entirely too much money on a rodent infested listing, and way too much time fighting to get our money back.
I’ve stayed in dozens of great Airbnbs, and it’s clear that listings hosted by the homeowner (rather than a company running multiple rentals) provide a personal touch and higher quality of service.