The main issue was the cleanliness. There were lots of body hairs in the beds and in the bathroom. Also there were other dirty areas. Probably, bed linens were not changed or washed properly. Had to find another place to stay. Asked for a refund but host didn’t want to refund and also blamed us for using the shower and beds. We only checked the house and left immediately. Opened a case with Airbnb. Airbnb responded 10 days later and offered partial refund. Provided 9 pictures that show the dirty areas for re-investigation but Airbnb closed the case next day saying that pictures were not sufficient. I don’t know what else I can provide to proof the issue. Also they didn’t refund anything and said that I didn’t accept the partial refund. Case is closed and I am not able to respond anymore. Location of the house is not a safe area but it was our fault because we didn’t check it before the reservation. Also it took around 20 minutes to enter the house. Lockbox was damaged and it was not easy to open. Also key was not working for the back entrance to the apartment. It was a disappointing experience with Airbnb. I am planning to file complaints against Airbnb with below agencies:
Better Business Bureau (BBB)
Department of Fair Employment and Housing (DFEH)
The Federal Trade Commission (FTC)
If I can not get a resolution with these agencies, I am planning to file a claim in Small Claims Court.
I am putting this information here so other people can also benefit. Please don’t trust Airbnb customer service. After a little googling, I saw that there are lots of cases like this that Airbnb didn’t help the customers.