Arrived in late afternoon at Leon’s Apartment after 10 hours flight from Italy, the apartment was not as clean as expected: sheets were worn with holes and stains, closet and drawers full of Leon' s personal stuff, the fridge was with food and drinks already opened!
However we were so tired that we decided to remain and to find a solution: buy new sheets and towels, at our own costs.
2 hours later, back to the apartment, the final discovery: cockroaches running out from the bathroom!
We immediately left the house searching a new accomodation and asking Leon the full refund of the stay explaining the situation we were facing in the apartment.
Unfortunately we read just later, one more feedback that found the same situation in July .
Leon refused to give us our payment back saying that the sheets were clean, and asking us to solve the problem with Airbnb.
Right: we asked then Airbnb to solve the problem , and you know what? Without pictures the refund policy is not applicable!
We tried to explain Airbnb that we just arrived in NY after a long trip and when we realized that it was impossible to stay in that place we didn't think istinctively to make pictures !
We use regularly Airbnb and we never left an house the same day of arrival (just 2 weeks before, our staying in France was perfect) facing similar situations.
The last note is for Airbnb : You have your own Credo, CONFIDENCE, which cannot allow its customers to be in conditions like these. You should also listen and understand the truth behind the facts as stated and documented.
My last recommendation is for Airbnb users: pay attention to Airbnb Refund Policy before any decision is taken! We learned this on our own skin!