After driving 24hrs nonstop from Miami to NYC, my family of 6 including 3 kids were looking to get some rest before heading for a Father's celebration reunion. Unfortunately the house was not up to their standards. They checked in and didn't feel comfortable to stay in the house whatsoever. They were so exhausted and had to drive another 40 minutes to get to my home and the last thing they thought to take pictures of the house condition for the claim. We were told to contact Airbnb for refund but the number was just automatic system. For a week reservation that cost $2k, get a refund of $800 when my family didn’t even could use the bathroom, is not appropriated. I could understand Airbnb and/or the Host to charge for the night they were supposed to check in but not 40% of the reservation cost.