To be really frustrated with airbnb

[Tightsonatrain]

AGH I'm away for work for 3 weeks abroad, booked into nice looking airbnb, has lots of good reviews.

There is stuff EVERYWHERE- to the point that there is barely any space for me to put my clothes away. There are rails of clothes in bedroom and a fridge (?), which weren't in the photos. Even the bedside table is covered with books etc. Other little issues, like there's general grubbiness and smell of cigarette smoke, but I feel not to tehh point I could complain about. All the lightbulbs in the bedroom apart from one are out. I opened the main window in the living room to let air in, but the frames so degraded it's impossible to shut, and there's a HUGE ceramic plant pot in the sill (way too heavy to lift), that I can't move out the way.

Other problem I think was my fault- I didn't notice there were no photos of the kitchen or bathroom, or think anything of it, as the other rooms looked nice. Fridge in bedroom and still full of opened food items. Kitchen and bathroom are generally run down, rusty, shower & toilet are both in a room you walk in to (so all on the same floor IYSWIM). Pots still left to drain on sideboard, manky looking sponge.

I think I would care less if I was with mates on holiday, but this is generally really getting me down. I have a chronic illness and this work trip was always going to be stressful, but now I feel I haven't got somewhere relaxing to go home to. The window issue (I genuinely spent 15 mins trying but it won't budge), not wanting to shower in the manky bathroom, or find spaces to put my stuff are really getting me down, as ridiculous as it sounds. I feel sad and homesick. A complete side point- she mentioned she'd had no one to stay for 4 months, but she had at least 3 reviews on airbnb in that time so not sure what that's about!

I contacted airbnb who told me to speak to the host, but I feel like these are longterm issues (like maintenance, her moving stuff to storage if she wants to rent her place out), that couldn't be solved in the next couple of days. She also seemed really nice so feel like massive bitch complaining, but all the little issues weren't really obvious when she showed me round

Agh AIBU to feel massively fed up? If this was a friends house I'd laugh it off and tidy up for them, but there's something really off-putting about living with a strangers mess.

Since you've already checked in, you do have to give the host a chance to rectify. I would focus on cleanliness. Contact your host and make it clear that the level of cleanliness (inc. strong smell of smoke, clutter) isn't acceptable and not as per her listing. Ask her to bring someone in in the next 24 hrs to clean and declutter. Refer to Airbnb's own policy:

"Eligible travel issues
Situations that may be eligible for a refund under this policy generally fall into one of three categories:

The host fails to provide reasonable access to the booked listing.
The listing is misrepresented (ex: number of bedrooms, location, lacks promised amenities).
The listing isn't generally clean, is unsafe, or there's an animal in the listing that wasn't disclosed prior to booking"

If she refuses to bring a cleaner in you should have enough grounds to ask Airbnb to step in.

Thanks for the advise @Yippeeeeee, I'm definitely going to contact her, just trying to find a way to word it diplomatically!

I’d take photos of what it really looks like to compare with the listing too.

Act promptly. It is not on. I read on their t&c that airbnb keeps the money until 24 hours until guest has checked in & then pays the host.

Agh do you think it's appropriate to complain about all the clutter? I feel like there's nothing she can really do about it apart from prepare better for the next guest.

I just really want a refund and go to a different place, feel silly for letting it get me down. Maybe I can negotiate for not staying for the full 3 weeks

Dear XXX,

Since moving into your rental I have discovered several issues with the apartment:

The apartment has not been cleaned or maintained to the standard advertised on your listing or to standards I would expect from an Airbnb listing. (Give examples)

There is excess personal clutter throughout the entire apartment, limiting my usage and enjoyment of the premises. The photos used in your listing did not show this.

There is a fridge in the bedroom. This was not disclosed prior to move in nor was it shown in photos on your listing. The noise from the fridge is keeping me awake at night. Additionally, I do not believe that it is sanitary to have food preparation in the same area that I sleep.

There is only one working lightbulb in the entire apartment. This is a safety issue, as well as impeding my enjoyment of my stay.

I am unable to close the main window in the living room. This is a safety issue, as well as impeding my personal comfort and enjoyment of my stay.

I ask that you arrange for the above maintenance, clutter removal, and cleaning to be carried out within the next 24 hours. If you are unable to do this please advise so that I can escalate to Airbnb for resolution.

I'd complain about the clutter and the cleanliness. Take lots and lots of photos.

Can you move to hotel or b&b ?

Definitely keep contacting/complaining to Airbnb and as pp said take lots of photos as evidence, also screenshot any aspects of the listing description that are inaccurate/false, etc. Contact the host via Airbnb messaging so there is a written record which Airbnb can also view.

I made the mistake of complaining about a place I stayed in that was filthy and also had several false statements in the description only after I had left and Airbnb did very little to help. I also tried to contact the host via text and phone call (no response). All Airbnb did was give me a coupon for a future stay worth about 8% of what I paid and 'closed the case' (which means they can then ignore you). The listing complete with false description remained up for 2 months until the host was either kicked off the site by Airbnb for having so many bad reviews and a 2.5 star overall rating or left of their own accord.

Also complain on social media - Airbnb page on Facebook and Twitter account etc as publically complaining might shame them into a better response.