Dear DECO Team,
I am a 6-year loyal Airbnb guest
Summary of the Problem:
Since check-in on 19 May 2026, I have experienced serious issues:
- Hot water failure (confirmed by maintenance that the boiler is too small and requires full replacement — unfixable during my stay)
- Silverfish infestation in the kitchen (never properly resolved)
My partner is currently ill and these conditions have directly impacted her recovery. After 5+ days of unacceptable conditions, I requested rebooking assistance as the property is unfit to stay in.
Airbnb’s Handling:
Despite promises from multiple case managers, Airbnb has failed to provide adequate support:
- Jayme Sweet offered rebooking assistance and sent listing options.
- Aniket then appeared and lowballed me with only £125 as a one-time use coupon — contradicting previous promises of rebooking help and $200 goodwill compensation.
I am being forced to leave prematurely through no fault of my own, with no immediate funds available while waiting for refunds, in an expensive country.
What I Require:
- Full refund for all unspent nights (already confirmed)
- 30% Aircover for impacted nights (already confirmed)
- $200 USD goodwill compensation paid in cash to my original payment method (already confirmed)
- Rebooking assistance for at least 6 nights (or equivalent value)
I have lost all faith in Airbnb as a service and will never use the platform again.
I kindly request DECO’s assistance in obtaining a fair and prompt resolution.
