ComplaintsforRachel's Airbnb

• Initial Complaint

  02/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Transaction Date 11/21/2023 - $1373.04.Reservation at Large Fenced Yard Near Midtown-Shamrock Stay - 11/22/23 - 11/26/23 with full amenities.Reservation #: HMJ3NZS9NF Rental Address: ***************************************************************** Nature of Dispute: **** System in home was not working Airbnb Case ID: ********* No heat on property 3 out of the 4 days rented. Person dispatched to home twice, she wasn't a tech and not sure what she was doing but checked the heat. She noticed I had plugged in a ceramic heater. That's when ******* had 3 small ceramic heaters delivered to the home late night on night 3. Minutes later after receiving the heaters, an **** company arrived. Relief came on the 3rd night around 11:30 - 12:00PM and fixed the heater. The ceramic heaters were left unopened. My family checked out the next morning on 11/26/23 @ 10AM.Contacted property owner/******* and Airbnb daily regarding this issue during our stay. It was 40-degree temperature outside and the home was extremely uncomfortable. I provided pictures of the thermostat, the 3 small ceramic heaters and copies of communication to ****** and Airbnb support documenting the process. Gave ample opportunity to ******* and Airbnb to resolve. ******* agreed to give only a $200 credit BUT only if I didn't write a negative review. Documented conversation and provided it to Airbnb.I was advised by Airbnb that a credit would be issued but it could take up to 90 days. Each day I received a call from a different person at Airbnb asking for details when it should be documented. Once I give an overview, their response is I'm sorry for your inconvenience and that a different team would be contacting me regarding the problem. That day has yet to come and provide resolution to the problem. Most recent call log from Airbnb: ***** (2/13/24), ****** (02/13/2024) and McCala (02/19/24). You can't rent a property and not provide working essentials. And water/sewage and the **** systems (air & heat) are considered essential.

  Customer response

  02/20/2024

  The Airbnb was rented through Rachael ******************************* Family and the attachments supports the owner. While they may be registered in a different part of ******* they have property and rent out a home in **********, *******.

  Please advise the correct location to use. 

• Initial Complaint

  06/15/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Booked this place in December, 6 months in advance. The family was excited to get there and meet up. Both parties of our family drove over 9 hours to meet in a central location. This place was not as advertised. It was dirty. Food still left in the fridge and freezer; spider webs throughout the house; broken windows; rotting deck and front porch; the house on the the outside is literally falling apart at the seams; the front of the house was disheveled upon pulling up; the smell upon walking in was of mold; the beds were broken, specifically the one upstairs with access to the upstairs deck and the master one downstairs; everything in the cabinets were dirty with a thick layer of dust needing to be washed before use; there was not enough dishes or kitchenware to accommodate our party of 7; the yard outside was over-grown not allowing a great view of the lake as advertised; the white couch felt as if you were sitting on straight wood and the other couches were filthy (as shown in pictures); the fans had no globes on them and caused distress to my eyes; the toilets were very low and not accommodating for elderly; the vines were over-grown, eating the house; upstairs, the tub had a phone jack and outlet right next to it which was very unsafe; the house air filter was clogged badly, obviously not having been changed in a very long time; there was a water jet at the dock that was not useable and had a tag on it that was 9 years old (good for 2013); the cleaning closet was filthy and smelt like old dirty water; the floors are wavy and uneven making it a safety hazard for anyone (I am 31 years old and tripped many times); the stair railing upstairs was wobbly and I didn't trust it was hold my children (ages 5 and 8); and the doors didn't work properly, some wouldn't close and the locks didn't work. The host was very hostile upon addressing these issues. I have included screenshots of the conversation. Airbnb says they will not mediate. My family stayed there for 7 nights.

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