AirBnb could care less about their customers. I h...

AirBnb could care less about their customers. I had to get BBB involved in order to finally get this resolved. The whole process took 9 months!

After reserving on Airbnb, myself and 3 other guests were scheduled to stay at 65 Verde Valley School Road A9, Sedona, AZ 86351, United States from August 31, 2018 to September 3, 2018.

When we arrived to the location, the condition was not as promised.
First, the condo was dirty. This includes pet hair on the floors/furniture, dirty carpets with significant stains in them, the condo smelled of pet urine, and dried food on the surfaces of the cabinets/door
handles. Second, the air conditioning system/evaporation cooler was not functional. There was a note from the owner on how to use the thermostat; however, after sitting in the condo for 30 minutes, it did
not cool off nor could we feel any breeze/air flow. The window A/C was also not operational and the house was hot upon arrival even though the conditions of the condo promised 70 degrees Fahrenheit. We were instructed by the owner not to open windows or doors to let in a breeze, so the temperature was very uncomfortable. We found the weather outside the condo more bearable. Third, the condo was not kept up and had several amenities that were broken besides the window A/C and evaporation cooler. The drawers in the kitchen were off their track and falling out of the cabinets. The fridge had lost power and there was a block of ice in the freezer which did not give us confidence that it would store or cool our food appropriately. Lastly, the condo was outdated. Although this may seem superficial, it was not portrayed accurately
in the pictures listed online. The bed mattresses were lumpy and you could see the indentation of use. The bedding and towels throughout the house were frayed, pilled, thin, and falling apart. The furniture was dirty, worn, and frayed.

Given these conditions, and the fact that I was traveling with a small child, I could not stay in a place that could risk the health and safety of our travelling party. I contacted Evolve through the Airbnb site/application instantly after arriving to the condo because of the condition. My entire travelling party agreed that the condition was as promised or safe. I did not received a reply or contact from Evolve until 2 days after the initial request even though the response time was promised at 24 hours. We had quite a bit of conversation back and forth where I informed them of the condition of the condo, sent them pictures (repeatedly), and then finally had to dispute the charges. Communication took place from August 31, 2018 until September 6, 2018.

Seeing that my issue was not getting resolved, I contacted Airbnb in order to get assistance. I was informed to click on "Involve Airbnb" on their site, which I did, and the next reply was that they could not help and to leave feedback if I'd like. In addition, I submitted pictures through their
website/application which did not get sent over to Evolve (the rental company/host) which then delayed critical information getting to them along with having to submit the pictures directly to them myself.

The resolution center/"Involve Airbnb" is not set up correctly because doesn't provide the host with the information they need in a timely manner in order to resolve the issue and wastes the customer's time if they are not actually able to resolve the issue. In addition, I asked that this listing be removed and Evolve not allowed to list on their website since the location was unsafe and the condo was not as advertised. The listing and company are still up on the Airbnb website.

Unfortunately we were not able to get this resolved. I had to contact BBB in order to get AirBnb to finally respond to the issue. I had to send over documentation 4 times before I finally called BBB and told them that the requested documentation had been sent which allowed them to escalate the complaint to the next level. It wasn't until this last escalation that AirBnb finally attempted to resolve the issue.