Airbnb review: Airbnb — A platform that enabled misleading and unfair treatment

I had a very disappointing experience with an Airbnb stay that exposed serious issues with how guest complaints are handled.

When I entered the apartment, I found yellow liquid in the toilet. The host claimed it was cleaning gel, but its appearance suggested otherwise. More importantly, the apartment had no potable water — a critical fact that was NOT disclosed in the listing. Internet was unreliable, and the heating system is centralized and shuts off at night, leaving the apartment cold after 11 PM.

Because of these problems, I asked the host to cancel the booking without penalty. The host refused until I was forced to escalate the issue with Airbnb. Only after several days was I refunded for the unused nights.

Despite confirming safety concerns, Airbnb declined to remove the host’s retaliatory public comments and did not take meaningful action regarding the listing. I remained respectful throughout the process, and the apartment was generally clean, but essential living conditions were not met.

This experience left me with the impression that Airbnb’s procedures prioritize internal policy over real guest protection. An accommodation lacking potable water should not be listed without clear disclosure.

I am sharing this so future guests understand the risks when serious issues arise.