A couple left their Airbnb in disgust just 45 minutes after arriving, claiming it was “grimy and grubby”.
Forbes Coleman and his girlfriend booked the flat in Stirchley, Birmingham, for a few days as they are relocating there from Brighton.
They paid £145 to stay in the property for three nights, but they ended up spending less than one hour.
The couple claim when they arrived they found hairs in the bed and shower tray, grime in the kitchen and a stain on the bedroom carpet.
After leaving the property, the pair spent two weeks battling with Airbnb for a refund – and they said they got one only when Birmingham Live contacted the company.
Forbes, aged 36, a recording studio owner, and his 37-year-old psychotherapist girlfriend, rented the flat through Airbnb for a few days while house hunting.
Forbes said: “We got to the flat, thought it was clean and simple, dumped our bags and headed out for our first viewing.
“It was only when we came back and sat down that we noticed the place was actually disgustingly filthy.
“When we pulled back the duvet in the bedroom there were a couple of hair and a chewing gum stain on the carpet.
“In the kitchen there was grime on the hob and in the fridge we found a half-eaten loaf of bread and an opened carton of milk that was out of date.
“We went in the bathroom and there were hairs in the shower tray, and there was damp and mould in places.
“It was just a grimy grubby little flat.”
The couple said they contacted Airbnb for a refund shortly after leaving, but claimed the company initially blamed them for the condition of the flat.
Forbes said: “They accused me of putting hairs in the bed – I’m bald – and of planting out of date milk, but we’re vegan.
“Somehow they also claimed that the damp and mould in the property is my fault, when it was a years old problem that needs proper building work to fix.
“They refused to refund me and the host has convinced them that I made the mess in his disgusting flat despite 22 photos of evidence.
“We were reluctant to travel during a pandemic to a city which was on the watch list for a local lockdown. And then we turn up to an uncleaned apartment – we couldn’t believe it.”
After the company was contacted by Birmingham Live, the couple received a refund.
A spokesman for Airbnb said they had now refunded Mr Coleman in full and had taken “appropriate action” with the owner of the flat.
“We were disappointed to learn about this experience, have reached out to the guest to help make things right and the listing has been suspended from the platform,” a spokesman said.
“With more than 750 million guest arrivals on Airbnb to date, isolated issues are rare and in the event they do happen, we advice guests to contact the host and give them a chance to address the concern.
“Our global community support team is on hand 24/7. Our Guest Guarantee means that if a guest checks into a listing that does not meet our accuracy or quality standards, we will rebook them or offer 100 per cent of their money back.”