I want to say firstly that in the past my experience with Airbnb has been excellent so it is with huge disappointment that I find myself giving this review.

I booked a week's accommodation for myself travelling solo. The host, who had very good ratings, had a new apartment which looked nice in the photos, was reasonably priced and available with 6 days to go near Naples in Italy.

I arrived at the apartment to find that the photos were utterly deceptive. The area was rough, the host wasn't present, the address details weren't complete and it took nearly 25 minutes of phone calls and waiting before I finally got in. I was frankly shocked by what greeted me. It was dark and dingy. The "kitchen area" was a totally unusable space with no windows in the corridor between bedsit rooms and stairwell. No toilet seat and my the view from my bed was up into the bathroom.

I phoned Airbnb to see if I could get alternative accommodation. The first agent I spoke to said he'd put me through to the correct department and I was cut off. I phoned again. The lady I spoke to next time was very sympathetic but again said she couldn't deal with my issue. She couldn't put me through to the correct department as they were busy but said she'd put down all my details and that someone would contact me. That was on 24th August.

I had to find alternative accommodation at gone 7pm at night as I didn't feel safe where I was. The host did look for alternative accommodation for me and sent photos but by that time I'd lost trust in him as his previous photos were so far out. I didn't stay in the "accommodation" at all.

It is now 4th September and I've heard nothing. I sent another long message a few days detailing my issues and sending photos of what greeted me. Not a word in response.

As a previously loyal and regular Airbnb guest (with plans to become a host also), I am utterly disillusioned and will not ever be giving them my business again.