Listing: “LUX Warwick Mansion” – Kansas City, MO
Link for context (not to harass the host): https://www.airbnb.com/rooms/730472212718432053?source_impression_id=p3_1764619076_P3EMmWj4-v-7lAvS
Host/brand: LUX Management KC (they have a bunch of “LUX” listings around KC on Airbnb)

We booked this for a Thanksgiving family trip (~$5.3k, 7 nights) expecting a big “luxury” house with 6 bathrooms. What we got was a place that felt more like a neglected party house:

• Visible mold/water damage and a strong sewage/mildew smell in the basement
• No fully comfortable, functional shower (temp/drainage/cleanliness issues in all of them)
• Filthy oven, dishwasher, and washer, dirty floors, dead bugs, old spills, nasty glassware/cutlery
• Broken/sharp edges on furniture and the fridge that caused hand cuts (we had to tape them)
• Multiple unlocked storage/attic areas full of trash and chemicals, easily accessed by kids
• Devices beeping, hot light strips, generally poor maintenance

We reported issues immediately to the host during the stay. Maintenance came once, only after I demanded it (host originally said they'd deal with it after we left) cleaned cigarette butts, locked one storage room, and shrugged off everything else (“that’s the cleaners’ problem,” “it’s always been like that,” or “needs a part”). Core issues were never fixed. The host then stopped responding.

On top of that, authorities came to the door looking for the owners (I gave Airbnb the officer’s details). Later, the host told Airbnb this was “untrue” and left me a review saying I exaggerated normal conditions, went into “off-limits” storage, and made things up. It feels blatantly retaliatory and misrepresents what actually happened.

Airbnb / AirCover part

I’ve now spent 30+ hours going back and forth with Airbnb:

• I contacted Airbnb during the stay (not after checkout).
• I requested escalation on Thanksgiving.
• No relocation assistance was even mentioned until Friday, when it was basically impossible to move a big group on a holiday weekend and we had already put some guests in a hotel using points.
• One agent on a recorded call actually told me I’d get a full refund and gave the dollar amount. A later case manager admitted that was said but said it “shouldn’t have been offered” and defaulted back to policy.

This has been utterly exhausting, especially over a holiday that was meant to be spent with family. I doubt most guests would have the stamina to continue going back and forth attempting to prove a very cut and dry case.

I’ve sent hundreds of photos/videos with timestamps, plus screenshots and a detailed timeline. The host, as far as I can tell, has provided no documentation to support her claims, just statements. Yet it’s taken days, multiple “senior” case managers, and I still don’t have a full resolution. I am HOPEFUL we are getting closer to one but it seems like every night around 3:30 am we start all over with new reps and I have to got through the whole thing again... I’m honestly hesitant to use Airbnb again after this. It should not require 30–40 hours of work and a full evidence binder to get taken seriously about safety and sanitation. I really wish we were allowed to provide images here...

Why I’m posting / what I’m asking

1. Warning: If you’re booking in Kansas City, especially anything branded “LUX” or “LUX Management KC,” please read older reviews very carefully. Several of their listings show Airbnb’s own “bottom 10%” warning and mention similar issues (cleanliness, sewage, safety, etc.). Im made the mistake of trusting that a few newer positive reviews meant they had addressed issues and also leaned on trusting that Airbnb would help us if needed. Boy was I wrong....
2. Retaliatory review advice: For hosts here, if you saw my long positive history and then this one extremely negative review from this host accusing me of lying, how would you view it? For guests, has anyone successfully gotten a clearly retaliatory, factually wrong review removed?
3. AirCover experience: Has anyone gotten Airbnb to go beyond the “30% + unspent nights” formula when:
   • the place was genuinely unsafe/unsanitary,
   • relocation wasn’t realistic because of a holiday and wasn't even offered until you had already vacated the property, and
   • support delays contributed to you having to stay longer than you wanted?

I’m not asking anyone to contact the host; I just want to share what happened, ask how you’d handle it, and decide whether Airbnb is still worth trusting for big family trips after this.