I booked this place for my family visiting from Melbourne to attend my wife's baby shower celebrations happening over the span of 4 days. We mainly booked the place due to its very convenient location to our house, as well as being convinced by the many positive reviews that we now find very puzzling in hindsight. We were able to visit the place for inspection beforehand and check in was very smooth but after that the problems began and overall we are very disappointed with our experience.
1. Firstly there was no running hot water from any of the taps or showers. We had events on during the day that required our guests to be ready by lunch time however due to the lack of hot water, our special guests arrived late to most of the events that they in fact were required to play an integral part in. The guests even had to shower and get ready at our place on one of the days due to the lack of hot water. On the first day, Susan the host was able to be contacted promptly and she came to fix the issues temporarily. When we asked her what if this happens again tomorrow - she merely shrugged her shoulders and dismissed the very idea. Well what do you know - the same thing happened again the next day with no hot water. This was the day of our very special celebration which created a lot of stress and chaos as our guests were not able to get ready on time, arrived late and had to get ready at our place affecting our special day. Susan the host finally asked a plumber to attend to fix the issue which took all day to in fact get the hot water system replaced altogether - therefore her dismissing the issue the day before when asked if it would happen again is quite deplorable and laughable really. Thereafter however we experienced no further issues with the hot water supply at least. I am disappointed that the host did not thoroughly check the hot water supply herself prior to my guests arrival in the first place, that it required 2 days of problems before the issues was fixed properly by a plumber and the inevitable effect in had on the proceedings of our celebrations.
2. Two of the beds were very uncomfortable - one of the queen beds was just a makeshift mattress made out of several foam layers taped together and the single bed appeared to have a rod jutting into the middle of it when trying to lay on it. One of our guests is elderly and could not sleep on either of these beds and was therefore forced to check into a hotel after 2 nights to get any decent rest.
3. The lack of responsiveness of the host towards the end of the stay - initially Susan was reasonably friendly but after the above problems accumulated, we thanked her for sending the plumber and then explained the problem we were having with the beds and that we appreciated a gesture of goodwill on her behalf or a partial refund. No reply from Susan at all. After our guests checked out I tried to call her the next day and she didn't even pick up my call.
Overall very disappointed with our experience and the host. I suppose I will now have to liaise with AirBnb directly in this regard to obtain a more positive final outcome.