Our staff stayed at this Airbnb and arrived at the home at roughly 11 pm. Upon arrival, we were unable to enter the property due to the keys not working. Our staff tried to get in for over an hour thinking that they may have been doing something wrong.
We tried to contact Sarah, however, as it was outside of business hours they didn't answer their text or calls.
Our staff member then caught a taxi to alternative accommodation and stayed elsewhere. The next morning I got a reply from Sarah saying that they were unable to fix the lock without our staff member there. Not only were we up for the cost of alternative accommodation and staff wages, but they then didn't have a spare set of keys to be able to resolve the issue themselves forcing staff to leave work in order to be able to access the house.
We were given 1 night off the accommodation, not even a discount on the remainder of the stay even though the lock had broken and we were up for additional costs of staff taking time off work to fix their problem.
Communication with Sarah was ultimately poor, during the stay, we were ignored left waiting hours for a response and after the stay, we were left waiting for days.
The home is neat and tidy, however, if something goes wrong I wouldn't expect any assistance from Sarah as others prior to me have also stated.