Najeya was good with communication prior to our booking, even offering us a discounted rate. However she did make an error re the dates and had to rush to get the place ready for us on time.
This is where the positives end though. Upon pulling up my husband an I were instantly disappointed, the place looked a lot smaller from the outside than we were expecting from the photos. When we got inside my husband who is 6 foot had to duck as the ceiling was extremely low. We were struck by how small and hot the place was. Looking around we couldn't believe how different it looked from the pictures, it was so much smaller and actually felt really cramped. There was definitely some creative photography used, we thought we were staying in a spacious and lux place. It isn't really 3 levels, it is 2 levels with a little loft area in the pitched ceiling space where a mattress is. The mattress looked very cramped up there and really wouldn't fit two people as it was pushed to one side so the lowest point of the pitched roof pretty much touches it. My husband tried to get up into the space and couldn't actually fit, he is only 6 foot tall and a size large so not that big. No where in the description was there mention of a loft or the ladder that you needed to use to get up, I have some slight mobility issues so if it was mentioned wouldn't have booked this property.
Looking around we noticed a rat trap with bait in it, the co host came down and told us they have a rat and were trying to catch it. He said we were to call him if it was caught. There is also no aircon (which we knew) but we noticed no ceiling fan, just a pedestal fan. We were advised that there is a good breeze however you would have to leave the front door and back door open but they do not have fly screens so we would have let in all the insects, possibly the resident rat and who knows what else. We spent 20 minutes in the place and got attacked my mosquitos so we didn't really see leaving anything open as a viable option.
We communicated the fact that I couldn't climb the ladder as the main issue as this was not in the description to Najeya and as far as we were concerned should have meant that we got a refund. She only suggested I sleep on the fold out lounge and my husband sleep in the bed. This was not an option for us though given all the other issues, including the fact that we were mislead, the rat, the heat, the lack of screens etc.
We spent 20 minutes in the place until we found another accommodation option. I tried reasoning with Najeya but she stopped responding until over 24 hours later when I followed up. She then refused a refund and blamed me for the situation because I have the mobility issue so should have told her I couldn't climb a ladder. This is not something I thought would need to be mentioned as no where in the description or pictures was the ladder and loft visible or mentioned.
In my mind the key issue was not my disability but the fact we were so mislead, she however was adamant to blame me for the situation and make it solely about that.