We had the worst experience that we have ever had with the owner/agent.
After we moved in the house in a heavy rainy night and unpacked luggages on the second floor, we noticed that there was no water in the house at all. The water tank was not checked until we sent a photo of the water level.
The water cannot be provided until the second night so we were provided with two options - stay here without water for one night and water will be provided on the second day, or move to another place they manage for two nights.
They called the replacement house an upgrade for us even though we checked the photos and didn’t like it at all. We’d like to have the option to stay in the replacement house for one night and get refund for the second night which seems to be reasonable. We mentioned that it’ll be my friends birthday and that’s why we would like to stay in a nice place the second night. Still they didn’t accept it at all.
After negotiating for half an hour we were forced to take either option they offered.
The night manager who was on the phone didn’t show any empathy and hang up on my friend without saying anything and called my friend very rude instead. She was also very impatient when I was checking with my friends on the phone and she asked me to call back when we make the final decision (the call only lasted for 5mins).
We received no apology until now. After we fully canceled the booking and had to find another accommodation at night and moved out in heavy rains. We cannot even receive refund until they came on the second day and make sure we didn’t use the bed!
I have lived in so many Airbnb and this is the first bad experience I have ever had. I hope they can do more trainings for staff and care more about their customers than just focus purely on making profit.
The house was great if there was water, however customer service was the worst.