First time writing a BAD review ever. Host/agent was unresponsive and rude!!
Host managed to double book us! communication was made; yet, they still manage to double book us. After a draining 5 hour long drive; multiple attempts to call and messages left for Kim prior to arriving; only to be uncontactable. When we arrived, the place was already occupied by another family. As we could not reach Kim, we called Airbnb and they ALSO could not reach Kim. They immediately refunded our money and advised we had no choice but to find an alternative accommodation for our 4 day weekend get away that was booked ONE MONTH prior. To make matters worst, when the agent did finally call us the next day, no apology was given as "apparently, it was not their fault" and pointed the finger to Airbnb. He was rude, inconsiderate and had cut me off as I was trying to retell my ordeal.
As a business, they should be held accountable for their very poor service. Payment and booking were confirmed, communication was made; therefore, someone on their end (Kim) was aware of my reservation, yet the agent still insisted they had no idea. Airbnb advised they were going to penalize the host.
It was the most STRESSFUL situation to be in as we also had a wedding to attend that next afternoon with no accommodation to get ready in. We ended up having to drive a further 1 hour to Lorne and had to book an accommodation last minute. We were very lucky to have such lovely hosts in Lorne; everything confirmed within 30 minutes.
**** DO NOT BOOK WITH KIM. SIMPLE AS THAT. ****