This was the worst Airbnb experience I've ever had.
Between ants in the bed and the host sending the wrong address - and then being denied a partial refund and being told the situation was "out of our control" - I'm definitely disappointed.
I get things sometimes happen that a host doesn't anticipate, but in my view, it's a host's responsibility to make it right. When I first booked and received the address in a DM, I went to the address I was given. The address I was given (6 Bristol) took me to basically the town center in a little plaza - the Airbnb location is not there. I called the host and got the right address - but no apology for the mix-up. (but no worries - mistakes happen).
In the night - I notice ants climbing up from the baseboard to the ceiling in the doorway between the bathroom and the main part of the unit. I then realize these ants are actually in the bed. I tried to get in touch with the host about the ants (albeit around midnight), but I got no response via text, airbnb message, or after calling. There are two other cottages on the property that were vacant, so I was hoping the host would get me access to one of them so I could sleep.
There is a bunk bed in the ant-infested unit, but the host says not to use the top part of the bunk bed if you're an adult - and the bottom part of the bunk bed is right next to the bed where I saw fire ants (so I didn't exactly feel super confident about sleeping in the other bed adjacent to the bed with ants). So I didn't sleep. It was late and the spot is in a tiny town, so I also couldn't get an uber. I took the first available bus out of there at 5:41 AM.
Airbnb created an automated support ticket when I tried to reach the host through airbnb and the host didn't reply after an hour. I was hoping airbnb would help me get alternative accommodations, but instead they asked the host to provide a partial refund after seeing the photos I took of the ants in the bed. The host refused to give a partial refund. I separately reached out to the host, because I was surprised she would deny even a partial refund, and provided her additional photo evidence and made sure she was aware of the experience I had. She confirmed she was aware of everything and simply told me there would be no refund whatsoever because the ants were out of her control.
I'll never stay at "Torquay Retreats" again. Worst customer service from an airbnb host I've ever encountered by far.