Really nice apartment – has everything you need for a comfortable stay, also the location is really good, walking distance to the centre. Wish I could give more stars for these reasons, however, even though the place was very nice, our experience with the hosts was not.
•	Before arriving to Vienna, I was asked to text the host 25 minutes before getting to the apartment. We’ve taken an Uber from the airport and I’ve texted them as soon as we got in the car (23 minutes ride). Since I wanted to make sure they will see the message in time I’ve texted them on both Airbnb and Whatsapp – using the phone number they gave me in a message. Moreover, prior to our trip I’ve also told them the landing time and gave the flight number, as requested.
When we got to the apartment, nobody was waiting for us so my boyfriend called them. A guy answered saying he will get to the apartment in 20 minutes. We were already annoyed since we followed their guidelines and texted them in time, but we decided to sit at a terrace next to the apartment and have a coffee. After 25 minutes, I called him again and at that point he tried to explain something happened with another tourist and he can only meet us in 10 minutes. During the conversation those 10 minutes changed into 10 to 15 minutes so I got angry and told him that he should be there in 10 and that I do not intend to wait longer.
Given that his English was not so good it was very hard for us to communicate with him and understand what happened. At least he arrived after 10 minutes and we could go in the apartment.

•	When I first saw the apartment, I kind of thought it was not the apartment we booked, mainly because the one we booked was supposed to have a bathtub and this one did not, but at that point we got distracted with filling in the forms required due to Corona so we forgot to ask. The next day I decided to check the listing on Airbnb and see if I remembered correctly, and indeed the apartment we’ve booked was supposed to have a bathtub, an oven and some other extra things. I texted them around 18:00 to ask about that and even though on Airbnb their response time is mentioned as 1 hour they only replied to us the next day around 11:00.
They explained how they have two apartments in the same building and that they put us in the wrong apartment and some other guests in the one we booked. The 2 options they gave us at that point were:
o	Switch apartments with the other guests, which implied us going to gather all our things and then wait 5 hours for the cleaners to clean both apartments. They did not mention where we could leave our things - they just mentioned the apartments needed to be empty for the cleaners to do their job.
o	Get a full refund, which implied we had to leave the apartment and go search for another accommodation.
I was not a fan of any of the options since they both involved wasting quite some time that we could have spent getting to know the city, therefore I told them that I would prefer a 10 – 15% refund rather than having to waste quite some time from our holiday. They accepted that and gave us a 10% refund. I can’t complain about that, after the 17 hours of waiting for an answer to the initial message, they reacted promptly and agreed to a solution that I think was fair to both parties.
•	After we settled the wrong apartment problem, we just thought let’s enjoy the city and forget about everything. However, that was a bit hard to do when we wanted to ask them something time sensitive and I tried calling them. I called them twice on the phone number they gave me however they did not pick up. The conclusion from this last thing is that they never called/texted back asking if everything is ok/what happened. I guess since we stopped calling they didn’t care to find out more.
Overall, I would recommend the apartment but not the hosts. I believe punctuality is important for somebody that was travelling half a day and that followed all their guidelines and provided them with all the needed details so that they can plan based on our landing time. Also, I believe that a good command of the English language is a must when working with tourists worldwide, since when we talked with the guy on the phone we really confused about what happened because all I could understand was something about a tourist. I am not even going to explain why knowing your own apartments and accommodating guests in the apartments they rented is good customer service and lastly, picking up the phone in case your guests have an emergency should also be part of their basic rules.
The last thing I want to add is that after all of these issues, they’ve sent me 2 messages asking for 5 star rating and telling me that they would also give us a 5 star rating. I honestly do not know what the Airbnb policy is about reviews, however, telling me that you will give me a 5 star rating for all points, including Cleanliness before the check-out time (so before we left the apartment and they could actually enter and check if we even cleaned the place) doesn’t sound very professional to me. It sounds more like trading 5 star reviews.