We had a lot of hope for this place. Our arrival had been planned late at night. The host had prepared us a no-contact check-in but the key they left us was not the right one. In fact, it unlocked a whole different unit.
We tried calling them numerous times but never got any answer. We were stranded in Vancouver. We tried to get into the unit up until 1 AM and had to get a hotel in order to not spend the night outside.
The next morning, we were expecting to have the situation resolved as soon as possible. They ended up giving us news at around 10 AM and said they would get back to us in 15 minutes. An hour and a half later, we still had not gotten any news.
We ended up getting a hotel room for the remainder of our stay and had to call the airbnb client support to get it sorted. After all of this, they texted us a few hours after we had booked our new hotel to ask if we still wanted the airbnb.. They never mentionned reimbursement and did not seem to take the situation seriously.