We were happy with the condo. It was clean and as shown on the listing. That being said, the reason we rented this unit was to use the outdoor pool/hottub for our kids. We messaged with Chris prior to our stay to ensure the hottub was also outdoors and were looking forward to enjoying the pools and gym. We were very disappointed to learn, once we arrived, that all the amenities had been closed for 1.5 years due to Covid. We were confused as the listing had the pool/hottub and gym listed as amenities. This threw a wrench into our vacation as we had two kids under 2 who both love the pool and we hadn't packed many other activities for them as the amenities were going to be our go-to activities.
We spoke with Chris and requested a %50 refund for this inconvenience. Chris maintained he had been unaware that the amenities were closed and declined our request. We felt strongly it was his responsibility, as the host, to ensure what he listed on his unit was accurate and up-to-date. Chris apologized profusely and provided a $100 dollar refund (we were asking for $347).
We were disappointed with Chris' level of customer service and that he was unwilling to provide what we believed was a fair refund request of %50. Chris was prompt in response and communicated politely, but we were not satisfied with the level of customer service he provided when it came to our request of a refund as our vacation had been negatively affected by a mistake made by him. The good news is, we eventually contacted Air BnB about this situation, reported the false advertisement situation, and received the requested %50 refund from them.