We have arrived the house and in urgently needed clarification in regards to using the house
1. The WiFi password was not working, we needed to access to the WiFi as our 11 daughter was sick and high fever when we arrived, our Canada sim card was not working
2. We disappointed with the house as all the glass windows has no curtain at all which made us so uncomfortable especially at night while inside the house is lightened up and we would not know who would watch into our space
3. The front door can be opened from the outside if anyone has the passcode of the door
4. The connecting door which connect our space with the rest of the house, we also don’t know if it can be opened from the other side
5. There is no instructions of the house left at the place how to use the house and surrounding area
We have been trying to call the host so many times and message them too to clarify the above especially the WiFi connection but we did not heard from them at all until 11:30pm which left us very uncertainty about the space and we had to make the decision to find another place to stay which make us feel safer and more privacy
Meantime we canceled the space and informed the host about the situation with the photos attached to show what we had to deal with while they were not responsive to our message
We also requested for refund the money. At this money the host was more responsive to our message with very bad behavior and attitude that the issue was our selfmade problem. Below is their response to us
“Hi there sorry that you had problems with the lock, the doors all lock from the inside and that is a laundry room the cleaners have access too. Occasionally we let guest do their laundry also. The rest of the house is our family home. There has never been a problem with the 85 other guests that have stayed. There will be no refund as the nights where booked off for you. Our bank expects us to pay the mortgage all the same. If you need 24hr front desk service I suggest you stay at a hotel.”
Which we found very rude and irresponsible response. We hope they are open to feedback if they would like to continue their personal renting business with Airbnb and care about how the guests would feel if they come and stay at their place
It is not just about nice decoration but the privacy and security is on top of everything and basic things to provide to their guest
I do request the host take responsibility rather than just taking money from the guest
Thank you!