Host called as we were about to leave and said the hot tub wasn’t working and said did we want to cancel (they knew that is why we had booked that stay) They did not apologize just ranted about the cost of hot tub upkeep. We said we would like a refund and they refused to cancel so we could get a full refund saying it would give them a “ding on their reviews”
When I argued saying we would only get half of what we paid back the man I spoke with acted like it was my fault I had asked him to clean and drain hot tub before we came (which we had only messaged to ask if they could and they said yes no problem before we booked) I told him if he hadn’t wanted to do it he shouldn’t have said he would and again asked for a cancellation from his end as otherwise I lost half of my payment due to late cancellation. He refused again and was quite rude, in the end he actually hung up on me and I had to call airbnb support to cancel. He called back a second time to say the hot tub was working again but wouldn’t be hot that day so it couldn’t be used and that was the entire plan for the trip as my hubby was tired and sore and all he wanted was a good soak. Also after his rudeness we really felt stressed and not like staying there even if the hot tub HAD been hot which they said it wouldn’t be.Very disappointing as it was supposed to be a birthday getaway for my hubby and we already had the car packed. These people are not nice when things don’t go their way and they seriously need to work on their customer service skills. It was a stressful outcome, do not recommend! I’m sure they will leave a snappy comeback after this comment lying about why it wasn’t their fault but truthfully they were not kind or apologetic and they made getting a refund on our trip a massive hassle, it wasn’t our fault the hot tub wasn’t working. I suggest looking elsewhere if you prefer good customer service.