The service was terrible!!
We arrived in Toronto after a 10 hours flight from Europe. Our host was aware that our estimated time of arrival at the apartment would have been between 4 and 5pm. We got there at 5 and the housekeeper had just started the cleanings. We had to wait outside of the apartment until 7pm for it to be ready!
I explained the situation to our contact, and have been offered a late check out, which I didn't even need. I asked for a partial refund. The 'host' replied that they would speak to the "management" and let us know. No word back. I asked again on the last day when they sent us the instructions for check-out, and have been completely ignored.
Also, when I first called our contact to explain the check-in inconvenience, I wasn't even speaking to Tom, who was supposed to be our host. It feels like you are talking to an enterprise, instead of a host, with nobody taking responsibility. Where is the whole airbnb experience?
Minor issues included the AC not working when we walked in (we were sent instructions to reboot), the kitchen sink leaking and the washroom door didn't close. Basic items were missing, such as hairdryer or bottle opener. Not to mention the apartment is small and ordinary - really nothing special.
All of this for over 4,000 CAD for 9 nights.