Be careful of the property managers before booking this property.
TL;DR did not get our keys to access the unit, were harassed when trying to express concerns, then accused of theft after wanting to cancel reservation. Did not get our money back.
We had booked this property for a week and had a considerable sum paid. We were on a tight schedule and had communicated consistently with one of the managers, Dagoberto, on where to pick up the keys. Everything was alright until came the time we agreed upon to check in. There was radio silence from their end. We had to contact the actual host, Navey, (who was out of the country) to contact the property managers to contact us about where the keys were. We waited and waited in the lobby while the security guard questioned us why we were waiting there for so long and finally had to leave because we had a prior reservation we were already late to. When we were at our reservation, Dagoberto finally called, and we calmly expressed our concerns. Dagoberto proceeded to harass us and tell us that we should’ve done x, y, and z, and that we should’ve disregarded his messages and instead follow whatever was posted originally. No apologies, explanations, nothing. We told him that we did not feel safe any longer and requested a cancellation. Since it was already late at night, we needed to find another accommodation immediately. He then further harassed us, so we had to call it at a night due to the emotional disturbance this had caused.
We contacted Airbnb and only received “we’ll get someone to deal with this” for a whole week straight. After the hosts received word that we escalated our concerns, the other property manager, Nicholas, then messaged us and accused us of theft for the unit key because we were “the only ones with the combination”, even though we all knew we never even stepped in the unit and that we were already on the phone at our reservation when they spoke to us/messaged us with the lock combination. When we re-read the messages, we noticed that they told us that the key was placed in a lockbox in a public location, which was a security concern for all parties involved. All this time there was absolutely no apologies from their end for the way this situation has transpired nor are they willing to give us our money back. Instead, they escalated this by accusing us of theft when they should be returning our money in the first place.
This has been an incredibly frustrating experience and we will not be conducting business with them or their business counterparts ever again.