Alberto was terrible. Our unit (on the 4th floor) flooded while we were out in Gimli because a pipe burst a few floors above us. He called us laughing about the situation. We arrived almost an hour later to find our belongings got soaked and after asking him multiple times what we can do, he never offered us a refund and said we can go somewhere else or he can move us to a different room. He told us his assistant would be by to handle the situation in 5 minutes and showed up 45 minutes later, while we sat in the flooded room while a man from maintenance mopped the floor. When I tried to call Alberto to find out what was happening he would not answer his phone. When his assistant finally arrived we asked her if it was possible to get a clothes washed and dried, to which she said yes and took them with her. She moved us into a different room (on the 20th floor) and told us not to enter the bedroom because they were still cleaning it. When we returned we noticed the ceiling in the bedroom was leaking. They left a blanket on the floor under it to soak up the dripping water. They never told us the ceiling was leaking.
We had to move to a hotel for the night while Airbnb support searched for a new place for us to stay. When trying to retrieve our belongings the next day, Alberto told me he doesn’t know where they are and hung up the phone. He never returned my call, leaving us to spend our entire vacation day looking for our belongings.
He is very rude and unprofessional. If you find yourself in a situation similar to ours then do not expect to be treated with kindness and respect. He was very unhelpful and doesn’t actually care how your stay is.