I had a very bad check-in experience which resulted in me contacting Airbnb for help and eventually having to cancel and seek alternative arrangements.
Background:
Upon check-in, the provided code to the lock which stores the key did not work. I tried for close to 3 hours but to no avail. (I have video evidence of this and also showed it to Airbnb). I contacted Jakub but he was not reachable on Airbnb, and when I messaged him, he was very unresponsive. He told me it cannot be, I was doing it wrong or not pulling something right. But I provided a video of me trying to unlock and even asked the locals for help.
He was not helpful and very unresponsive. I was clearly not his priority. I eventually, after 3-4 hours, decided to book a hotel. He did not bother following up either and I had to constantly probe him. He told me his cleaning lady will check the lock the next day. I'm glad I booked a hotel for the night.
With the help of Airbnb, we eventually booked another accomodation.
No doubt, the pictures looked nice. But after this experience, I have zero faith in the host being able to assist me should I need help. The communication and my family being left hanging for 3 hours in the streets with our luggage, and desperately waiting for his response is not something I'd wanna put my family through.