As mentioned I wrote bad because at least I am getting a refund… but the experience was terrible.
How to start.. The owner has an agency managing the apartment, I never had communication with him. At the beginning they seemed very professional, was happy to stay there with my 9 year old son. Check in and check out times were agreed upon.
The very same day of arrival I wrote to let know the flight was a bit delayed and asked if ok for the key pick-up. They confirmed no problem at all. We landed in Paris and are on our way to the pick-up place-(a place with lockers and code to get the keys)- I got a message: “cleaning would not be ready” in the apartment. So I asked what that meant, if only dirty but if I could get access. No answer. We went to get the keys with the code- no keys in the locker! So had to ask what was going on… after me insisting for an answer they said, the keys would not be available for the day I booked my check-in.
In short, I was without a roof over my head with a 9 year old child at 5pm in Paris. Extremely stressful situation. Fortunately I found another Airbnb as I didn’t even know what to do, where to look in the moment.. really desperate.
I decided to be firm and ask for a full refund in order to pay my holidays and because the whole situation was unfair. And they reacted at least with the decency to refund me (I still don’t have the full money in my account BUT I trust it will work, as I also called people from Airbnb). Perhaps the cleaning agency, perhaps the administration agency, whatever it was, it was terrible. After this, I don’t even know if I want to use Airbnb ever again.