Extremely disappointing. Worst Airbnb experience so far…
Despite the pleasant surrounding area, we were shocked by the Airbnb experience, being the worse service we have received on Airbnb so far, which unfortunately tainted the whole experience. Nordine, the host for The Brothers Care team, was misleading, unhelpful from the start, rude and deceptive. It has been a complete let down. François and Nordine have been incredibly unhelpful and unprofessional.
Issue number 1: Misleading information
a)	On the host description page, it states a number to call for support. This number does not work. We called this number but there was no reply. As a result, when we arrived at the accommodation, we weren’t greeted by the host and given only very confusing indications on how to retrieve the keys and get in the apartment. I was later informed by Nordine on Airbnb messaging service to use a different number. I attempted to contacting him but there were severe delays when we encountered problems.
b)	The indication given by the host on how to retrieve the keys are very complicated and unclear. Also, they incorrectly state that a code is needed to enter both doors to access the premises, but this is incorrect. A key fob is needed to enter the second doors.
c)	On the host description of the premises, it stated “free parking on Premises” but when we arrived this was not offered to us. As a result, we amassed huge parking cost. Nordine informed us this was an error on the listings part but that he would resolve to get us the free garage keys as promised. This was only delivered 3 days later, and we amassed more than €50 in parking costs. If the host had let us know earlier or had better communicated with us that there would be a 3-day delay, we could have entirely avoided the problem by getting the private garage for €20 a day, 10 minutes away. Please note that you cannot park in the same location in the surrounding parking area for more than 6 hours and the cost is approximately between €4 and €8 an hour. The costs also increase. The host appears to have now changed their description to "paid street parking off premise".
Issue number 2: complete lack of communication
a)	On arrival, one of our guests arrived early to pick up the keys. The guest attempted to contact Nordine from The Brothers Care team, but he did not reply to her, leaving her stranded and with no support on how to get the keys. The directions and information provided on airbnb chat was extremely unclear and confusing. She finally managed to arrive at the accommodation and the entry indications were incorrect, informing us to use a code twice to enter the premises. Meanwhile Nordine was not replying to our calls. Moreover, we had no information on how to use the house appliances (there is a modern touch activated cooking hub). This makes cooking very complicated if you haven’t used one before. There really should be a guide provided in the apartment or on the Airbnb listing, especially if the host does not come to greet you or help you out when you have questions.
b)	I contacted Nordine on the first day about the free parking and he informed me he is waiting to get the keys for the free parking spot, but also that there was an error on their part for posting it in their Airbnb listing. He told us to wait for the keys and that we would get them the next morning. I informed Nordine about the parking costs and that we booked the apartment largely on the basis that free parking would be provided. Nordine informed me not to worry and that he would get the keys for us as soon as possible. The next morning, I contacted Nordine as we had already amassed €16 of parking costs. I was being charged every hour an extremely high parking price because of waiting and Nordine was not delivering on his side, as promised. Nordine mentioned that we may get a reimbursement for the parking costs. I informed him to please let us know in writing, which he failed to do. I informed Nordine that if there is no free parking, or if it is going to be a long wait then to please at least let us know so that we can at least leave the car in a in a nearby garage for €20 a day. Nordine instead kept informing us to wait, but there was no delivery on his promise. We amassed over €50 in parking costs. On the third day I had to reach out to Nordine as we were not happy to be paying another €50 of parking costs. He informed me to meet him at his apartment which was at least a 40 min drive. When I got there, we waited another 40min for Nordine to come down. He was dressed in pyjamas and unfussed about the delay caused. He finally gave us the garage key and informed us we would get a refund.
c)	We asked Nordine for a baby cot for our 2-year-old and he informed us he had a folding mattress. This was promised to be delivered to us but never arrived. When we drove to Nordine’s apartment to meet him he informed us he had it in his apartment but then sent us a text that he didn’t have it. He didn’t even bother to come down and let us know in person or even to call to apologise, which was the minimal courtesy to do after so many failed promises.
d)	I mentioned on Airbnb and to Nordine and François the extremely difficult and unpleasant communication and delays that occurred. I mentioned the agreement of a reimbursement that had been made and also that the apartment was not clean fit to standard. I mentioned that we amassed over €50 of parking costs and