My experience is regarding the bad communication I had with the host. After booking the place, I tried to contact the owner several times, by the platform and by phone but didn't have any reply. So I needed to contact the help centre of Airbnb to resolve the issue.
We spoke with Airbnb so Caro doesn’t get penalized, but I guess that was not enough for her. As she only got in contact with me after the booking was cancelled and before.
I believe in common sense that Caro understands the situation that my parents with their 70 age old was impossible to them to go up 6 floors. I don’t think that anyone would be happy seeing that harmful situation, especially when one of them is disabled.
But it seems that Caro didn't care that much, and was just wanting to get money by not replying to our messages.
I rather not have this situation for any part, but as it happen I was always open to dialogue and try to help, so Caro can also be able to rent the whole night of her flat, from the first moment we tried to contact her so we can fix the issue.
We called her so many times, and even message her. But she was unavailable every moment to speak with me or with the people from the platform for 2 whole days. I would not recommend to anyone rent a place where the owner only cares about receiving money and is never available to reply.