I never made it to this stay because I had an emergency, but I was trying to move it one day over, and I really am appalled by how terrible communication was. When I did get a hold of them they were really rude! It may look like a beautiful space, but if customer service treats booked guests terribly, that personally for me is not worth the stay.
To begin when you book, they send an automated message in the chat, and mention M-F they will respond within 24 hours. I had sent one in the week asking if I could check-in earlier, and when I checked the chat in Airbnb again, it 48 hours passed and no response. I never got a response, and let that go. Then comes Saturday, when I was supposed to check-in, that morning before the check-in I had an emergency, was in another city, and requested on Airbnb to change my reservation to the next day. As Airbnb policy, the host needs to accept. I found the hotel's number and ask if they can change it, but instead was met with rudeness. Instead of trying to solve the problem together, it was more dismissive and saying that their policy is that the third party is responsible for any changes (meaning if you make a reservation through Airbnb, know that if you want to make any changes prior to the booking, it won't be possible!)
I contact Airbnb support, and they are wonderful trying to work with me on resolving this. Airbnb support emailed the host (aka the hotel) and said Airbnb would contact me when they hear from them. An hour later, I actually got a phone call from the hotel and they asked how they could help me, but it soon came off really rude. I asked if they received an email from Airbnb. They said no, but Airbnb had confirmed, when I first inquired earlier, they had. The woman I was talking to from the hotel was so dismissive and it baffled me. She said I'm calling because you were calling me for an hour (clarity, I called an hour ago, not for an hour, to try and talk with someone). She then goes on to talk over me when I'm trying to explain what Airbnb said, and continuously dismiss what I'm saying. I ask for her name "Vectna" something like that (I believe it started with a V), and she said I have other people to check-in and ended the call.
It was a terrible experience, and I only hope that they improve their communication and customer service moving forward. This was the opposite of hospitality.
My suggestion for this place is to have someone regularly responding in the Airbnb chat, because what was said in the automated message was not accurately fulfilled. It made it very difficult to reach them, and when I did reach them, they were extremely rude.
Airbnb support, however, was wonderful in trying to work with me on this, and while I forfeited my payment for the stay, Airbnb support showed great customer service. Thank you.