I have had close to three dozen stays using Airbnb and this is by far the worst experience I have encountered.
When we arrived at the apartment it was immediately clear that the place had not been cleaned. The bathroom and shower was filthy.
We immediately contacted the host and received a canned, computer generated message that they would be looking into it and getting back to us with a resolution. They never did. We were forced to clean it ourselves
Early the next morning we also discovered that we had absolutely no hot water to bath in. None.
We immediately contacted the host again.
We received the same canned message that they would look into it and get back to us with a resolution. Again, we never received a reply.
The next morning we reached out again Wondering why they had not gotten back to us about the hot water issue. They said they had never received our request. I immediately forwarded them a screenshot of the request. After some time they got back to us and explained that the hot water heater was in a closet and asked us to send a photo of it to them.
When we open the closet we found there was a switch inside for the hot water heater and that it was turned off. We turned it on and the hot water did come eventually
Most concerning about the situation was not the cleanliness issue or the hot water issue. It was the communication from the host that was the biggest concern. We consistently received canned messaging regarding the problem and little to no assistance. This property appears to be managed by a company called Houst.
We sent a request for a refund. The owner agreed to refund the $65 cleaning fee. The Airbnb resolution center then got back to us and then promised us a $101 refund for the lack of hot water.
Ultimately we received $122 in refund. $44 short of what was promised. I am still working to get the remainder of the refund.
Lots of time and effort spent on this. Very frustrating.
I would not recommend this property due to the poor service and communication from the host