(Be prepared for a long review.)
Lourdes was very friendly during my stay. Communication and therefore also the check in were bad. I had no mobile internet and informed Lourdes about that in advance. I was supposed to check in at 2pm as indicated in the confirmation. After 1 p.m. someone from airbnb called me to ask for check in before 2 p.m. or after 3 p.m. I agreed to check in until 2, went to get my backbag and run trough the city to be there on time. 10 minutes before 2 I reached the place. Exactly in that moment another person from airbnb called me that I was supposed to check in before 1:30. Therefore I had to wait outside for more than one hour. Maybe a miscommunication between airbnb and Lourdes, but still not very professional tough.
On the other hand before my booking I asked about the heating situation in the room. She confirmed that if I wouldn’t be comfortable, I could check out after one night. Unfortunately it was just too cold and I decided to check out. I tried to call Lourdes but couldn’t contact her before check out. I did the cancellation where it showed a much higher price than for one night (50% for the next night were also charged). I told her about that i an audio message.
After 8 hours she answered that she just came home and now will check it and get back to me. She didn’t contact me again that day. I decided to contact airbnb to be on the safe side. The next day I received a few voice messages from Lourdes. She was obviously nervous about the situation, feeling I thought she wants to cheat me. Which was absolutely not the case. I just felt things are not being solved on time. Her audios were full of prices, fees, whatever. I didn’t get the point (3min of audio).
I explained the situation and mentioned also the check in. Then she said that she was not having access to the airbnb account, it’s someone else (?) . And also that the check in was my fault for not having mobile internet and that I shouldn’t expect hotel service. I paid about 110 Euro for this one night. I think expenses should be included in the price and they're nothing a host should safe money with. If not able to offer a warm room in november, then at least delete "heating" from the convenience list. I am sure the room is nice in summer, the location is also very good.
Anyway. This is the longest review I have ever wrote and also the first negative one. The issue with the cost-refund was perfectly solved. So everything fine for me. I just think this whole thing was not professional.