Normally I would completely refrain from making any sort of negative commentary, but my experience here was so bad, I will just let the report I sent to Airbnb support speak for itself:
“I am requesting a full refund, as the service provided did
not nearly meet my expectations.All my messages prior to me CALLING to say I was arriving in ten minutes were entirely ignored. I was asked to check into a third party site only through automated messages,
therefore entirely ignoring any inquiry I may have had. The check in was supposedly to let them to know when to greet me, and said would contain house manuals and
check-in instructions after giving my personal info, but
there was nothing of the sort. In fact, I am quite sure they
had no idea they were supposed to greet me at all if I
hadn't felt uncomfortable by the lack of human
communication on their end and decided to reach out.
As we arrive, someone from the company (actually quite
polite) gave us the keys and left without any further
instructions. Upon opening the door there was already
advertisement paper just left on the floor. We had no idea how to operate anything in the house, and since it wasn't specified that it was a studio apartment and not a one bedroom, and that the only bed was installed into the couch furniture, we had to figure it out on our own. Any call or message we made was met with unhelpful and vague commentary, on top of being asked who I was despite speaking with the same person every single time. We had to scour around the house for pillows and towels (dirty, we had to wash one ourselves in the washer to be able to have towels for the both of us) after setting up the furniture ourselves, and we could not work the sink in the kitchen at all.
The worst, however, is the AC. The unit advertises air conditioning, but no matter how low we would set it the room was actually boiling at all times. The remote for the AC and all the thermostat equipment were absolutely useless, making it very hard for somebody with health related heat intolerance such as my partner. I put my best foot forward and tried to interact with them to solve the issue, but all I would receive are messages clearly taken out of a copy/paste format their corporation must have.
Later on, we also realized that the paper that was not picked up off the floor was actually stuck to the floor by tape, and was used to cover either the sensor above the door or the peephole on the door, probably by a previous tenant. Seeing such a thing made us feel extremely unsafe. This issue persisted up until 4 hours after our check-in, and in order to keep my partner safe and comfortable, we ended up having to find an emergency airbnb to book.
I have never had such bad service in all the places l've stayed, and to be honest usually I refrain from making any negative commentary and try to work things out with the hosts... but this time it got too much immediately and I wish to have a full refund.”
Let’s just say I’m glad airbnb came through for me and we were able to book an emergency place that same night with a kind and attentive host that actually engaged with us. Worst airbnb experience so far and a good lesson not to rely on corporations, instead of hosts involved in the hospitality process.