I’ve not had a bad Airbnb experience till this one. WARNING! The key to this building is far away from the building at a train station. At an entirely different neighborhood many subway stops away. NO KEY AT BUILDING. This is totally inefficient and surprising. NO PERSONAL TOUCH.
The description by the host wasn’t clear enough. I found this out at the building at 9:30pm after a long day of travel and meetings, with all my bags in very hot weather. Said the key was at the central station on the first floor. As this is a big apartment complex with a very large courtyard I thought the language translation was to be interpreted as central office on the ground floor. It was not explicitly Milano Centrale Train Station. Having been to Milan more than 5 times and familiar with the city being explicit and accurate helps.
Regardless. I would have 100% NEVER booked an Airbnb that had a key off premises. This was not the standard and personal touch I expect from Airbnb. I reached out to the host 3 times that evening with no response. Also reached out to Airbnb help center with no response. I’m invested in Airbnb stock and believed in the company but the full lack of responsiveness shook my confidence. At 11pm I booked a hotel and never received a refund or a response. Not even a response the next day. Really surprised by this whole experience (can’t comment on the apartment as I never was able to enter it)