My husband and I planned to stay with Leanne for our ten year anniversary, but we were only able to stay for 5 hours and Leanne took $149 from us. We struggled with the key and there was no hot water. She was not understanding and took the cleaning fee and also the rate for the first night. Before we arrived, Leanne stated that we would be doing self check in, which was fine as I have done that for several other Airbnbs. I did ask if this had ever been an issue, as my husband and I would be traveling for 20+ hours and Leanne said they would be leaving the key at a restaurant up the street and she stated “no”. When we arrived to Palermo, we went to the restaurant where Leanne said the keys would be and the person working didn’t know anything about it. We walked to the Airbnb and tried to call Leanne. She didn’t initially answer, but then called back and said it should be there and to go back. We walked back, with all of our bags, and waited outside of a busy restaurant in the Sicily august heat for about 15 minutes. Leanne said that her husband would call the restaurant. When we were standing there, someone else who worked there came out and he seemed to know where there might be a key. We walked back to the Airbnb with the key and all our bags and then struggled with the front door. I called Leanne at this point to see if there was some kind of trick, as we were extremely exhausted and it was very hot. She seemed annoyed and just told me to keep trying. After my husband did something to make it work, we were able to open the front outside door. When we got to the door of the apartment, we also struggled with getting that open. We kept spinning the key and it didn’t seem to be working. I checked the instructions and it didn’t say anything special, so I again called Leanne. I felt annoyed with the process and she also seemed annoyed. She again just told me to keep spinning it. Eventually after spinning the key numerous times, something worked and we went inside. The place was actually quite nice and quiet and I was honestly happy to be there. My husband and I took a nap and when we woke up, we really needed to shower and to get some food, as we hadn’t eaten all day. I went to take a shower and the hot water was not working. I checked the bathroom sink and then also the kitchen sink and nothing. I contacted Leanne again about the issue and I spent about an hour trying to figure out the problem. Leanne and her husband both seemed annoyed and asked me to check all the faucets. They were out of town and so weren’t able to look at the issue themselves. We then had to check the water heater and check several things and they kept asking me for photos. It was not an easy fix and they said because of the holiday they would probably not be able to get a repair person for two days. I told them I really needed to shower and asked if we needed to find another place. They kept saying they have never had problems, which I understood, but they didn’t seem to understand that we needed to shower. They didn’t seem to believe us that it wasn’t working and became condescending through her texts. My husband and I decided to find another place to stay, as we both smelled after so much traveling and heat. This could have been the end of it. Leanne could have refunded our money and we could have found another place. No harm done to either. However, they would not provide a full refund. She called me the next day and said she was annoyed with us about the key and would leave it up to Airbnb and then said that he husband could have come to look at it the next day. Airbnb provided a refund for the two nights we didn’t stay, but Leanne refused a refund for the first night or for the cleaning fee. In her response to the request, she stated that she was annoyed we bothered her about the keys and that we were impatient. Of course we were impatient. It was hot and we hadn’t slept. She told me that her apartment is not a hotel and that they have never had any issues before. She did verify though that her daughter went there the next day and there was actually no hot water. Leanne essentially took our money and was able to according airbnbs policies because we took a nap there and then spent an hour and a half trying to fix her water heater and trying to find another place to stay. I have been to many different Airbnbs and I have never left a negative review. I understand that sometimes things are not perfect and things break. That’s fine. You tell the host what is happening and move on. If they can fix it in a reasonable amount of time, awesome. I can live with an uncomfortable beds, noise, smells, stuff that doesn’t seem exactly like the photos, most things really. However, having a hot shower after a long flight is one thing I really need. Being told it would probably be two days out of a three day stay in a humid, hot city just really isn’t good. Instead of just admitting there was an issue and just letting us go, Leanne made the choice to take our money and