Most disappointing stay at an Airbnb. Host acted in bad faith.
We were informed at check in that the air conditioning broke 3 days earlier. This was unfortunate—and in bad faith—because we could have cancelled & been fully refunded up to 24 hours prior, which we would have done because temperature highs were over 95 degrees (35 C) during our two night stay. This was dangerous heat.
We were told that the a/c unit would be replaced the next day. While a new unit was mounted the next afternoon, it was never set up or completed, so for two nights we lay in the sweltering heat.
(The shower hose was also busted. This too was supposed to be fixed during our stay but it was not even looked at. I’ll also mention the shower does not drain.)
Most upsetting — and the main driver behind this review — was that neither the host nor the housing manager responded to any messages or calls for over a day. Not on the app, not by text. We heard no reply until the next day when we were checking out. We feel they acted in bad faith by not informing us of the broken a/c unit days earlier, and then acted inconsiderately & negligently in their unresponsiveness later.
We were told upon check-in that we would be refunded for our first night stay due to the broken a/c. When we filed our request for reimbursement, the host said he would not give us the full nights refund because we had chosen to stay there, despite the fact that we were not told until check-in that the a/c was broken (in the middle of summer when Florence is typically fully booked every night). The host did offer us a $50 refund for our $200 reservation but has refused to respond to further requests.
Firenze is a beautiful city, and the apartment has fantastic views of the terra cotta roofs and the world famous Duomo. Unfortunately this was nearly impossible to enjoy. Would never stay here again