We have operate a legitimate BnB in the USA for 25 years, and several years ago joined Ari BnB. We have been superhosts for several years and have had thousands of guests on our ranch in Vermont. I am a Sr citizen and my wife is also approaching that time of life/ After drive for Vermont to Boston Mass, then traveling and flying for over 19hrs, taking a shuttle from one airport to another an hour away, we arrived in a strange city in a strange land at night , exhausted and honestly a little apprehensive, we attempted to book this unit from the airport after a failure to book another air Bnb. locations. The air BnB system told us there "was trouble with our booking." so we're not even sure that the booking had even gone through.
We were asked for photos of our passports by the host, even though we were already vetted by Air BnB. That should not be necessary. It held up the progress of the booking and in the ensuing confusion delayed us further.
We never got there because our Japanese guide /taxi driver could not find the location.
We immediately attempted to cancel and returned to airport. We made the reservation. encountered difficulty, and were finally confirmed and attempted immediate cancellation within hour of booking confirmation The host could have graciously refunded, and rebooked if the place was in such demand, but instead we wren stuck with it, and we had already returned to the airport. Additionally we were charged cleaning fees - what for? were were never their to make it dirty. - we were never there and we were charged the full rate.
Having several decades in the hospitality business we realize things do come up with guests, and we have to be flexible. . . We encountered a huge amount of difficulty making this booking. And the host should have accepted our cancellation and graciously refunded us. Especially since the whole event transpired within hours....
The location was supposed to be 7km for the airport. The taxi cost us over $90 dollars so I am not sure how accurate that listing is. Additionally Air BnB should be honest and upright and not allow extra "hidden" cleaning or other fees tacked on when we shop for the upfront cost of a room, and they should have refunded the room on multiple grounds including not being able to find it, and immediately cancelled and cancelled payment to the host. We were contacted back by Air BnB after the initial call to them at about 10 pm, we are finally contacted at back 3 am in the morning, saying the host was holding the room and we we're to go back to a spot we could not find in the first place. . . .That is BAD business. and certainly not looking to fo the customer.
Payment was not scheduled to go out until the next day anyway!!! International locations should have a symbol that is posted, easily found and recognizable by guests not fluent in the local language. If there is trouble with the system or booking on it, there should be some. protocol to alleviate guest trauma and stress. Remember . the customer is alway right.
I give this place and Air BnB a solid 10 thumbs down.