Mixed feelings about my stay here. Overall, the place is nice, clean, and the hosts are kind, but there were issues that weren't managed well, which made the situation more frustrating and difficult than it needed to be.
My reservation was for 5 nights, I stayed for 3 nights. The apartment is nice, the washroom next to the bed is very small and bare bones and not shown in the photos. There was a daily cleaning by a very kind lady. No air conditioning but there's a fan, which I knew about already, so not a big problem. Also, Carolina & Jessica and their whole team are very pleasant and friendly. I truly appreciated that!
All was well until the second final night when a burst pipe resulted in water being shut down. I fully understand this was not the host's fault, however, the way they managed this left me disappointed.
First, and most importantly, they didn't bother to communicate to let me know. I got back late night to discover there was no water, only to message the host and hear back from them at midnight that there will be no water and no guarantees when it will be fixed. At this point in the night, all the stores and restaurants were closed, so I couldn't even go to the nearest supermarket to pick up bottled water, or check into another place. No water to drink, wash, flush, or take medicine all night and morning, which was concerning and impactful to my health. I couldn't sleep at all, feeling both sweaty/sticky and sick that night and next day. My minimum expectation in this situation is just to let me know as soon once they knew of the issue. They did offer to let me visit their other apartment next day to access the "common washroom" shared by other tenants, but for the night it was way too late. It was a rough night and could have been MUCH better if they let me know earlier so I could prepare. The next morning, there was still no water until around past noon, and there were a handful of men coming in and out of the apartment all morning trying to fix the issue.
Second, we agreed that I would check out early and agreed on a refund for the last 2 nights. The host mentioned in person she would be accepting the refund request when I left, but no response for 2 days despite me following up frequently. I did heard back 2 days later when the host explained that they were now ready to approve the refund, but that they can't seem to do so on the app anymore, which isn't their fault, but I don't understand why it took 2 days for them to be ready to click approve. Finally, they said I needed to deduct 4 euros from the refund as it was what Airbnb would charge them for tax, which the host didn't want to cover so wants me to... 4 euros! I was disappointed - even after the refund for the 2 nights, I'm still paying for 3 nights out of 5 nights so they still made money. To ask for 4 euros after the experience I had, and knowing I had to pay extra to find another accommodation last minute, wasn't well received.
They settled the refund after deducting the 4 euros.