As a longtime AirBnB user, this is my first time posting a review because I think it is important to share my disappointing experience.
To start, it is a nice, spacious unit in a central location. Our check-in process was smooth and we were excited upon arrival.
On the first morning of our stay (of our 4 day-trip), the hot water heater broke. I understand this is completely unexpected and out of the control of the host. However, the real issue is that the host was not attentive to this issue, which resulted in my family not having hot water for the remaining three days of our stay (meaning ice cold showers and inability to wash hands and dishes properly, which was particularly bothersome due to current covid context).
It took over 24 hours for the host to send someone to look at the water heater, there was no follow up on the issue, and I repeatedly had to reach out to André to get information. It wasn’t until I got Airbnb Support involved that I finally got a clear answer from the host — this issue would not be resolved before the end of our stay. At this point we were three days into the stay, so it did not make sense to move.
Lastly, the host was unwilling to offer any kind of compensation for this issue. Luckily, AirBnB support was attentive and provided some compensation per their guidelines. They also suggested and encouraged that the host can provide corrective action for our poor experience, which he then refused to do.
If the host had communicated with us better and been more accountable for this issue, I would be understanding and we could have found an alternate place to stay after the first night. Instead, the issue dragged on and we were left in limbo throughout the majority of our stay. Because of the poor communication, this was a very disappointing experience and I cannot recommend this place or host to other guests.