We were travelling from Australia with our elderly folks at the tail end of Cyclone Debbie (which followed us to the North Island of NZ), and had issues that delayed our trip. We modified our booking in Airbnb, which accepted our changes and would have provided us with a part refund. However, the hostess rejected this change in our booking, stating that there was no change in price, and she was "unclear as to why the system allowed a change in booking (very bizarre and completely wrong)".
The information provided to find the accommodation was confusing. Instead of going "right to the end until you can go no further", we found that the parking for the car was before the unit. It was difficult to manoeuvre the car in the tight space provided.
The stairs into the unit were stable and easily managed by our elderly folks. The unit itself was spacious with spectacular views to the Bay of Islands. The beds were comfortable (and much appreciated after our exhaustive travels to get there! ). The township of Paihia was only a short drive away. A trip to Russell on the ferry is a must do, and the meals at "The Gables" were superb!!
During out stay we encountered internet problems, and were told it was due to the inclement weather (which wasn't a surprise). The drain grate in the shower was broken, and we were thankful that no one sustained an injury. There was also no coffee provided!!
We left feedback regarding these issues, and whilst we did get what seemed like a half-hearted apology, once again the hostess was "unclear" how these things had happened. The "previous guests must have taken the coffee", and the cleaner "either missed" these things, or "forgot to tell her".
Whilst our host was welcoming and personable, our hostess (whom we didn't meet) came across as intimidating, due to her terse approach to our various issues. Looking at past remarks from previous guests, any guest that provided constructive criticism were treated like whingers, and their issues were unfounded or inappropriate. We have also found this to be the case.
This was our first experience with Airbnb, and after our very first night we were concerned that this would set the tone for our holiday. Fortunately, we have stayed in some wonderful accommodation and would recommend Airbnb.