1star for the house, 1star because in the end (after mistakenly messaging me referring to me as “one of those guests”), they refunded some money.
I didn’t want money- the house was great. I wanted access details. You know- those things that even self-managed hosts are capable of. Let alone a “full service mgmt company”, that finally manage to supply access info at nearly 6pm on the day of arrival.
And then nil reply til the next day when u msg and call asking for sheets.
We use abnb LOTS (chek our feedback), this is THE WORST experience this year. Easily.
We very rarely comment negatively, we don’t like the vibe of complaining, we just usually say nothing and move on. But something has to change for these guys. In this instance, the “customer” was so far from the centre of their service I think they forgot why they have customers.
I’d be spewing if I owned Bachcare.
I’d be spewing if I owned this property. And I’m sorry Gail and Katarina, maybe you thought this would go away, maybe you thought some money back would fix your customer lip service. Maybe take this opportunity to actually change. Maybe USE the abnb platform, everyone else seems to be able to. Maybe LISTEN to your messages. Maybe REPLY in a timely manner. Maybe look inwards before alienating your customer.
I’ll be interested how you handle this feedback. A closed defensive “corporate” response will certainly confirm the negative vibe I experienced. I look forward to your response. If there is one.