The views and location of this property are incredible. Location is given by Llançà which is a small paradise in Costa Brava and the house has beautiful views as the pictures show. Given the above, I have rated low score this experience with the host (first time since I joined Airbnb)
The host is a super host, but shouldn´t be one. When I book properties I usually look for superhosts as I expect, not only to minimise the risk of cancellation but also to have extraordinary service and attention to the customer.
Jacques did not deliver a great customer service experience to us when problems arrived at the property. One, he either did not check we were OK with the solution provided with a broken umbrella for the outdoor garden area, and/or if we needed anything else - he offered us to go and buy one and send the bill to him. Two, he did not communicate with me at the check out the issues found with cleaning and assumed we were wrong, or telling lies, etc.
The biggest issue came with the check out experience, as our experience after leaving the apartment and still in holidays mood was horrible, after having spent 9 days in the property and enjoying our time in Llançà.
Long story short, we decided to not pay Jacques the 60€ cash cleaning fee to be paid outside the platform upon arrival. Instead, we made own arrangements for the house to be cleaned as we found it. At the checkout, his cleaner checked the property and complain about minor issues exaggerating what she considered not to be cleaned. We were dealing with a medical emergency at the same time the house was being cleaned during 4 hours, - I told Jacques during the morning I had to take our friend to hospital for emergency whilst the house was being cleaned - and instead of receiving a call from Jacques to communicate the issues found asking questions, etc. I received a claim asking for another 60€ to be paid, this time from my credit card.
As Jacques is a superhost I would have expected more empathy, more communication, and better manners in how he treated us as customers at the end of our stay. Not only he heard one side of the story only, and never reached us, but after he knew we had to deal with a medical emergency whilst the house was being cleaned, he did not even check with us.
Jacques assumed we left the space not cleaned to a decent standard without checking and all his messages were judging. I found we left the place better cleaned than we found it. Maybe his cleaner had a bad day or she was pissed off for having to visit the site and not getting paid for it? Lesson learnt for us; always take pictures, when you arrive at the property and when you leave the property.
I do not recommend Jacques as a host. Communication prior to check is good, but should you have an issue or a problem, unless he takes in the feedback, you will not see your issue solved, and you will not be looked after, appreciated and valued as a customer.