This was the worst airbnb experience that I have had by far. This happened because of both Pilar and moreover the airbnb staff who does not grasp the concept of customer care.

With Pilar I have only two complaints:

1. She miss-represented when booking, advising that there is heating in the apartment. There were indeed heaters in the apartment, but the electrical network capacity was limited by Pilar so that only two could be used at once and only at minimum capacity.

It would not have been a problem but I was traveling with my two year old daughter, for whom I needed a warm environment. Pilar, using another blanket doesn't make the house warm.

For the next guest please specify that there is NO HEATING in the apartment. The heating is provided by the blankets offered. Also the access to ELECTRICITY IS LIMITED by Pilar in an effort to save cost on the back of the guests.

Next time when asked please be open and say that this is what the apartment offers. This way the expectations are set correctly and the decision is with your guest regarding booking.

2. In the last day, we forgot one of the front-door keys on the inside, locking ourselves out of the apartment. Pilar's husband was very kind and came over to assist us, bringing a locksmith.... At a cost of 420eur. 200eur for the work (1 hour of work, including transport) and 220eur for the lock. (wonder why is everybody saying that there is a crisis in Spain...?).

Obviously she tried to bill that trough Airbnb, and here the airbnb adventure started.

The airbnb employee in charge of the case, simply awarded the amount to Pilar, trying to bill me. After being unsuccessful, the same employee comes back two days later, bills only 150eur (security deposit) and has the nerve to say that the difference will be payed by airbnb "as courtesy". Needless to say that the same employee, in the heating issue flagged at the begging of our stay, "was sorry that I needed to have the house warm for my daugther"...

Only managed to get an acknowledgement on the inappropriate actions in the process, and an apology from the airbnb office in Spain, after a number of emails and two phone calls to the US call-center.

This was the more disappointing part. I can understand Pilar's actions, reflective of her focus on making money. It is not excusable but I can see why she is doing it. What I cannot understand is the airbnb customer care...