The flat itself was a great stay - good location, comfortable, everything we expected it to be.
However, on the day of check-in, we had some major issues.
(long story short, we were not sent check in instructions until 11:51 pm and were neither granted a refund for that first night, nor received any form of apology)
The host messaged me in the morning asking what time we would arrive. I told them between 3-3:30 pm (check-in started at 3) and that I would let them know a more specific time as we were leaving the airport. I messaged them letting them know we were on our way. By the time we arrived, (slightly after 3pm) they had not responded. We had friends in the same area so I told them that we could wait there for check-in (thinking it would be within the hour).
I messaged again at 4:45 pm, asking when they would be able to check us in. They never responded to this either. After a total of three messages through the Airbnb portal, we hadn’t heard anything from them. By 9pm, we decided to book a hotel, because clearly we needed a place to sleep.
I finally received a message from the host at 11:51pm giving me instructions to enter the flat, which I did not see until the next morning.
After messaging with them a bit the following day, they said that they had been messaging me on Whatsapp the instructions (I never gave them a number directly, so must have been the one linked to my account, which is an old number).
I understand that this makes this difficult on their part, but what I don’t understand is that they never once messaged me to confirm my number after I hadn’t responded, especially when I had messaged them THREE separate times on the Airbnb page asking for check-in instructions.
We requested a refund for the night and they did not grant it, even when going through Airbnb support, I think because their check-in is ‘technically’ open until 00:00(midnight), so technically they gave us the instructions on time.
I did not appreciate the lack of understanding and compassion. They never ONCE said they were sorry for the delay, confusion, complications, which is the least they could have done.
This stay is not worth the possible trouble they could put you through.