I am shocked by Isabel’s behavior and Airbnb’s response. Isabel sent a message day of stating the address to get the keys and the address of the apartment with no other information. I had to walk around Madrid trying to find internet and it turned out she was at her workplace next door to the address she gave me with the key. She barely apologized for this.
When we got to the apartment, it was clear she lived there (her laundry, food, soap was sitting out), then, there was so running water! I typically see this as a pretty basic necessity and called her asking what was going on. She kept telling me it’s not her fault, it’s a neighborhood problem and I would find the problem anywhere. I called hotels in the area, they all had water and she said if we wanted to leave, she would give us our money back so we did leave. Now she’s refusing to refund me, Airbnb is not being helpful and I’m left having to deal with her lying about what happened when I have all the evidence backing my story.