Absolutely horrific!
Really clear communication when I made the booking.
I didn’t arrive until 22:15 on the Friday night as had to travel from far away. After a long drive I arrived with my partner and 8 month old baby to find that the flat had not been cleaned. I was genuinely worried at first that someone else was in the property, it was shocking!!! I tried to contact someone for help but the lettings agency aren’t available after 22:00 and there’s no emergency contact so we had to find somewhere else to stay late at night with a baby which cost us hundreds 🤦‍♀️. This really affected the weekend as our reasons for booking an air bnb over a hotel was so that we would have all the facilities to take care of our baby e.g. microwave for sterilising/cooker etc.
I was told on the Saturday that no one could deal with the issue until Monday. Monday I had to contact the lettings agency again as no one attempted to contact me, no one would speak with me on the phone. I received a message to say I would get a refund for the full amount, I was pleased with this until I checked my account 2 days later to find I’d been refunded a partial amount with no explanation. I then contacted them again, once again no one would discuss this with me on the phone and then I received a brief message to say that’s all they were able to refund me and that If I wanted the rest I had to contact air bnb support.
Air bnb support were more helpful even though they initially told me they were unable to refund me the rest because of booking charges - even though I didn’t stay there as it was unclean and actually felt unsafe. I did receive a full refund eventually but the process was very stressful.
Please be warned! Terrible communication from this host, terrible conditions and absolutely no care when dealing with the situation.