We are unanimous – this is by far the worst Airbnb experience we’ve had. We are four individuals who have never rated lower than 4 stars in our numerous individual Airbnb reviews.
The main issue is the appalling lack of customer care.
Less than 30 minutes into our proposed 3 day stay here, there was no heating, no fridge and no lights in the bathroom, hallway, staircase and downstairs bedrooms. We located the offending switch in the fuse box but it obstinately refused to reset. We made sure that all appliances were switched off and tried again. To no avail. At this point I phoned the support team. They had no authority to do anything and would contact the owner.
Six phone calls, three and a half hours later and still no electricity, I was given the owners phone number and asked to phone him directly. I explained the situation, emphasizing that we couldn’t stay in a house with no electricity, that his support team had not once made good their promises to phone back with an update 15 minutes later, that it was frustrating to never speak to the same person and to be made to listen to the same patronizing suggestions to switch off appliances each time. He then launched into an anecdote about the washing machine once having caused the electricity to fuse and then the same patronizing suggestions. By this time it was 6.45 pm and we were standing in a cold, dark house with no idea where we were going to spend the night. The owner finally asked if I wanted alternative accommodation and, when I answered yes, hung up without another word.
We were left to find that accommodation ourselves and, at the moment of writing this (a full 4 days and many phone calls/ emails later), I have still not been fully reimbursed