**A TRULY DREADFUL EXPERIENCE****
1) No Keys on arrival
2) No keys again at midnight to gain access to apartment
3) Host refused to answer phone calls.
4) Host/Co-host did not arrive at any of the times she stated ie we were initially advised that she would arrive within 30 minutes, then a further 10 minutes..., then another 10 minutes, then a further 5 minutes
5) Had to make alternative arrangements to stay somewhere as did not know if Host/co-host was actually going to arrive
6) Left in pouring rain from midnight until 1.57 am and clothes totally soaked through
6) Co-host promised full refund on phone and also when locking apartment after group left but Host refused to honour this.
7) £45 taxi fare
8) Host did not believe that our group did not stay at apartment so asked for proof that we didn’t stay there so had to provide a copy of taxi journey from apartment to where we actually stayed!
On arrival at about 1.30 pm there were no keys and thought the cleaners must be in the apartment and knocked on the door to find the previous guest still in the property who seemed unaware of our groups arrival but stated he was getting ready to leave. Once entered other guest still there when left the property for the day. After this I was in contact with host via Airbnb to ensure keys would be left as knew would not be back until late evening/night.
Arrived back close to midnight and still no keys to apartment. It was pouring with rain and rang host on number provided & he Cancelled calls 7 times!!!
Contacted Airbnb who contacted host who advised someone would be at at apartment within 30 minutes.
Messages started arriving from host’s representative who advised would take 30 minutes to reach apartment - no one arrived, rang again and representative advised would be another 10 minutes, this happened on a further 3 occasions. As did not know if anyone would arrive, alternative arrangements put in place & Representative advised on phone if not happy that could get bags and receive full refund.
This was again agreed to when representative locked door after bags retrieved.
A copy of all messages were forwarded to Host and Airbnb.
Airbnb were amazing, initially advising on the phone how to proceed, than refunded one nights stay and then the remainder due to circumstances and detailed messages. Amazing service and extreme gratitude to Airbnb