This was a complete waste of time and money. We booked this flat for us 2 adults and 3 children for 2 nights. The plan agreed with the host for check in at 6pm. Unfortunately we had a car breakdown in the way and were thinking to cancel the entire booking but luckily the breakdown recovery managed to put us on the road again and contacted the host to let her know that due to the unexpected event our arrival time will be between 10 and 11pm now. The host was very unfriendly and unhelpful and she refused to accommodate us and asked me to cancel the booking all together. I tried to explain to her that it has been very difficult day for us and we have been on the road all day with 3 kids and it will be very difficult to get another accommodation sorted on the same day. I also requested her to text me the check in instructions and that she doesn’t have to be there if it’s too late for her, but she insisted that she won’t accommodate us and kept on asking me to cancel the booking. I tried to contact the customer service and explained things to them and also requested if we could check in on next day for one night as we booked the flat for 2 nights but she still refused to accommodate us and refused to refund any money back. To me this is unfair as we ended up paying her the money and she didn’t accommodate us at all and didn’t refund us any money bearing in mind that it was unexpected breakdown with 3 kids on the road for the whole day
I hope the customer service is gonna sort this out for me otherwise I will be taking this further and take a legal action