I booked my stay based on the stellar reviews I saw and that he was a superhost. I am sad to say that the service fell way short of what I expected as a paying guest.
Firstly, as a paying guest, I have an expectation of the host being available to me when I need them, and if my schedule inconveniences them, that is why there is a payment; for their service as a host in their home. The provision of room and board is a service. Hotels allow for a late check in and they don't make the guest feel like it's a problem. Mike made me feel like I was a problem even before I checked in!
I will explain why so anyone considering a stay with Mike will know what to expect. I hope that I am the exception and that his attitude towards others is kinder and more understanding.
I was visiting from the United States. My mum is gravely ill and was on dialysis on the day of the check in. Unfortunately, she had a cardiac episode that day that meant she could not be left alone in the event her pressure drops and she arrests. I called the host using my friend's phone who was booked and explained the situation, apologised profusely and asked for a later check in. Instead of empathy and understanding, I got an earful on how he expected me to keep the time and that I ought to have called earlier and let him know. I was shocked at the lack of compassion. I have PAID for the room and for the host's service. He told me that the "problem wasn't my mother, but the fact that I asked for a time and didn't keep to it".
However, my mum was in serious health problems on the day and her needs meant having to delay check in by 90 mins.
So, in short, what Mike said to me was: I pay for the room and service but the guest cannot inconvenience him or his schedule if they require a later check in. The last time I checked, being in hospitality meant that the payment is for the room, board and the host's service which includes accommodating a reasonable change. My mum's health needs are hardly trivial and my request was hardly unreasonable.
Then, we got lost trying to find the place. I asked my friend to call while I looked at the map and instructions. His response to my friend was so rude. He asked who was calling and why we were asking for directions and that she ought to have introduced herself. Erm, we used the phone to call earlier on, we are booked guests trying to find his place at the time we were supposed to arrive and we also messaged him from the phone we are on our way. I don't know what his problem was, but to say that he was unhelpful is an understatement. He said he had given us instructions and that we ought to be able to find it. We didn't get much help and on a cold night just off a 13 hour transatlantic flight with little sleep, I would have appreciated some kindness. A little help and reassurance would have worked nicely. None was forthcoming.
Then, we had the 24 rules of the house we had to adhere to. I expect rules to be given prior to booking, not at check in. Knowing this would have determined my decision to book elsewhere. I want to stay somewhere which allows me to bring a guest for a chat or dinner if I want to without having to clear my social calendar with the host. It's ridiculous. The rules should be posted on the listing so people are aware of what they are booking and accepting.
I asked him to accommodate me and my friend for another night after Paris. He did it. We decided to extend our trip to Paris and informed him and he was angry that he was doing us a favour by blocking that date because he does not do 1 nights and that we changed our minds. He never asked us to pay upfront, he set the terms and conditions and the exchange was not via Airbnb but private. I felt pressured and it was uncomfortable. In his message regarding this issue, he specifically stated: "no cash, no keys". Those were the terms.
However, even if we did not extend our stay, we would have declined to stay here again. My friend was so uncomfortable, she hardly slept and we could not wait to leave.
I am a diabetic and I had asked for eggs for breakfast. He agreed and said that was no issue. When I cooked the eggs, he came to the kitchen and said "oh, you cooked my eggs!" I was angry but said nothing. I was specific in this request and he acted like I ate his food.
I have stayed in a lot of Airbnb places in Europe and in the U.S. and I have always had excellent service. This one however was awful in terms of hospitality and friendliness. An expectation of common courtesy, understanding and compassion would have gone a long way with me.
I pay for a service. I pay for the room and the host's time. If I am made to feel I am an imposition, I am not going to provide them my return custom. I would have been a repeat customer because I travel to London quite a bit to visit my ailing mum, but his attitude has ensured I give my custom elsewhere.
I have never ever had anyone get irate at rescheduling a check in and then going into a lesson in manners. I guess there is always a first but it's definitely the last! Maybe it was the fact that he was sick and down with the flu, but that hardly excuses his behaviour.