Julie was responsive until we made the booking. By the time we arrived, all the calls were going to voicemail. It was -6 degrees in London and we had a 6YO along with us. The cab driver stayed with us patiently until she asked someone to open the door from inside (instructions mentioned keypad based self check in with no numbers mentioned).
While booking, Julie asked for 100 GBP extra for heating and kitchen which we said would not be possible for us. Hence, she said she would waive it off and keep the place “nice and warm” for us.
When we reached, the place was chilled and we kept calling her with no response for over 30 mins. It was downright scary as the room was dark, with loose doors and no heating whatsoever. After receiving no response from her, we were forced to reach out to Airbnb for cancellation.
Her staff were livid and asked us to vacate immediately (fair to them) but cruel on humanitarian grounds as we needed just 5 mins until we could get our 6 YO in a cab.