Worst Airbnb experience ever. Accommodation was AirShack (Apartment D), 25 Ladybarn Rd, Fallowfield, Manchester UK.
Room not ready (inc. bed made up or apartment clean) and power off (took us 15 min to find mains to turn it back on) on day of arrival 1 June 2022.
When I contacted the Host, "Alison" she told me to contact her 'assistant' who would organise a cleaner to come in and 'fix things'. Kudos to the cleaner, she was prompt and re-made the bed, cleaned the place (including the defrosted bag of ice that had flooded the fridge) and explained that the mess was due to contractors having been through earlier in the day to "fix a water leak from the ceiling, due to upstairs guests".
Fair enough I thought - miscommunication between the contractors finishing (and leaving a mess) and the cleaners (who should have come back in again).
Quiet few days after that, with nice Manchester weather..... until the night of 7 June, when it rained all night.
I was woken at 01:00 by the sound of water falling onto my husband's suitcase, on the bedroom floor. Given the time, and the smallness of the leak, I moved the case, put a saucepan under the drip, with a towel in it to dampen the noise, and tried to go back to sleep.
Over the next 30 min another 4 leaks developed, including one coming through the central light fitting and saturating my side of the duvet and queen size mattress. At that point I called and texted "Alison's Assistant (handyman)" multiple times on the number she'd emailed me, with no response until my final call at 06:00.
By then we were on our way to the airport, and all he was interested in was that there was no one at the apartment.
I messaged Alison to tell her what had happened and ask for a refund for our literally sleepless night. I have NEVER HAD A RESPONSE from her, to the time of writing this feedback.
I escalated it to the Resolution Centre of Airbnb and the next thing I see is the issue is Resolved..... without any communication to me. What bullshit.
It is NOT resolved to the satisfaction of this consumer.
I asked for a refund to acknowledge the stress, extreme discomfort and safety breach we experienced, and not only did we not get it, we did not get ANY communication from "Alison", not even a simple apology.
This entire experience has made me very wary of using Airbnb again and I certainly recommend highly that you steer well clear of staying at any AirShack premises.
They will take your money and not give a damn about the quality of your stay,