I do not like to leave bad reviews, but I think this is for the benefit of other guests planning to stay with The Jacksonheim, which apparently prides itself in the "Luxury city stay".
Last week I have had probably one of the most horrific travels and stay experience.
After completing my booking, and I was all set to stay with two children, I was contact the morning before my stay, while on the train to Manchester to be notified that there is issue with the plumbing and should my apartment not be ready in time, we will be moved to different one in the building.
After having not heard and approaching our arrival in Manchester, I contacted the team again (Alfredo was extremely polite), I was told I will be contacted back shortly.
Once in Manchester, I went to the address to wait for my check in and explained that I needed access to the property as I had a 3pm call with work. At this point Alfredo explained that the issue was not plumbing but rather electrical and the whole building had no hot water. This is obviously unacceptable.
I was told there is another building/accommodation I could go to, which after checking I realised it was a 21 mins walk. We had to take an uber and of course had to take my work call in the taxi.
Once we arrived at the new property, the cleaners were still there, and the place was far from being ready.
At this stage, I received a call from the manager Nathan Kohn, who was incredibly patronising, did not offer a solution and in fact said you have two options:
- Full refund and leave the premises
- 30% refund and stay at the property
Essentially take it or leave it.
At this stage, I had no options, in a new city with kids and bear in mind I was only there for 24hours. In fact less than that, we checked out at 9:30 the following day.
Once I returned from Manchester, a refund was processed only for the accommodation, not the full amount paid.
My wife and I have stayed in a number of Airbnb properties, have always had an amazing experience, never raised any issues and in fact left a number of good reviews.
This experience was horrific to say the least, I was left with a very sour taste in my mouth and find the behaviour of the manager completely unacceptable.
The accommodation is not what we paid for, even though they claim it is of better standing, it did not feel like it to us, and more importantly we pick it because of the location, and this was a completely different location.
Once the matter was raised with Airbnb, they advised since the issue has been raised after 72 hours with their team (although I was in touch with The Jacksonheim over the weekend through the Airbnb app) they cannot assist and it has to be to the discretion of the host, who of course declined to rectify their mistake.
A very poor experience and even worst customer service.