Jane’s place is located in a good spot of the city, not so far from things and near to bus stops. The beds are not the best (you can feel the springs) but you can sleep kind of ok. All items work perfectly, although they look worn out, specially in the room.
I was very happy at Jane’s place until we had an issue. On our first morning, at 6:30 am, we realised that there was no hot water and heating. As soon as I noticed the problem I texted Alice. Given the time, I did not expect her to reply right away, although I’d some time pressure since I’d my graduation at 9:30 am. After an hour, and still understanding that it was quite early, I sent a message to the AIRBNB to check if they could help me. As a coincidence, the AIRBNB team and Alice replied at the same time around 7:40 am. Alice kept insisting that there was not a single problem in the house and that it was me not knowing how to use the central heating system (even though the boiler was marking an error). Still, she said that her contractor was going as soon as possible, she seemed concerned about my graduation, which is good.
However! She asked, in an angry tone, why have I contacted the AIRBNB team? That her reputation as going to be ruined. I explained my time concerns, and that I would vouch for her because she was acting quickly, still she kept insisting that I had done wrongs and damaged her and that it was not correct to contact the AIRBNB team (even if I’m getting a service through them). In the end the contractor arrived quite fast, but Jane never again replied to my messages. The contactor found out that the pipes of the house where frozen (something that had never happened me in 7 years I’ve been living in Scotland) and he had to do some technical work. Hence, it was not just knowing how to turn the central heating on.
This is an example of someone with a good-ish place (is not the most amazing one but is ok to sleep in) but with clearly ZERO training in customer service. I was in my right to contact Airbnb and she should not have become all hostile with me.
I would not stay at this place again because she showed to just care for the money and not to provide a good service.