What a disaster!!!
I advise everyone to stay away from this host!
Evelyn cancelled our reservation when we were 20 minutes away from Edinburgh station on the evening of our check in. It was 9pm at night, raining and on the opening weekend of the fringe festival. I attempted to contact Evelyn but was given the number of a management service who told me that she would not speak to me and there was nothing they could do and I would get a refund in 3-5 days time (once my funds had cleared). I explained that more cost goes into a trip other than accommodation, train tickets, time off work, taxis etc. not to mention that we now had to find new accommodation in one of the busiest tourism times. When I asked if we would be compensated for any additional cost we would incur for finding new accommodation, I was scoffed at and told that it was not their problem. This was after I explained that I did not want to take advantage of the situation but it would be virtually impossible to organise somewhere new, for the same cost, at such short notice.
The only positive to come from the situation was the fantastic customer service I received from Airbnb. They pro-actively contacted me (about 10 minutes before I had reached Edinburgh station) and assisted me in quickly finding new accommodation. They also paid for the additional cost in securing the accommodation (something I had not expected but was extremely grateful for). The communication and follow up support was a true testament to the Airbnb platform. Thank you, Dulcie, for your great attitude and all that you did!