This is the first negative experience I’ve ever had in my many many years of using Airbnb.
(tl;dr) Overall a very disappointing experience with this host not acknowledging any responsibility of their inaccurate listing details, and not being willing to work with us on cancellation fee given the situation -- we had just driven in 7 hours, walked in to unbearable temperature, with no AC available as listed, and my wife is pregnant. (/tl;dr)
Full details on the experience:
(1) Arrived at the property at around 9pm, smooth check-in, responsive comms from the host thus far.
(2) When we got inside, it felt about 10 degrees hotter inside than outside (during the most recent SoCal heat wave, about 90 degrees). All the windows were already open when we arrived.
(3) When I booked, I confirmed the listing included AC. Immediately went to the thermostat and played with it, which didn’t do anything so messaged the host. The host informed me there is no AC at the property but they offered to bring over more fans.
(4) I had just driven in from SF with my wife who was 20 weeks pregnant so there was no chance this temp was going to work. I mean, it was past 9pm and it was 90 degrees inside. Sleep would have been rough but there was no way we were going to be able to work from the property the next day when the sun was out.
(5) I informed the host of all of this and we left the property (had to immediately find new accommodations since we weren’t local).
(6) The host was apologetic at first and stated their cancellation policy, which would give us back ~$600 of $2400. By the next day, it would be ~$300. I asked the host if they’d work with us on a fair amount given the situation and they ignored the question. I asked again later, also ignored.
(7) At this point, I double checked the listing and saw there was still an AC listed (took a screenshot for good measure).
(8) The host offered us another property the next day which had AC but I politely declined as we had already left and acquired other accommodations.
(9) After some back and forth, I contacted Airbnb. Also, since the host wasn’t offering any compromise on the cancellation, I opted to wait for Airbnb to resolve the issue instead of having to accept their cancellation policy just to get back only $300. At least this way, I can share my experience with other guests in a review.
(10) The host did message me again and acknowledged no blame in the matter and confidently stated that they don’t list AC. I finally sent the host the screenshot of their own listing, they didn’t message me again but have since changed their listing.