As a travel agent, counselor, and consumer.....customer service and empathy go a looong way in businesses like this. With that said.....I'll start with the good:
The unit was pretty clean and very well put together. Great amount of space/seating for solo/couple travel. Remodeled and pretty well equipped. Even parking wasn't too bad.
Now the not so good (you can decide for yourself):
To begin, I advised the host that I would be traveling solo with my 10mos old son and that we would be arriving pretty early so keep me informed if we would be able to check in earlier than the 4pm check in. The night before I follow up and inquire if this was still an option and was advised that it was in fact an option, but for a fee. Early early check in was like $100 Early check in was like $75 and so on and so forth until right up to 2hrs before check in being like $25. Maybe it's just me, but if I know I don't have anyone in my unit and my guest is coming in early, I would be happy to allow check in as early as noon, complimentary. Especially someone traveling with a small child. Money is nice, but service and support are better. Fortunately we have family and friends living there so we simply decided to hang out with them until check in time.
When we walk into the unit there was no ac on AT ALL. We apparently traveled during a heat wave as well so it was about 90 degrees outside so imagine walking into an apartment with no ac/no windows open, etc and now having to cool the unit on arrival. And, the unit has the portable ACs that connect through the window so they weren't very quick to cool. Fortunately, we were heading out almost immediately to grab dinner so we let it go. By the time we get back it's cooled down both outside and inside and we head to bed (bedroom cooled but the front area did not cool well at all). Next day we spend most of the day in the unit relaxing until mid day when it started to heat up....at that point we really realized how NOT cool the front ac unit was. My husband was sweating and so was my son while we were nursing. I reached out to inform the host of this concern and we proceed to go back and forth about 1 of the ceiling fans not working properly and the ac units letting out cold air properly but not enough to cool the unit....he said he would send someone out to check on them anyway and possibly provide an additional fan because the one that was in the home was also not working.....We went out for dinner again this time leaving my baby with my aunt who came to babysit....no one came. Nothing else was said about it. At this point I'm even more annoyed because THE LEAST you could've done was messaged back and said no one could come. Now we have another day to worry about overheating in this space and still no resolve. The next day came and went and nothing was ever said. We spent the day out for breakfast and then in the bedroom when we returned because the front of the house was simply too hot. Still, nothing was ever said or followed up on. By the evening time, the outside became cooler than the inside as there was a breeze outside. Nonetheless, the next morning (final morning) I reached back out and addressed the fact that not only did the host lie and say someone was coming, there was never any follow up or check in to make sure we were ok. In fact, the primary response that I read (in his own words) was that no fan would have helped anyway because it would have just circulated the warm air and also that they already would be paying more for the electricity bill than I paid for my stay so I basically should just be understanding that there was a heat wave and nothing they could do about anything.........I've stayed in Airbnbs around the world and I've never experience this level of poor and inconsiderate customer service in my life. I told him that I hope they better prepare their unit for future possible situations and/or at minimum try to find a resolve so that guests are not left on their own in a situation like this. AND THEN he had the nerve to tell me that his teammate noticed a towel and a pillow case were missing and asked if we had left them anywhere....Sir. Please. I pray no one has to deal with anything like this with this host and definitely be mindful of the time that you may be going.
Also, I don't need 23 emails with "reminders" about what is available for use or what not to do in the unit ie amenities being available, don't flush things in the toilet, etc. 1 sheet sitting in the unit with all of this information would have sufficed. Sending out multiple emails throughout my stay was annoying and inconvenient especially in the midst of all that was going on.