HORRIBLE EXPERIENCE. We booked Kelly’s cottage for our five year anniversary trip to San Diego. Immediately when we checked in (around 9:30pm) we noticed there was an extremely foul urine smell in the main room and the apartment is much more run down than the photos. It was late and we had just arrived so we let it go and went to bed. Kelly provides heaters in the living room but mentioned nothing about not using heaters concurrently with other appliances. In the morning, we were getting ready, watching TV, running the heater and I was using the blow dryer. Suddenly the power goes out. We tried searching for the breaker with no luck so I message Kelly at 10:15 letting her know we have no power and asking if she can let us know how to reset it. No response. Finally at 2:30, after almost FOUR HOURS with no power, I call her. No answer. I message her again asking her to please get back to us as we have been without power for almost 4 hours. She finally calls back and just dismissively tells my husband that it’s on the back wall and to reset it. There is no breaker back there so we end up having to text her photos of a blank wall to prove it because she kept insisting it was on the back wall. She called back and claimed “sorry I didn’t know what unit you were staying in”. Then she instructs us where the actual breaker is. We told her about the dog pee smell in the house and she just said “Oh, well this is a dog friendly house so we do our best” but basically said it is what it is and didn’t really apologize for the disgusting smell. This is the last sort of ordeal or poor customer service we wanted to deal with on a weekend where we are celebrating our anniversary. Especially when we were already upset that the house didn’t look like the photos and smelled horribly of dog pee.
We call Air Bnb and explain our situation and explain we would like a refund and to check out immediately (even though we had booked it for another night). After getting off the phone we get a call from Kelly asking if we can close out the case between us because she didn’t want to “deal with 80
calls from Air Bnb today”. We declined and said we would rather go through Air Bnb.
Thank goodness we went through Air Bnb. They were so helpful, responsive and refunded us a majority of what we paid for our trip. We also checked out and left immediately. Super disappointed in Kelly not being able to respond, leaving is with power for almost half a day, her dismissive behavior and then her sketchily trying to resolve the issue without Air Bnb. Definitely think this is a scam and she would not have refunded us nearly as much if anything. Do not stay here it is smelly, unclean, unresponsive and not worth the money!!!