Although it was not the fault of the management company serving as the host, this was the singular worst AIRBNB experience I have ever had.
We had many issues, that required frequent back and forth with the management company. The company is responsive to messages, but needed to reach out to the owner before they can make decisions, so they are extremely slow to take action. My stay was 49 days long.
Pros:
The backyard is cute and nice. My dog loved the easy access to the outside.
The images of the unit are accurate to its layout. The art is cute.
The management company is extremely responsive to message communication. Typical response time is less than an hour, though preliminary response tends to just be a notice that the issue I raised has been escalated to the correct team within the company.
Cons:
The unit has a serious ongoing vermin infestation that was not resolved during my full stay. Mice had full access to our food, and mouse droppings were found all along the counters and stove. This problem is partially caused by mice traveling between other units in the building, so the management company is not able to fix it.
Unit was unsanitary at the time of check-in with large piles of trash from the previous tenants in the back yard area.
Gaps between the fence in the backyard are wide - my 50 pound dog can fit right through them. Do not leave your small dog outside here!
Management company does not keep its promises in terms of compensation packages discussed.
Poor electrical - fuses blow if the microwave and dishwasher run at the same time.
NO TV: Television is an Amazon smart TV that requires login to the original owners to use (even a different amazon prime login will not work)
COIN WASHER/DRYER: Washer dryer is shared between multiple units and coin operated.
Timeline of Issues:
Day 1: Reported trash in backyard to management team. Removed trash to street myself. Management company agreed to collect it (since it was more than can fit in the trash bin); took them about a week to come get.
Day 3: Saw mice in unit, reported to management company.
Day 8: Management company sends mouse exterminator. He advises the issues cannot be resolved without major repairs. I pass the feedback to the management company.
Day 9-Day 21: Extended back in forth in which the management company claims that the issue is resolved as an exterminator was sent, and I repeat the feedback from the exterminator to them. Management company agrees in writing to refund 100% of the reservation for the entire time that my stay is impacted. Ultimately, the report they receive from the exterminator says that the issue is not resolvable, the same feedback he had given me in person, but the management company does not honor their commitment to a full refund.
Day 23: Mouse exterminator is sent back to the property and performs work to trap mice in the walls. They no longer have access to the body of the unit, but they continue to make loud scurrying noises in the walls.
Day 28: I advice the management company that the issue is still not resolved and escalate to Airbnb for resolution support.
Day 32: Management company sends the exterminator back for the 3rd time. He informs us that the issue is unaddressable without him accessing the other units in the building. I inform the management company the issue is still unresolved.
Resolution Process:
Since the management company agreed to refund 100% of the stay for the entire time that the issue remained in place, I expected a full refund after this experience. However, the management company determined that the issue was resolved on Day 23, after the unit upgrades, despite my continued complaints of mice noises and the feedback from the inspector on the Day 32 that he CANNOT resolve the issue.
In the end, I received funds back for 19 out of 49 days, or less than half of the reservation. This was both less than was promised and less than was owed.
I would not recommend this unit to any future traveller.