My team has an annual retreat for team building, connection, and planning for our business. One the first full day of the retreat we left for breakfast and returned to find out we were locked out of the home. The digital lock malfunctioned, which is outside of the homeowner and the hospitality company's fault, but the response to the lock out was completely unacceptable. For the first hour the hospitality representative kept repeating the code for the lock and after sending videos made statements such as "just put the code in." There was a lot of back and forth but we were locked out of the home, sitting on the front steps, for 3 hours. Not one apology, at times not responding to my calls or texts, and even when we requested a locksmith he sent the housekeepers because he still thought maybe we did not enter the code correctly. We were locked out of the home for 3 hours, with the makeup artist who was there for a photoshoot we had scheduled. Thankfully, our vendors were flexible, but I am highly disappointed in how we were treated. The unprofessionalism was unacceptable. When I made the statement related to paying for a place but sitting on the porch, the Huxley Hospitality representative was sure to tell me, "You didn't pay me." When I asked who I could speak to instead of him he denied me that anyone else was available and began to tell me how helpful he was, despite literally ignoring us for hours.
The house is as pictured. The location worked for us. But, it is imperative to treat guests in a respectful manner. There were no accommodations or apologies made for the inconvenience, until I pointed this out to him 3 hours later. I am respectful of all homes I stay in through Air Bnb. I don't usually leave bad reviews, but this was a horrible experience for my team.