The property and its location is beautiful, it’s close to the beach but no beach access. Honestly, I would not rent it again. The customer service from hosts didn’t meet our expectations especially based on the hefty price we paid.
We rented this property for three weeks, booked a month in advance.
So starting from day one, normally hosts send instructions on checking in few days in advance but none were sent to us on how to enter the property e.g the lockbox code, key etc. I sent a few messages asking when we got 30 mins close to the property but no replies , I had to eventually call the host and ask for the lock box key number.
Upon check-in, the house had a strong humidity smell, it seemed like the property hasn’t had any air circulation for months. We left the doors open for days. We saw bugs on the kitchen counter.
Even though the house had bicycles, boogie boards in the garage and nice appliances- it lacked basic supplies. When we went to clean ourselves after a long day of travel, we noticed wasn’t a shower gel or even hand washing soap when we arrived. According to the hosts, they only keep dishwashing liquid on the property. so we had to go shopping for shower gel and hand soap without taking shower or even resting. They should have let us know to bring our toiletries in the suitcase or put it in the listing. We never had this issue with any other Airbnb properties ever so we didn’t want to bring redundant stuff in our suitcases.
To make matters worse, the same day of checking in, we find out the house has no internet, even though we booked the property a month in advance and specifically let the host know we were planning to work from there. Basically, No one bothered to go check for 30 days prior to our arrival if the internet was working. The hosts kept lying to us when this will be fixed. We actually had to call the technical support of internet company and troubleshoot the issue which revealed the internet equipment was broken. Next day we had to cancel our weekend plans and had the technician come out and make sure we have internet as soon as possible, the host didn’t care to show up that day. We handled it all by ourselves including tipping the technician. In the meantime, the host arranged for a house but it was so inconvenient to get up 4am and go to the property few miles away to attend the business meetings. The temporary house was covered with a layer of dust everywhere due to ongoing construction. The only place we felt comfortable sitting was kitchen stools after we cleaned them. It took two days for the internet to be available so we had to cancel our online classes, we did lose a huge amount of money since that’s our bread and butter.
We were hoping we could get some money refunded due to the inconvenience we had but even after two weeks of our stay, no one bothered to ask if we needed anything, let alone offering any kind of refund. Eventually, we asked for it in a very respectful way without complaining about anything, so what do they refund us? $500 ? for a rental costing mid 10 thousands? But we didn’t want to spoil the holiday mood by complaining, so we gladly accepted it,. Besides, We didn’t want to get the hosts in trouble especially with the whole situation with Covid and lack of jobs.
Two days after we checked out, we get a message from the host complaining about how filthy we left the house. This complain would be valid if we were professional cleaners or they had enough cleaning supplies at the property. We cleaned to best of our ability especially when there wasn’t even a mop on the property. Whatever we could to best of our ability we did, we ordered supplies from amazon since our kids had spilled some ice cream but we made sure we clean it well. I can bet it was in a better condition than we received it in. They sent us a message saying we asked for a refund because we were going to trash the house, which was infuriating especially after how hard we had been trying to not complain about them.
I think the hosts were nice to us in understanding our situation and providing us refund but they didn’t at all provide a good customer service or treat us respectfully like we treated them even after suffering so much.

I hope our feedback will help them see things from a guest’s perspective and make improvements and understand their responsibilities towards guests.