I rented a unit for my two grandmas and my two parents. There were supposed to be only three people, but things changed last minute (literally, as I was dropping them off, my second grandma wanted to stay with them instead). The property manager kindly reminded me she would have to charge extra for the additional person, no biggie, I understand. I appreciate the fact she didn't mind, though. The unit was lovely. The living room had ceiling to floor windows to view the beach and the sunset. The balcony was large and had furniture.
Now for the not-so-great stuff.
We booked on 8/19 for 8/22 through 8/28. The listing says the unit has AC, but when we got there, the sign at the main office said the central air in the entire building had been down since 8/4 with no date for repair. I have two over 60 and 2 over 80 sleeping in that unit. The temp outside that night was 92F. The only source of "cool" air was a single fan. Having the elderly sleep in high temps with only a fan is how they die in their sleep, no joke. I called the property manager and explained this to her; she said, "The best I can do is get you another fan tomorrow." I explained to her again, high temps with just a fan is how the elderly die in their sleep. She said she sent out an email on 8/11 to everyone who booked a unit in that building the AC was down. Again, I booked on 8/19, so I received no notice; besides, the listing still says there was AC in the unit.
I just ended the conversation since I was getting nowhere and called Airbnb customer service. The rep was VERY concerned because she understood what I was trying to explain. The 4 of them said they could try sleeping there one night. The following day, Airbnb canceled our reservation there and helped us get another elsewhere. The property manager gave us a partial refund, minus one day since they stayed the night, and mailed the refund home by check. The next day after that, an Airbnb rep called me and asked how the property manager handled the cancelation. After I told him, he said that was not right. She should've given us a full refund since the listing was wrong and there was no proper fix. Also, it should've been by our original payment method. So he issued me an immediate full refund back to my credit card.
The moral of the story, email the property manager before booking to confirm the unit is exactly what you're looking for and check to see if the AC is working!