TLDR: don’t stay here, worst customer service
We stayed 2 nights and check in was easy, but after about 30 minutes in the unit the power went out. Reached out to the host and they said they would look into it and get back to us. We left for dinner and never heard anything back from Zen that the power was fixed. Power was back on when we got there later that night, but a heads up would have been nice.
2nd day we left to explore the city and when we got back the power was out again (this time because of the wind storm). Reached out to the host again and was told the same thing, we’ll take a look and get back to you. At no point did the host reach out to check on us, ask if we were ok, or if we needed anything. We had to keep asking for updates, and we kept getting nothing from them. I asked if they reached out to the power company, they send me back a screenshot of the internet companies timeline. I ask if they have anything they can send to us (lantern, batteries, chargers, anything) and they tell me that it’s out of their control. Because the power was out, there was no way in to the building without a key (which was missing). If we left to go get supplies, there was no guarantee we could get back in. Luckily we were to order from DoorDash the essentials. We went to sleep that night not knowing when the power was going to come back on or if the host was going to get back to us.
When we woke up the next morning, the power was back on. We did not receive any updates from the host or any check-ins to make sure we were ok. The morning of check-out, the hot water was out. When I reached out again, I was told that they would check it out and let us know. The funny part? They messaged us after our checkout time and we were gone. Just a complete lack of customer service and no accountability.
After a day of sleeping on it, I reached out to the host detailing my issues and asking for some sort of compensation or resolution for this terrible experience. Their response (after ignoring it and only responding when I got Air BnB support involved) was to apologize and offer me a 10% discount on a future booking. I have no desire to ever use Zen again, why would I want a 10% discount off a future booking.
Don’t stay here, it wasn’t worth the ‘value’ we thought it was going to be vs. staying closer to downtown.