This first experience with Airbnb may be my last. The house was in a great location at a very fair price. It worked out well for my family group, some of whom flew in from California. The house itself was fine. It was interaction with the host that has left me shaken.
I made the reservation well in advance, paying in two installments as required. When check-in information arrived a few days prior to arrival, I messaged that we planned to arrive early afternoon. Two days before arrival, I got a call from her saying it wouldn't be ready until 3 p.m., since cleaning wouldn't be finished until then. I said we would adjust our schedule accordingly. After I hung up, I looked up the listing, thinking I must have mistaken the check-in time, originally thinking it was noon. I wasn't wrong: the listing said noon. I messaged the host with that information. She replied she had tried to change the listing, and that I should cancel my reservation because she didn't want me to be unhappy and leave a bad review. This was just 3 days before check-in. I didn't want to cancel, knowing it would be nearly impossible to find a place for my group on such short notice. I told her that we would adjust our arrival time. She insisted we cancel, sent me 2 alternative rental links, and said, "If you don't have a chance to cancel by tomorrow morning I will take care of it." I panicked and basically begged her not to cancel. It wasn't until the next day (after a sleepless night, worried that she was going to cancel/lock us out) and more desperate pleas from me via text and phone messages, that she messaged me, saying she didn't want to spoil my trip. Relieved, I thought all was well. We arrived, stayed 3 nights, and notified her of our departure just before 11 a.m. At 4:32 p.m. I got a message with a photo of stairwelll damage, asking me to explain. I could not, because I hadn't seen it, nor did anyone else recall it either, though it was in an area we all passed. But there was a photo showing some peeling paint, and we were far from Chicago by then on our way home. I felt helpless to defend myself, and asked for an estimate of damages. She replied with the estimate, which I thought was fair for the damage shown (though no invoice was sent). I don't know how the damage occurred, but to keep peace, I promptly paid, reiterating it was not seen by any of us.
I don't know that I will again feel secure in trusting a rental of this type.