About two hours before our check in time we received a text message stating - that the previous tenants were refusing to leave the unit and that they did not know what to do at the time as they could not force them to leave. Leaving us with no other accommodations. The employee we exchanged text messages with (they never called or attempted any other form of contact to help us) offered us a different unit. The replacement unit was no where near the quality of the original booking so we discussed a discounted rate. The rate discount they offered was not even close to the difference in quality of the unit. They claimed this was due to the location, which honestly matters very little in a pandemic and I am from the area and the first unit is in a nicer location, I digress. The employee we had contact with did try to be very helpful. They sent us multiple units images and went across the city to take pictures of another one. This unit was also very subpar to our original booking. Unfortunately, the employee is about all I can say that was good about our experience with Evonify. The employee told us if we did not want either unit we would be given a full refund. We requested the refund and were told it would be provided. There was no refund, message, communication, or notification from Evonify or any indication they contacted AirBNB 3 days later. So we reached out to the employee again.... they said they would check. Five days later and there was still nothing. So we contacted them again and informed them we would be contacting AirBNB for the refund. To which they responded- Did they [Airbnb] respond? We then contacted AirBNB, whose customer service deserves an award, and they corrected the issue within 24 hours. Evonify then cancelled and refunded the reservation... 6 days after THEY cancelled our reservation and ONLY because we went through AirBNB.
Evonify is typically a corporate booking company. I think they honestly hoped that we would just never notice they didn't give us a refund. That it would slip through the cracks, as it might at a large corporation. I was exceptionally disappointed in Evonify in this situation- I would not recommend booking with them and if you do make sure to closely monitor any charges and, or supposed refunds.