We had a disappointing experience, both with the place and with this host. I always choose Superhosts but this was not an experience that lives up to such a designation. Communication needs much improvement. I did try to reach out to the host to re-state the various things we were unhappy about, both with the place and stay/experience, and he responded vaguely. When I asked for clarification, he did not respond again. I reached out to provide an opportunity for the host to appease us or even attempt to make things right so we don't walk away from this experience entirely dissatisfied, but, as I said, he just stopped responding.
He's the first Superhost, in my experience, who did not provide a phone # for you to be able to communicate by phone/text. I did not find him to be responsive so the "responds within one hour" is not accurate, either. It does not feel good to stay at an AirBnB when your only form of communication is the app. The lack of timely responses was not addressed. When I expressed dissatisfaction about his poor/untimely communication, he continually placed blame on the prior guest and the problems he was having with the prior guest. I acknowledged that a host may not always be able to control what happens during a guest's stay, but it does not excuse his lack of communication. Having a problem with a previous guest does not make it ok to not properly or timely communicate with the next guest coming in. He did not apologize for any of the things I brought to his attention about the place (there was no trash receptacle in the kitchen, the backyard was not presentable due to the broken couch in the backyard, the blinds in the master bedroom were broken, the door sill to the main bathroom was broken, etc.).
I don't know how he is a Superhost when he failed to accept responsibility for his poor/untimely communication, failed to offer anything as an apology to make up for the problems with the place that made it a lackluster experience, and then constantly bringing up and blaming the prior guest to the point of sending me several pictures from the prior guest's stay. His experience with the prior guest has nothing to do with me and also does not resolve anything I brought to his attention about my stay.
As I said, I tried to communicate with him throughout our stay and again afterwards since I know there is a review step. I had sent him pictures of the things I brought to his attention and also asked him if he understands what I'm trying to say about it being a lackluster experience and he said yes.
It did not seem to matter because, despite his "yes" answer, he did not seem to think it was necessary to offer anything to make up for the dissatisfaction we experienced. My last message to him was on Nov. 7th, asking him what he's talking about since he kept saying he has proof. What a bewildering thing to say when I reached out to ask him if there was anything he was going to do to make up for the dissatisfying experience we had - and which he answered "yes" he understands that it was.
Superhosts in the past have been easy to work with if there was even a slight problem. They provided a phone # to call/text with them, were quick to respond, always easy to reach and, without hassle, would offer something if there was anything at all that wasn't up to par. This is the first "Superhost" who was super disappointing.