We've for years enjoyed Air BNBs.
Not this time.
The problems started when we were following the GPS instructions for entry into our complex. After turning off the busy Vegas strip highway, we found the entrance to our place was barricaded, which left us in a dicey traffic situation in an unfamiliar city. We managed to back out of the packed intersection and make a loop in an attempt to find the proper entry into the property, which is really a complex of several high-rises with no signage whatsoever. Once on a property parking lot that included a covered parking garage, we had no idea which of the several buildings to approach and had to watch others proceed through a small gated entrance and assume the best and copy them. This entrance did lead to a registration area counter, like a hotel lobby.
The agent at the counter acted as if we were in a hotel and gave us room keys and told us about a liquor store in the lobby (but no restaurant) ...until he said if we needed anything--like towels or other amenities--there would be a charge since our unit was privately owned, which implied to us that some of the units were not privately owned and that perhaps this was a hotel. The agent then pointed us toward the elevator banks but did not clearly tell us that there were several sets of elevators, going to different floors.
We did get to our floor and entered the condo, which made a great first impression--modern, sleek, gorgeous bathroom...
However, when we desired to learn how to use the complex pool (we saw other guests in pool garb on the elevator who seemed to think we also could use it) and how to best navigate our stay at this place, we were dismayed to find there were no instructions to help us get acclimated. Nothing. No welcome note. No folder. Nothing. Thus began a list of "nos":
No phone service, room phone out of order, though the message light was blinking.
No instruction on how to use internet (had to go to lobby and get a security guard to help us)
No cutlery (except for one spoon)
No quality coffee or coffeemaker
No duvet or proper bed covering for couch bed, just a worn, cheap gold blanket and sheets that were put in a high storage area that was difficult to find
No explanation for the barred balcony
No explanation of the property's status (in the trip to the lobby to use the internet, we were told by yet another employee that the complex was vacant and was in receivership except for our tower, which was entirely composed of private rental units.
We did contact the unit owner, who responded, not to my first question 1. is there a duvet or adequate bed covering for the couch bed but did, after about 65 minutes, tell us that "they" must not have reset the internet usage and gave us a number to call. By that time, we were down in the lobby, navigating things as best we could.
There were a couple of blessings in this fiasco. The pool area was beautiful, with a nice bar and security and lifeguards. A second plus was arriving in daylight; pulling into such a vast, deserted space at night with no directions and no understanding of the situation would have been offputting at best, dangerous at worst.
Perhaps we failed to understand some fine print somewhere about the true status of this property. We have always counted on Air BNB's great reputation and follow-up to "protect" us and ensure a good , safe stay. It is possible that there's a side to Air BNB properties (like this one) that is unattractive to senior citizens like us who need to feel safe and secure and well-informed. We would like a response so we can understand where we failed to know what to do.
This one-night stay, though short, was a very bad experience.