I have used Airbnb for years now. I never complained about any experience I had because in general they have been nice but also I'm understanding and very flexible. Nobody is perfect.
But these hosts are the hosts from hell.
Ernesto and his wife are horrible hosts.
I had problems from day 1.
I arrived and the code of the key box was not correct. I had to struggle with it for a long time until I realized it was wrong. They didn't respond to my messages on the app or texts.
Even the host didn't know the code when I finally talked with him (after more than 1 hour).
One day I forgot the key of the appartment and I tried to call the host. I mentioned his name and Airbnb but he was pretending I had the wrong number. I had to go to a hotel that night.
The house smells of something dead and the hosts use heavy artificial odors to mask it. It is so strong that I had a headache the first few days of my staying.
Their dog is their main problem. It is not a dog that can be with people in particular strangers.
I have pictures of dog urine and escrements in the kitchen and other comment areas.
I walked on dog urine several times during my staying (I had to take a shower after that) in the middile of the night.
Dog destoyed several times the door of my room, first a plastic a cheap foldable door that the dog destoyed piece by piece.
Then they built (making the place a construction site) a wooden and dryboard door. The god destroyed that door too.
There was sharp and dangerous debris everywhere that I had to clean and walk on. The dog barked continuously at night and it went in a frenzy when the owners arrived (they work at night, so it was usually 4 in the morning). Hosts also put regularly foot mats and dog bedding on top of the shared kitchen stove over pots and pans.
They are not in a position to host, ever. They have the courage to take pictures of our room. We had clothes out of closet because there was not even space to hang anything. They tried to be revengeful after we took pictures of dog desctructive behavior and they entered my room violating my privacy (trying to take pics of our belongings).
These people have serious problems. I have pictures to document everything I said.