This has been the worst airb&b experience we have ever had. We spent less than 24 hours at the property.
In the days leading up to our arrival at the property I had messaged some questions to Evolve through the airb&& app (evolve said they have a response time of 1 hour, this was not at all our experience). With less than 24 hours of arriving I messaged the property contact Keith directly on his mobile phone number and asked why he hadn’t responded and if he would please use the airB&b app as per guidelines for all communications / payments.
Keith said he had no messages in the app and insisted we talk directly via text messages on his phone. I called AirB&b to ask for help - they contacted Keith and he responded to the questions but made no effort to respect my request to continue talking via the airB&b app. He also said that he had to contact Evolve to even get the messages, that’s odd and disappointing that Evolve are some kind of ‘middle man’ so there was no point messaging them as per airB&b guidelines through app.
We asked before arrival there was heating given it’s winter (we have an infant and two other small children which we included in our original booking) and Keith said there was heating that would heat the house.
This was untrue. The heating only heated the small sitting area near the tv. The bathroom thermostat read 49 degrees.
The dining area shown in photos was an enclosed balcony with no heating. We weren’t even able to eat our dinner in there on the table as it was too cold. This was going to be an option for the baby to sleep in our portable crib but it would have been dangerously cold.
The upstairs bedrooms had no heating and was extremely cold overnight. The children woke up many times in the night saying they were very cold.
We woke up in the morning and there was no hot water for hand washing (no dishwasher) or showers. This was the final straw as we could not even have a warm shower after the freezing and uncomfortable night. Let alone clean our dishes in hot water this wasn’t sanitary.
We texted Keith to tell him all this and we had been forced to leave as the house was not fit for use. He asked to call and said he would be there in 60 minutes, I said we were packing and would likely be there when he arrived. He came and saw the thermostat and that there was not hot running water coming from any taps.
Many of the kitchen items in the cupboards were dirty with food stuck on them. At least one pillow had mold spots when I removed the pillow case before leaving.
Given this terrible experience and we have always been great airB&b guests we are requesting a full refund as this was an unlivable property at the time of our stay.