We booked this house weeks in advance of our trip, we chose it because of the location and the fact that Sarah is listed as a super-host/good communicator… unfortunately this wasn’t true.
At check in we ran into an issue with the keypad and couldn’t get into the house. We spent from about 6 PM- 10 PM trying to get in touch with the host, it was freezing cold and we had to miss dinner plans to try to figure it out. We ended up actually getting a hotel which was very expensive, Airbnb refunded us for the stay and Sarah was apologetic.
I feel like we are super lucky we could afford to get a hotel, traveling somewhere and not knowing if you have a bed at the end of the night is very stressful. Plus the refund takes a while to process.
Overall, worst experience I’ve had with Airbnb and though support came through in the end they were not responsive or helpful at all until about 9 AM the next day.
This could have been avoided or fixed with minimal communication but we couldn’t even get that.