I booked this trailer for a musician who my company brought to town to perform for an event we were hosting. The place was beautiful and check in was easy, but during the day the air conditioning units were unable to keep the place cool, especially in the bedroom area. Our guest chose last minute to bring his wife, and she communicated with me about it saying that they were very uncomfortable and wanted to leave the trailer and stay at a different location. I immediately reached out to Sara and let her know what their concerns were. It was 6:45pm and I needed to hear back from her immediately because I had to either get the AC issue fixed or find them another place to stay — and their preference was to go elsewhere. But there was no response. Sara didn’t pay attention to her phone for 5 hours! I sent numerous messages on the Airbnb app, and I called and texted her phone directly because she had provided the number and said to text with any questions. When she finally did respond at 11:45 pm, she didn’t acknowledge any of my frustration with trying to reach her or apologize for the extreme delay, she only said, “The ac is fine” and proceeded to defend the temperature she found in that moment which was “in the 70s”….?? By then it was too late! Since I hadn’t heard from her, I had already booked another location so my guests would have someplace to go after the concert. And Sara took ZERO responsibility for abandoning her post as the host! The only thing she did right was to give us a partial refund for the days that our guests wouldn’t be there. Airbnb wasn’t available to help that night, either! So we were completely on our own. It was extremely disappointing, and we have decided based on how poor Airbnb’s customer service was, this will be the last time we use this app.