When a problem was identified (house in disarray upon arrival, appliances out of place and later determining that we'd arrived in the middle of a burglary), Heath responded with the bare minimum. As the problem unfolded we tried to keep him apprised of the situation, as well as tried to seek him out for further direction as we are visitors to Dallas. He was completely unresponsive and showed no compassion or care for my family that had the unfortunate experience. My brother could have been harmed as he waited for the "cleaner" to show up. Finally, without adequate response nor ETA for cleaner provided, my brother just left the premises for fear of thieves returning (he had seen them and they had seen him). The cleaner finally showed up about 2 hours after he dispatched him. Totally unacceptable. I get that a burglary is a rare event so I'm not frustrated about that. I am frustrated and disappointed about the lack of responsiveness, communication and compassion.
Also, once refund was offered, Heath stopped responding altogether. I finally had to reach out to Airbnb directly to get the refunds going more than 24 hours later.