This stay was not what I needed this weekend. Due to chance the upstairs leaked into the bathroom, waking me up at 2 a.m. I immediatey contacted the Airbnb team, with Chris replying over the app not the phone in the morning. Thankfully they tried to move me to a new apartment in the building, or so I thought. As it turns out Chris sent the wrong code, something I may have figured out if I wasn't freezing at the time and frustrated. Upon messaging him I wasn't shown empathy nor helped to figure out my error, so I stayed another night in the leaky apartment. Trying again, this time with the right code, I entered the new apartment with a wide open & unlocked door. Obvious that felt unsafe, so I again stayed in the original damaged apartment.
I do not fault these folks at all, they seemed busy and aloof; however, that isn't an excuse for poor customer service. Thankfully they did offer a partial refund, hence they do get some credit. Honestly it could have been worse, but God it could have been better.