Nov 27th, 2019, the most horrible experience I have ever had with Airbnb, mainly, with the Modern Southern Master Suite 1BR in Midway hosted by Joe and Matt. The entire incident was terrible due to unprofessional hosts and improper listing. Hosts require education in the hospitality business. It seems the hosts are there to count money not to serve the guest. In this business, the guest should come first, not the money. Therefore, I would not recommend anyone to make a reservation in this property; concurrently, I would never plan to stay there either. The property under managed (a little old house divided into few apartments) no snow shuffled during the winter, no adequate heating system. While we there the first time, it felt the house was under the four feet of snow. It was tough to climb the staircases to get the main door to access lockbox- it was hazardous.
Here is the full story: I made a reservation to stay there for one night while traveling Minneapolis. After receiving confirmation, we head out to the property with my wife and ten years old son. Usually, during this time of the year in Minnesota, temperate drops and started to feel the vicious winter. It was snowing that night, and the wind was chilly. After we climbed the staircase full of snow to get the keys, unfortunately, the lockbox was empty and no key there. I called the host a few times, and no answered. Voice mail recording said host only communicate better via text message and email. I didn't find it was useful, also not a proper way to communicate with guests (only text and email).
I felt hopeless at that point when the host did not call me back after leaving him several messages. We were waiting outside the property, the temperature dropping fast, and the wind was blowing hard. The hosts didn't bother communicating and offered help. After several attempts, one of them finally texted said it was a mixed up and the apartment not available. We were disappointed and had no other place to go. On the second message, he asked us to move to another place but unwilling to make any formal arrangements for our move (change the existing reservation). We were agreeing to move to the new site and hoped for the best. However, when he found out I called Airbnb and explained the situation, at that point, he might have gotten angry why I communicated with Airbnb and denied offering to move us to another place for the night. We were hopeless and didn't know what to do middle of the night. That was unprofessional, inhumane, and no sympathy for the guests. We were horrified, and to get out of this situation, we ended up sleeping in the Hilton DoubleTree. The next day - I received an email from the host said, "Thanks so much for the great stay, and thanks for leaving the place in such good shape! I hope you had a fantastic time! If you have any private feedback, that would be great if you could message me here. A positive review would be greatly appreciated! I'll be leaving you a 5-star review tomorrow when Airbnb allows :)" How unprofessional it could be?
To conclude, I sincerely feel Joe and Matt should find something else to do not hosting Airbnb; unless they take guests' matter seriously and set a vision to serve the guests without a compromise. The goal must be guest-centric, not the money. The money will come later if the guest comes first.