This was a dreadful experience for us. In all the years that we have stayed at AirBnB I have rarely given a less than perfect review.
My wife is disabled and uses a mobility scooter. Finding suitable accommodation is difficult. I choose this place as the pictures showed a large lobby where we could leave the scooter,no steps into the building and an elevator. The elevator was not listed on the amenities which was odd so I messaged the host to check there was an elevator He replied “ Yes there is an elevator :)” So I booked that day and we arrived two weeks later. When we arrived it wasn’t working and when I immediately phoned the host he said that it has been permanently out of order as the maintenance company has been liquidated. He said that we could move and he would reimburse us. We did with the help of AirBnB support who were great. The host stated that ,at the end of the description of the property ( in see more ) the last sentence stated the lift wasn’t working and I should have seen that. Which I should have but not everyone reads to the very end.
To add insult to injury he insisted that we pay for a minimum three day stay even though we had moved out as my wife can’t manage two flights of stairs without additional help. AirBnB felt that this was unreasonable too but couldn’t persuade him to refund this and so they themselves refunded the difference for us. This host really needs to raise his game.