Over numerous email and voicemail correspondences with the host prior to and on the day of the reservation, the host did not inform us that the house had NO running water, making it unsuitable for rental.
At 4:25pm on day of check-in, we texted the host thanking him for letting us know that the house was ready, and at that time, we were still not informed that the house had no running water and not usable.
We entered the house approximately after 5pm and realized the was no water and immediately reached out to the host at 5:06pm via Airbnb. We also immediately reached out to AirBnB Customer Service notifying them of the situation.
We were on the phone with Airbnb Customer Service for the entire time of our limited stay (~ 20-30 minutes) informing them that the house is not suitable for rental upon arrival. Guests cannot reside in a house with no water for plumbing, kitchen and bathroom use for any length of time.
By not having essential use of water for consumption, cooking, bathing and toiletry, the listing was inaccurate and inhabitable. With the assistance of AirBnB, both guest and host mutually agreed to a reservation cancellation. Upon finishing the call, we immediately left the property at 5:34pm leaving the house clean.
Despite finally acknowledging that the house had no running water and agreed to the cancellation, the host is now requesting for financial reimbursement for kitchen use and lost revenue. How could we have used the kitchen when there was no water??? We have photo evidences showing the house and kitchen were left in good condition.
The host had an obligation to notify the customer of any issues pertaining to the rental PRIOR to check-in. He did not. Thus we entered the house with false information regarding the condition of the rental. The house was not in a livable condition without running water and we would not have entered the house if we were aware of this condition. This listing was inaccurate and not fit for accommodation upon arrival.
What was supposed to be a restful and relaxing vacation for the family turned out to be an extremely unfortunate and understandably frustrating experience.