STAY AWAY ! PLEASE READ THE WHOLE EMAIL CHAIN.
Hello Szilvia ,
Thank you for taking time to hear my issues and reply back. The issues and status of the property, as reported on the first night, were accurate. However, we arrived at the property after dinner on the first day, and we went straight to bed. We noticed most of these issues on the second day. We were visiting the area for a wedding and could not keep contacting you for every issue we experienced, or to provide a daily report. This is an excessive requirement for a guest in an Airbnb. It was not a good day for us to spend time reporting multiple issues and potentially waiting around for someone to stop by to resolve them, since we needed to prepare for and attend a wedding.
Quality checks of the service that you are providing should be the responsibility of the property owner or management company, not the paying guest. Having the plumber, pest control, cleaning crew, general maintenance, and pool service people over during our stay is completely unreasonable and not an acceptable resolution. The property should have never been handed over to a guest in that condition. It is not our job to make sure the property is being properly managed prior to our arrival.
The tone of your response is also very unprofessional and incredibly rude. Dismissive responses with regards to your guests' concerns are not good customer service or a good business model. We have been very respectful in voicing our concerns and requesting an acceptable resolution, yet your responses do not reflect that. Regardless of whether our issues were reported on a daily basis or not, does not mean that they are not valid issues; all of which we can prove with pictures. I hope that you reconsider your stance on this situation and do the right thing for your business and your guests.
AIRBNB RESOLUTION:
I'm sorry to hear that you had a problem in the listing.
I spoke with your host about your refund request, but as for your host, you never informed them that there was a roach in the listing, dust, mold and an unsafe bedroom wall in the listing during your stay. You mention to them that you will be putting down the frame to avoid an accident. Please know that we have a 24-hour notice policy, meaning that you need to report the issue to Airbnb within 24 hours from the time that you encounter the problem. Your check in was dated April 28, but you contacted Airbnb on May 03, which is your check out date. Since we failed to reach us within 24 hours, your refund request will be at your host's discretion. Your host doesn't want to issue a refund to you. I really do apologize for this, but this type of case will be at your host's discretion.
SAVE YOURSELF THE FRUSTRATION AND BOOK ELSE WHERE.
NOTE: I have pictures of all this.
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