I was traveling to Columbus for work and let them know that I would have a late check -in. I arrived at 10:35 pm and had no problem finding the location, parking or getting into the house as clear directions were provided. When I tried to get into the room the code provided was not working. I called the number on the trip instructions and no one answered. I then sent a message through the Air bnb app and received a text from Alicia shortly after. I let he know I could not get into the room and she walked me through the instructions for accessing the room. I informed her it was not working. I then received a phone call from Dane and he proceeded to review the process with me as well. I told them both more than once that I understood and was following the process. I even sent them video of me entering the correct code. This then led to 45 minutes of being told to enter the code slowly, quickly and to make sure I wasn’t pressing other numbers and even try another code. Dane then asked me to try a cod eon another room and that also did not work. He then said, "I heard a click are you sure the door didn’t open?" At that point I felt like they thought I was trying to gain access to rooms I hadn’t paid for. I felt this way based on Dane's comment and being asked by Alicia if anyone else was with me. It was only after this that Dane said, " I can come and let you in, but it will be a while" When I asked what a was while he responded "45 minutes". I then asked if there was an alternative he said he would see if another property was available. I then responded asking about the other rooms in the house which I knew were not occupied because there were only 2 other cars in eh driveway. I was told her would call me back. After about 10 minutes Dane called back and said that he could come out or refund my money and I could find somewhere else to go. I was furious by this point because it was already after 11pm, I was tired and couldn’t understand why no one had come out to assist me. At that point I said I will wait for you to come out and he was silent. He then said it would be no sooner than 45 minutes and probably closer to an hour. It was clear that Dane did not want to drive out to the location. I just so happened to look at my text messages at that point and told Alicia I had not gotten into a room yet and she sent me a code for a different room. Thankfully I was able to access that room and completed my stay that night. Due to this experience I do not recommend booking with hem due to the lack of caring or concern for their customers. I understand things sometime s don’t always work as planned but the reaction I received from my hosts was that I was a bother and an inconvenience.
As far as the actual house & room go, it was clean, well-organized and a good value for the price. Two things that I believe would add value are to have an ironing board and iron available as well as extra blankets.
Unfortunately, even though the room was clean, comfortable and a great value I will never use this house again due to the lack of customer service from my hosts.