Door to balcony was broken when we arrived, almost as if its been welded shut. We twist the knob & it falls off the handle - oops? We immediately contacted the host to both protect ourselves from any damage fees & inquire as to why the door was broken, why we weren’t able to access the balcony as advertised & why we weren’t informed of the issue prior to our arrival - instead, the host copped a tremendous attitude as soon as I explained the situation. She got defensive immediately and became rude/hostile - after some back & forth, she ultimately told us to either “deal with it” or cancel the reservation & find somewhere else to stay. So we decided to stay elsewhere. AWFUL CUSTOMER SERVICE
Hosts Should be a lot more approachable & empathetic for your guests, especially as a “SuperHost”. Another reason we stayed because the reviews were great but we didn’t meet that host. Hosts Should never approach with a “my way or the highway” attitude when guests pay hard earned money for the specifics related to your property. Specifics that were not available upon our arrival.
If a hotel has a balcony advertised in their listing & then you get to the room & the door doesn’t actually open, you would immediately call the front desk & ask for a new room with a functioning balcony door and if that wasn’t an option, you’d ask for a price reduction on the room. Those same standards apply to this property but were not lived up to. Once we called and inquired, we were met with nothing but hostility from the host. Unacceptable