Absolutely horrible customer service and care. We showed up to our property, with babies and our fur babies, the property had an in ground pool with no markings of where it is located after a big snow fall...so being concerned for the kids playing in backyard or fur babies falling in it I was extremely nervous and asked if there was a way to find where the pool was located besides the pictures they posted during the summer months. They had no suggestions but to look at the photos online so in mom panic, I asked to cancel and the host denied me. I continued to bring my belongings inside trying to come up with a solution regarding the backyard and noticed a strong cat pee odour... both my kids have allergies so I then explained I was very unhappy with everything and the host cursed at me stating "bullshit" called me a liar. I spoke to the support team through air b n b as I stated to the host that was very unprofessional and I now felt extremely uncomfortable, she said I should look for a new accommodations and so I did, I booked again through air b n b In Hopes they would help us. Thinking why wouldn't they after the language from the host towards us.Turns out they wouldn't even consider it. You need photos of everything if you ever have any issues which I did not take of the "pool" and because she only swore at me once as I was was so uncomfortable and removed myself from the situation so no further harassment could occur. The support team claimed it had to be constant swearing and harassment. So I was supposed to stay there being treated that way with no suggestions or help??No hospitality would ever allow this. I paid double for the same 4 nights and nothing was done. It was heartbreaking and I spent 2 days trying to get help out of my trip. My trip felt completely ruined. With no support. So upset
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