This review focuses only on our experience with the hosts' level of empathy, as the day we were to depart 1500 flights were cancelled. We live over 2,200 miles away, and there was no plane, train (yes, we checked), or automobile that could get us there on time.
We communicated our disappointment (and sincere diligence) to the hosts, asking for a refund, partial refund, or rebooking in 2023. AIRBNB even called them to encourage them to work with us, given this was the kind of system-wide transporation issue that received national news coverage. They declined.
If you are the kind of guest who doesn't like empathy and likes policies to be followed in the face of extenuating facts, then these are the hosts for you.
However, we prefer something different, and you might, too.
The hosts did offer that we could "gift" our stay to someone, providing our replacement could connect with them during their stay in Spain: we communicated this wasn't plausible given anyone we know would have faced the same flight cancellations....it felt like the kind of thing you offer so you can say you "tried." Eg, the restaurant where you get food poisoning offers you a coupon for their all-you-can-eat event.
To whomever followed us there as a guest - you must have enjoyed the cleanest stay on all of AIRBNB, b/c they didn't even refund the cleaning fee......so, it was cleaned twice for you!
Verified guest · August 2022 · Airbnb
