This is my worst experience ever with Airbnb (including travel in the US, Europe, and China). I understand that Airbnb is not a hotel and as a result some unexpected things can happen, but the communication, listing accuracy, and overall experience were extremely disappointing.
> GUEST AGREEEMENT: After booking the property, I received a poorly-written 12-page guest agreement that was hilariously one-sided. I respect that there are special noise restrictions in Sonoma County, and the listing is clear about no events on-site, but emphasizing multiple times that having a non-registered guest step foot onto the property would be construed as a “party” and subject to small-claims court was not the best way to start off this exchange. The agreement also included every single item I could be charged extra for, and extremely strict requirements for me to be eligible for a partial refund if something were wrong (e.g., absolutely no refunds for rodent problems or hot tubs that aren’t working).
> CHECK-IN DAY: I thought that since this was clearly a property management firm (not an owner renting out his or her place), we would at least benefit from having someone whose actual job it is to support the rental. This was a mistake. I requested the house access information a few days before we arrived, and heard nothing (Pam claimed she had sent it weeks ago but I cannot find it anywhere in my (SENSITIVE CONTENTS HIDDEN) account). The day we were supposed to check-in, I received a message from Pam that the front deck was torn off of the house in (unexpected?) construction. She offered me a property that was not walking distance to downtown Healdsburg as a replacement. When I said that was not a replacement for our needs, and requested a discount, she was not able to give it to me without checking with the owner. This was an extremely unpleasant way to start our vacation.
> LISTING INACCURACIES: When we reserved the property, we did so for 6 guests and the listing clearly indicated a fold-out sofa bed in the living room. However, there was no sofa bed, forcing two people to sleep on couches (one of which was a short 2-person sofa). The Airbnb listing was updated to 4 people and no sofa bed sometime after we reserved the property (but not yet on (SENSITIVE CONTENTS HIDDEN)) – yet the host, in full knowledge we were a group of 6, did not bother to update us. In addition, the bathtub does not drain and the bathroom door is a broken sliding door that does not shut (there is only one bathroom).
This is not the Airbnb experience I know and love. Many of the benefits (personal communication, clear description of beds and amenities, Resolution Center if need be) were replaced by an antagonistic guest agreement, multiple issues with the property, and a property management company that as far as I can tell does nothing (and who primarily communicates via email, rather than the more flexible Airbnb app).