I’ve stayed in many Airbnb’s all over the world. I’m a very big fan of Airbnb as a traveler and as a host for my own place I host in Italy. This was undoubtedly the worst stay of my life, including the time that my Airbnb in Croatia was evacuated in the middle of the night due to forest fires. I booked a one night stay for October in c-9 all the way back in July. A month before my stay, we realized that we could actually stay for two nights. So we adjusted our stay to be two nights. A very normal occurrence on Airbnb. Very easily done. They messaged me and said that the room I wanted, c-9, was not available for both nights, but I was welcome to choose from their other available rooms. I happily suggested. C-44 or C-45 and they promptly booked me in C-45 for October 9-11. I received a confirmation through Airbnb, text, and email. Three days prior to my trip, I was sent check in information, pretty standard stuff. Parking info, what time check in is, the code to open the box with keys and so on. I let them know we would probably be arriving after 5 and was told that was fine and my key would be waiting in the box. We make the drive from Tampa, entered the code for the key box and I see a bunch of keys with names, but none of them mine. So I grabbed the key that said c-45 because my reservation was for room c-45, even though it had someone else’s name on it. As I walk into the room, the person who’s name was on the key shows up, obviously wanting her room. She shows me her reservation and we both reserved the same room for the same night. We both received all the emails and confirmation. They had double booked us. Annoying, but seems fixable if they have more available rooms. We call the emergency line, since nobody is on property after 5pm and found quite possibly the least helpful, most incompetent human to ever live. She would not give me her name, but insisted she was the office manager, even though she kept hanging up on me to “call her manager”. Her manager, the general manager refused to speak with me and made me go through this woman the whole time. She must have hung up on me 5-7 times. She flat out refused to look up our confirmation number or look at our communications through Airbnb. Nobody was willing to come to the property and help us, it was storming and my husband and I were stranded outside of this place in the rain. She insisted that I did not have a reservation and she couldn’t help me. All the while I had a confirmation number, I had paid in full, and I had been talking to them on Airbnb for months. She kept telling me “I don’t know how YOU use Airbnb but we don’t have your information”. Every time I tried to give her my confirmation number, she’d hang up and call her manager. After 30-40 minutes of this (in the rain), she finally calls back and says I’m supposed to arrive the following day for c-9. Even though I have a whole email conversation with someone confirming the change. She is completely unwilling to help and insists that Airbnb made the change without them approving it. This is simply impossible, as a host myself, I know that changes must be approved by the host, besides that they personally wrote to me multiple times confirming the change and my check in. I contacted Airbnb and they promptly found my reservation, heard me out, and said they would try to contact my host on my behalf. They suggested I go get some food, and they would reimburse me the expense of my meal. So my husband and I went to get some pizza, while Airbnb dealt with Colony Inn for me. After about 40 min, Airbnb calls me back and says that they are unable to contact colony inn, nobody is answering the phones, and I was finally refunded the entire stay. They offered to help me book another place, and even gave me a credit for a future Airbnb booking. Moral of the story: there are many beach condos available on Airbnb in Sanibel, don’t stay in this one. Unless you want to be stranded in a storm, eaten alive by mosquitos. …