El Fort D'Ullastret

The apartment itself may be fine, but what matters just as much is honesty, respect, and taking responsibility. After this, I can't trust either the Host or Airbnb. I even attached pictures of our conversation to show what happened. I booked this place for my vacation through Airbnb. Since I couldn't leave a review there, I feel I have to share my experience elsewhere so other consumers know about it. It was the worst experience I've ever had with Airbnb, any accommodation, or any host. On Sept 3rd at 11:39 AM, I messaged the Host through Airbnb to say my phone and driver license had been stolen and I couldn't get to the property. I was in a difficult situation, but I still let them know before the 3:00 PM cancellation deadline in Airbnb's policy. The Host didn't act until Sept 4th, pushing the cancellation past that deadline and sharply reducing my refund. Airbnb's published policy said I was entitled to a 50% refund for the remaining nights after the first. The Host first denied that, which caused confusion and made it seem like the policy didn't apply. Only after I pointed to Airbnb's written terms did the Host acknowledge in writing that I qualified. Even then, they played down the amount and their responsibility, and I lost a lot of time dealing with it. For weeks, Airbnb customer support gave me conflicting explanations. First they said they'd requested a full refund for me, though I never asked for one. Then they blamed the time zone, and later said refunds were "automated by the system." None of it added up. It felt like both Airbnb and the Host were trying to avoid paying what was owed. After I kept pressing, I got back only part of the amount I was entitled to, €53.25 + €60.25. I had to keep pushing for even that. I had hoped the Host would work with me to sort this out in time. Instead, I felt they weren't transparent, wouldn't take responsibility, and used the situation to keep money they should have refunded. Both Airbnb and the Host said they "did all they could." From my experience, they delayed and made things confusing at every step. That's not how a professional Host, or Airbnb, should operate.