2/10 Rating
This was excruciating customer service. There was a severe hurricane-like storm in Boston and surrounding northeast area, so our train was cancelled into the city. We let them know as soon as we found out a full day in advance, and they claimed that the airbnb was "fine" so they wouldn't process a refund. This crazy storm with flash flooding and hurricane-like winds were all over the news, and trains, flights, events, and games were all being cancelled for that day/weekend. Everytime we called, they said they would "escalate our concerns" and everytime they did this, that new person was still claiming to not be in the position to help us. We provided ample proof that this severe storm was cancelling all trains in and out of Boston and pictures of flooded roads to show that there was no safe way to get to the airbnb. Upon this back and forth, we also realized that the reviews of this host on airbnb are inconsistent with the reviews online, which has 2.1 stars and very negative reviews.