When we arrived we were informed that the apartment we booked wasn't ready because of a party the night before. We were showed an alternate apartment and after looking at it for under a minute, we said it was fine. We had just drove 4.5 hours from Ottawa to Montreal with 2 children under 2 and we were exhausted.
After being in the apartment for about an hour, we realized that the apartment was dusty, messy, wasn't even a real 2 bedroom apartment and definitely wasn't worth $400/night. We contacted Michelle and she asked us what we wanted to do. We informed her that we wanted to check out the other apartment as we weren't satisfied with the one we stayed in. She ignored us for 3 hours and then answered saying she was "up north" and there was "nothing she could do about it". We know Michelle works for an agency that manages a total of 17 properties, at least, and she could have referred us to another agent in the agency, but instead, for some reason unknown to us, decided to just ignore us for the rest of the weekend despite repeated messages to her.
We have requested a refund and it is currently under review by Air BnB. Air BnB has a policy for Guests with regards to the time limit guests have to change their mind about an apartment, especially if that apartment is not the one booked through Air BnB. Despite this policy, Michelle I guess thought that we weren't allowed to change our minds on a rip off apartment that wasn't fit for me and my family.