Response from Natalie:
This is the review we left Kate, unfortunately it was a case of a non communicative host who is now accusing us of lying. And she was not available for a couple of hours when we were locked out of her apartment because of her negligence. and Kate, we did not request 100% refund, you are now lying to make me look bad- ill submit this to airbnb and have them remove you review as it is false.
Save yourself the trouble and book a hotel instead! This was not a satisfactory stay. Kate was a terrible communicator - the only time we got real communication from her was when there was a resolution request in progress. To her credit she refunded us the first nights stay for all of the trouble we had, including being locked out of the apartment for some time and Kate not answering her phone! One of the airbnb rules for hosts is that hosts must be contactable for the first 24 hours. Issues: 1) No contact in the days leading up to our stay regarding how to find the property, access etc, did not respond to initial emails until the day of the booking. We were travelling overseas, with limited access to email, so this was stressful. 2) WiFi password didn't work. Kate did not offer a solution. My husband (who works in networking) had to reset the router himself and reconfigure the wireless network based on how it was supposed to work! 3) We went for a late night stroll and arrived back at the apartment at 12:30AM to find our key only got us as far as the foyer - we needed a pin code to get past this door up to the apartment. When we tried to call Kate's phone all we got was her voicemail service. We left voicemails and sent text messages. Kate finally got back to us however by that stage we had already started to look for alternate accommodation, the couches in the foyer weren't too comfortable. We went back to the room and were lucky enough to tag in behind another person, but the code (given to us later by Kate) did work. Why this was not provided to us upfront was something I could not understand. The room was nice and new, but literally felt like it had no "soul" - there was no artwork, however the bed was comfortable. But the house manual put together by Kate consisted of two lines of text, with no information about after-hours access, no alternative contact information for her. For what this room cost, we could have stayed in a nice hotel without the issues.