Coast & Country 44 Jellicoe Parade, Surfdale, Waiheke Island, Auckland 1081

"I am extremely disappointed and outraged by the experience we had while booking a property through a group, whose host was named Penny, on the online platform Airbnb. The government of Auckland had declared a state of emergency due to severe weather, and as such, it was our top priority to not hinder emergency services and prioritize the safety of ourselves and our children. Therefore, it was clear to us that we were entitled to a refund in accordance with the terms and conditions outlined in the agreement with the hosting party on the Airbnb platform. Penny, the host, not only refused to honor this entitlement but also demonstrated a complete disregard for the gravity of the situation and prioritized her own profit over human lives. Penny disregarded the government notification and refused to provide a refund without evidence of flight cancellation, which is not in compliance with the policies of Airbnb. Her insensitivity was further exhibited by stating that the basketball game is still on and that we were being overly sensitive, despite the safety concerns of our children and the potential hindrance to emergency services. Penny's attitude and actions were unprofessional, insensitive, and not in line with the agreement. It is clear that she is only interested in profit, even at the expense of human lives. We were particularly careful when dealing with Penny and it was only by fortune that we had booked through Airbnb, if we had booked directly through Penny, there is no doubt in our minds that she would not have provided a refund. We advise others to exercise extreme caution when utilizing the services provided by this group and its host, Penny. Her lack of empathy and disregard for safety is unacceptable and we would not recommend her or her group to anyone."