Amazing location with stunning views but unfortunately with a HORRIBLE CUSTOMER SERVICE . After we checked in we found a damp bath math hanging on the bathroom door. There was a towel with black stains folded on the bed. The toilet pan was dirty with some “dry brown stuff”. Shower screen had dried filth on it. Dead insects in the house on the window frames and the inside door mat had lots of dirt and dust under it.
There was no fire wood in the house, no lighter, no kindling. No shampoo and a bottle of used almost empty body wash. We contacted the host and raised the issue and raised our concern mainly about cleanliness and Covid safety. We were really concerned about Covid safety as there was so many clues that the house was not cleaned properly. The host responded that the house has been clean and told us these are “minor” problems and the cleaner might forgot to remove the towel from bathroom! Also they told us they are not responsible for providing the kindling and lighter and any toiletries such as shampoo and body body wash so if they dont provide shampoo and body wash, can I assume that the almost empty body wash was a left over body wash from the previous guest??! And in terms of fire wood, they said this is guest responsibility to carry the fire wood from a shed approx 100m away from the house! And the guest must bring their own fire lighter, kindling and fire starter!! They also told me if the folded towel on our bed is not clean we can just use another towel! After so many back and forth messages they told us repeatedly if we are unhappy we can leave and they refund fully or we stay and they refund 100 cleaning fees but we still have to pay 90$ for the sheets!! Anyway, it was 5:30 pm and we didnt have any other place to go and I told them we cant leave and if they send a cleaner there would be no problem but they said it is too late and they cant do anything else and they repeated again we can leave if we are unhappy!! After we realised that the host is not helpful and we have no option we drove to town to buy fire lighter and fire starter to at least heat up the place as it was freezing and then we started cleaning ourself. Long story short they just dont care about the customer, they dont know how to solve a problem and they only repeat the same thing over and over again until you give up. Their only concern is to save 10$ by all kind of cheap initiatives like not providing a $2 fire lighter, $3 fire starter, $5shampoo and body wash and charge you heaps of money without providing a good value for money service.
The worst experience We have ever had in any accommodation. They did their best to ruin our first night.