Whilst the apartment and location offers an ideal location for Melbourne, the Hosts (approx 4+ varying property managers) have a lot of room for improvement in reviewing their company ethos along with how they check, maintain amenities and operate their properties in accordance with minimum standards and legislative requirements. Whilst we provided the opportunity for the hosts to resolve the issues, this was poorly handled by the host and their staff, as well as AirBnB staff. We had booked a 2 week stay, and left at day 7 after 7 days of mishandling and delays. AirBnB were particularly woeful in their duty of care. Whilst there should be some onus on the Hosts, AirBnB really exasperated the situation and took no accountability for their mishandling and placed all accountability onto the Hosts which was unreasonable. Following this, an internal review of AirBnB procedures was initiated to ensure the safety of future guests is not compromised due to mishandling of concerns raised.
On a basic level, we found the apartment to be without operational fire and safety devices (smoke alarm open, without a battery and hanging from the ceiling) and other missing security essentials (a back patio door deadlocked and unable to be opened and the other only able to be soft locked inside) both for the security of our possessions and as a fire exit. It was apparent that the hosts don't check properties between bookings to ensure they are up to standard and attend to matters in disrepair as well as ensuring that building/safety standards are being managed in accordance with the law. This is also evident in previous feedback where other guests have advised on items/furniture/electronic device issues and still had not been remedied.
Summary:
Cons
1. Hosts (Homely Getaways/Airgency Pty Ltd) cutting corners with safety, maintenance and quality of guest experience to save money, increase profit. The list is long from serious (fire/security safety) to silly (being scabby with toilet paper provision across your properties is a sure sign of how low can one go? Our first venture into Melbourne streets was to go and find a shop that sold toilet paper in the pouring rain on Sunday night).
2. Operate in breach of aspects of AirBnB policy, local and federal legislation
Future Pros
I'm a believer in not dwelling in the shortcomings and that the hosts can 'turn a leaf' - they have every opportunity to improve the way they manage and operate their properties so that guests can have an experience that enables them to be safe and feel valued as people not commodities - to be treated not solely as a means for profit nor be viewed as an inconvenience.
Would I stay again?
As the hosts operate a number of properties I would carefully check across the feedback to see an evident improvement in property management, amenities and safety maintenance. Failing that, I would avoid the likelihood of something not being ok that could compromise my enjoyment and safety. On the contrary, should the host demonstrate and evidence improvement of the aforementioned, they clearly have an impressive portfolio of properties that are in ideal locations and design.