1. We were provided with the wrong room
Room booked was: 7 people high-end suites
Rooms delivered were: 2x 4 people low-range rooms in different floors (913 and 865)
2. We were misinformed upon first arrival
Wednesday January 26th – Check-in Day
10.20am, we got confirmation by text from the Airbnb host (Maddy) that the room was being prepared and that he will call us when the room would be ready.
At the same time, we arrived at the reception and were confirmed by the receptionist that the room was being cleaned and would be ready at 2pm (agreed checked in time). We left our bags in the luggage room and left for city sightseeing.
3. We were not informed of the real situation on-time
4pm, we came back to get the key cards, and only then were informed that the current guests had previously tested COVID positive and had to isolate in this same room.
Why nobody called us right away upon receipt of the news?
Why would the host and receptionists confirm the room was being cleaned if the current guests could not leave the room because of Covid anyways?
We had to figured it out when checking in the evening, tired from the day, with no other option than either accepting their poor replacement rooms or paying ridiculously expensive 7 people last-minute hotel rooms in the CBD.
4. We had no option but accepting their terrible replacement rooms
Barely 4 people could stay in each room, they were small, dark and stinky. The rooms had not been cleaned or very poorly. Previous guests’ used soap and belongings were found in the bathrooms. The sinks were extremely dirty. The walls had blood similar marks on it. No hairdryer or any other bathroom appliances were provided as mentioned in the add. The floors were filthy at a point we could not be barefoot. Bed sheets did not seem to be changed as we found hairs inside. The AC was not working properly and very dusty which caused allergies similar symptoms (sneezing, coughing, irritated skin).
In addition for the room 913: the shower was broken, leaking in the whole bathroom. The balcony was soaked from water (even when it was sunny, so it was not due to the rain) causing flood in the bedroom. The carpet and the beds were wet, which caused extreme nightly inconveniences and flue/cold similar symptoms.
5. We felt manipulated by both the host and the reception staff
We booked this room 2 months in advance to be sure we would have a great value for price accommodation in the CBD, during this peak period (Australian Open). The main reason why we chose this suite was because we would be all together (7 tennis enthusiasts). We confirmed twice the same day with both the owner and the reception that the room would be available and ready on-time.
Still, we were delivered two different rooms by the reception staff with no service or money compensation. The front desk manager even shamelessly ensured us these rooms were better value than the one we originally booked!
6. We felt humiliated by both the host and the reception staff
Along the journey, we asked three time the reception to clean the rooms properly and give us new bathroom furniture which the manager blatantly lying promised to do each time but never actually did!
Once, we found 1 shower towel on the floor of the hotel corridor in front of our room door! What kind of person must collect their shower towel in the middle of the hotel public floor? This has been the most humiliating service we have ever had to face in our life, and we will not be done with it easily.
Maddy informs on his add that if we need anything, we could call him. He texted us once and never picked up our calls at any time!
None of us would never recommend neither Maddy’s rooms and communication nor the front desk manager’s unprofessionalism and disrespect she showed to us.

Hence, for the above mentioned:
a) we believe Maddy’s add is false as he advertises one good room but last-minute changes it to 2 bad rooms, that no one would deliberately rent. Some staff told us that it wasn’t the first time that this happened since they started.
We thus, kindly ask Airbnb to immediately take measures and investigate on Maddy’s profile and rooms, for the safety of all Airbnb guests.
b) on top of reporting Maddy’s false advertisement, we also report his miscommunication, misguidance, and ignorance towards urgent matters.
c) we report the front-desk management unprofessionalism, humiliating and disrespectful behaviour and ask for actions to be taken as well as our psychologic/moral damages to be compensated.
d) we ask for a full refund of all the fees engaged during our stay.
e) we inform Maddy and the reception that we have done the necessary with our respective lawyers to go further if our terms are not fully respected.

We thank Airbnb in advance for their comprehension, appropriate actions and for the attention they will pay to our claims.
We are grateful to be able to report and communicate these issues to Airbnb and hope that our complaints will be forwarded to the above-mentioned persons and any other appropriate people.
We are looking forward to hearing from Airbnb soon.
Sincerely,
Jessica