This is the first negative review I've unfortunately had to write. We were looking forward to our first ever Air B&B stay, but on the evening we arrived we quickly realised that the house had not been cleaned. A pile of used towels sat on the floor in one of the showers, and we found only one unused bath towel in a cabinet and a hand towel. There was rubbish left in some of the bins from the previous guests, but the most upsetting thing was the used bedlinen which we unfortunately had to sleep in. Having arrived around dinnertime several hours after the check in time, we needed to eat, shower - using one towel between us and then put our baby and 4 year old straight to bed after a long day of travel.
We made several attempts to contact the host, including calling and texting her mobile and trying to call on her home phone number as well as messages through the app. We wanted to inform her that her cleaner had not been and we urgently needed new linen as there were no spares available in any of the cupboards. We were lucky that the single room seemed to not have been slept in so we used the pillows from that room to sleep on.
After 3+ hours we received a simple text stating she will look into what happened with the cleaner, but no urgency on her behalf as to providing us with necessities (clean bedding and towels) in the meantime. This first night really impacted our stay.
Thankfully the next morning she communicated that the cleaner would come through and there would be fresh linen provided and an apology for the inconvenience. This was completed whilst we were out for the morning and we thankfully came back to a tidy house.
We were offered that first night free as compensation for the mishap.
The house itself was well kept for an old home, and the heating made it comfortable in the cooler weather.
Communication is definitely lacking with this host though, as we had also enquired about the provision of a cot for our baby in the weeks prior to arrival, but this message was never responded to.