While the checkin process was seamless and the team working with/for Jordan were easy to deal with , the actual unit itself was disgusting.
During checkin, the cleaners were handing over the keys to Jordan’s teammate, giving me the impression the unit had just been cleaned and was ready for us.
Altogether, my friend and I were in the unit for about 4 hours. The unit was very musty, possibly due to the humidity and not having the windows opened often. We had a fan oscillating and the windows open to let some air in, yet the hallway air was fresher than the air in the unit.
Now on to the actual cleanliness. On top of the musty air, the shower walls had multiple short hairs and soap residue all over. The floors throughout the unit were incredibly dusty and covered in hair. The bedsheets were not cleaned, but the bed was made. The fitted + top sheets and pillow cases were covered in several different types of hair, including pet hair. This was incredibly upsetting as my friend has allergies and the host rules stated “no parties, no pets”, giving the impression that there would be no risk of allergens for guests, present or future.
While I understand this may be the cleaners fault and not the host’s, I feel hosts have duty to check the state of their units before the next guest.
When communicating with Jordan/his team via the chat message, they were quick to respond despite the late hour on our first night. We ended up checking into a hotel the same night for the duration of our stay and were able to meet one of the team the next morning to give back the keys. Jordan/team offered to send cleaners first thing in the morning, but our stay was only three days, we didn’t want to deal with having to wait to see if the unit was adequately cleaned.
While I understand Airbnb doesn’t allow hosts to refund the entire fee, I didn’t feel it was right for Jordan/team to try and still charge us for the first night. I ended up requesting the full amount (fees excluded, which was more than the refund they initially offered) through the reporting portal on Airbnb. An Airbnb agent got in touch and we went through the situation/conditions and was able to offer a complete refund (fees included). They offered to find us other Airbnb accommodations, but we remained at the hotel for the duration of our short stay.