We booked for 5 persons. 3 people would sleep in the bed and 2 on the sleeping couch. Before I booked the apartment I contacted the host about this if it’s possible to come with 5 people (as it also is listed on Airbnb).
However, when we arrived there were only beds for 3. When we entered the apartment a trash bag with the dirty laundry of the previous renters was in the room and it smelled horrible. We were also missing the utilities, towels, sheets and bath mat. And the cutlery was very dirty. When we arrived we immediately contacted the host about the missing stuff, most important the sheets so we could sleep.
We came in contact only the next day, the contact was with the employee of the agency checkmyguest. That’s the in between party from this host and the guests. Our experience with the employee on the telephone was really unpleasant. He said we should fix the problem and buy all the missing stuff ourselves. There was nothing they could do. We tried to explain him that we are the guests and when it’s listed that these items should be there, definitely the basics like sheets. He kept on saying it was our problem.
We contact the host via the Airbnb messenger. The host replied that he will bring the missing stuff and pick up the bag of dirty laundry that day. Day later still nothing was fixed and the host said that we should buy the items ourselves and he will refund it. When we said that he should fix the problem and help us with this he always replied I will pass it on to the manager and he will contact you. In the end the manager never contacted us. On every message we send the host would reply: the manager will contact you. Totally outsourcing the problem of his Airbnb to another (maybe not existing person) and not try to anything be himself to resolve the issue. So our overall experience with this host was terrible. They promised to help us and in the end nothing happend.
We asked Airbnb to intervene and they had also a hard time reaching the host. In the end we got our money back for the 2 extra guests because Airbnb intervened.
The appartment itself is nice, a bit small but fine to sleep in (when you have the sheets etc).
Our experience was unfortunately quite bad. We are very disappointed with the communication of the host and the promises he made and not kept. In our eyes, he did literally nothing to help us and fix the problem. Also, if a host decides to outsource help for another agency (like checkmyguest) be sure that they can actually help the guests. It’s very unpleasant if you need to worry about these things on a holiday and the communication with the host and agency is very bad.