We had a shocking customer service experience with Sweet Inn, use at your own peril. Should have gone with a hotel…
Firstly, the place is nice enough, in a great location close to different public transport options but seriously overpriced for the budget level furniture and lack of luxury feel for the serious price. We turned up to an uncleaned apartment full of the trash, dirty dishes, dirty bedding and used towels from the previous guests. Disgusting. We had to contact Sweet Inn to tell them it hadn’t been cleaned. This was via the Airbnb app AND their Sweet Inn app as there's no 'live host'. We were left waiting for almost an hour with no reply, nor any indication of what was going to be done to rectify the situation. We finally had to call them directly and even then they wouldn’t tell us what they were doing at first. We were finally informed over the phone that a cleaning crew as well as maintenance staff was on the way (AC was also leaking onto the kitchen floor, previous guests had left a towel and a container to catch the drips on the floor). First person from the cleaning crew finally showed up almost 2 hrs after our arrival and confirmed what we had reported and started cleaning. We were then asked to leave the apt until 7pm so they could clean it.
As a result, my daughter was unable to use the bathroom when we arrived, we lost 3 hours of time exploring the city AND had to cancel our dinner reservations because of no access to clean bathrooms and bedrooms to get ready.
They refused to clearly discuss what the compensation was going to be and just kept stating that yes of course there would be compensation but they would have to speak to a manager the following day first. They didn't follow up OR offer anything to us as compensation until AFTER we checked out AND we had to reach out asking about it. Initially, all they would offer us was the cleaning deposit back. Absolutely disgraceful service for a place that was over €500 per night. A hotel would have compensated us correctly with upgrades or freebies or money back instantly. Sweet Inn did nothing to our satisfaction until we got Airbnb involved. In the future we'll still use Airbnb but will stay away from any Sweet Inn managed properties.