Hello,
I decided to come to France for the very first time with my father. It was a small retirement present that I wanted to give him. Our trip on board the flight went well. Our driver who took us to our Airbnb was very nice. We arrived there at 2 p.m. I know that on the reservation it was mentioned that check-in could not be done before 4:00 p.m however, I still tried to call Arnaud to see if the apartment was ready. We got no response. We therefore decided to respect the instructions and enter in the appartment only at 4:00 p.m. despite the fact that we were nearby.
When we entered, the apartment looked like the photo, however there was less light. I figured it didn't bother the important thing for us was to be in a SAFE AND CLEAN place. I wasn't looking for anything fancy for this trip but something CCCLLLLEEEAAANNN.
My father went to the bathroom while I started to inspect the apartment. I always do this when I travel to feel comfortable during my stay. That's how I found HAIR on MY BED. I continued my inspection and also found a lot MORE HAIR on the SECOND BED as well as in the drawers. I looked in the cupboard and I notice that it is broken. The shelf fell and I found an abandoned hat on it.
I tried calling Arnaud but there was no return call. It was only later that his assistant finally called me back. I send him photos so that he can follow up on my situation.After talking to him, I'm towards the shower and I notice HAIR AGAIN which frustrates me. I texted Arnaud's assistant again and asked him if he was sure the cleaning had been done. He told me yes. The room has been cleaned SINCE SUNDAY (That's mean 2 days before our check-in). At the time I was surprised. Arnaud and his associates could have sent us an instant message to inform us via email that the room was ready! We wouldn't have waited 2 hours outside waiting!
Anyway, Arnaud's assistant sent me pictures of the apartment which had been supposedly cleaned on Sunday before our arrival. The beds looked like what we had seen but why there was so much hair??? On the other hand, the photo of the toilet did not look like it since in the photo. The towel and the toilet papers were on the toilet bowl (in the photo) and as we arrived everything was on the counter.
Between Sunday and Tuesday, we don't know if anyone entered the apartment. We wonder if the password to retrieve the room key is changed regularly. We have no idea.
I concluded with Arnaud's assistant that the next day an employee would clean the bathroom and change the sheets, etc. I asked him at what time they will come to clean this place (because I already had a lot of activities during my short stay), but at the time we had no answer. That night, my father and I managed to sleep as best we could and we were looking forward to the next day because several activities were waiting for us in the morning. The next day, Arnaud's partner had time to leave me a message. Unfortunately for me, I didn't have time to listen to it. It's only when I'm out that I realize that he calls me and informs me that the cleaning company is in front of my apartment but NOBODY HAS THE KEY. Apparently THEY DON'T HAVE A SECOND KEY. I inform Arnaud's Associate that I am in a museum and that I am far from housing. I ask him if there would be another time during my stay that the cleaning company could pass. He says no that appointments are made in advance. At the time I was really shocked.
I understand that this time it was my fault. I should have checked my phone despite my very busy day. However I paid for a stay in this apartment. I paid for a product and services that they guaranteed and UNFORTUNATELY THIS PRODUCT/SERVICE WAS NOT DELIVERED WAITING ON MY CHECK-IN DAY. As manager, Arnaud's company could have found a second alternative even if I hadn't left the key! I was so disappointed and shocked that I told him that we were going to manage on our own!
You should know that when tourist travel, their time is limited. Tourists have no time to manage this kind of situation. Everything should be settled by the supplier before their check-in. Since when, manager or owner don't have the double key???
Honestly cleanliness was ZERO. Not only did we find hair but several COCKROACHES (IN MY BED IN THE EVENING BUT ESPECIALLY IN THE KITCHEN). Again, I have supporting photos and video.
In summary, I am VERY DISAPPOINTED with this Airbnb. Despite the comments I have seen on the internet, I WILL NOT RECOMMEND THIS APARTMENT TO ANYONE. However, thank you to Arnaud's partner for answering me even in the end NO COMPENSATION WAS MADE.
It's not the first Airbnb I've rented in my life, but it's the first in France and I'm very sad about the experience.
Please improve your service. This trip was a retirement gift for my father. We are still in a COVID period even though the borders are open and we are vaccinated. CLEANLINESS AND SANITARY MEASURES IS THE BASIS!
BE ALERT!