The key was supposed to be in the lockbox at 3pm, it wasn’t there until 4pm. Then when we arrived at the apartment, it was difficult to find it, no number or name on the door. We opened the door, went into the bedroom, the sheets hadn’t been cleaned. Went into the bathroom, the towels were all dirty in the shower. Went in the kitchen, a used water bottle was sitting on the table in the middle of crumbs. There were dishes in the sink.
I contacted Louis because evidently cleaning had not been done. He answered after a little while, not apologizing. We stayed in the apartment for 2h, messaging back and forth with Louis who took a long time between each answers, not trying to reassure us or trying to find a solution. We were then told that it was an error on the part of the cleaning company and we were just told that they could only come the next morning, without any solution given or not even refunding for the first night. Obviously we weren’t going to stay in an apartment where we had to sleep in somebody else’s sheets and had no towels. It is crazy to see this during a pandemic. Louis could have found a solution but obviously didn’t care and was pretty much unapologetic. We decided to leave and not come back in the apartment for the whole length of the rental (which we booked one or two weeks in advance). I never had to leave a bad review on airbnb even though I stayed in more than a dozen rentals.
I requested a refund from Airbnb.