This was the worst Airbnb experience I ever had.
When we wanted to pick up the keys, the keybox in the café was broken and the servers didn’t know what to do about it. The flat wasn’t cleaned at all. There was hair on the floor and the toilet. The bath and kitchen were dirty. We didn’t even have toilet paper. The bed sheets were also covered in hair and stains, they simply didn’t change them. They didn’t take the trash out, there were used cotton swabs in the bin. We also found dirty underwear on the bathroom floor. It was disgusting.
We explained our problem to Airbnb and tried to cancel the booking as soon as possible. The flat owner, Carla, told us that she can’t offer us a reimbursement because she insisted the flat was clean. In the end Airbnb cancelled our booking and we got our money back, which was the only positive thing about this incident. When we tried to contact Carla in order to find out where to put the keys, she didn’t answer our messages and we had to call the firm HostnFly three times until someone picked up the phone.
It was extremely stressful and we had to book another accommodation that day that was way more expensive. Previous guests had similar problems.