We booked the house for 4 adults and one infant.
‌During the situation of COVID-19 pandemic we expected to find a clean house and a polite host for our vacation as a family. Unfortunately that was not the case. For our big surprise we found a really dirty house with very rude and hostile hosts. Totally unexpectable. Our vacations turned to a nightmare. It was really terrible.
‌The house looked like no one has cleaned for months at least, and it had a big plroblem with cockroaches.
‌In the kitchen all the drawers and the cupboards was full of little black and grey things like cockroaches and parasites eggs.
‌The bedroom had a terrible smell of mold, the old playpen was never cleaned and it was unusable for the baby.
‌We imidiatly called the host to ask for cleaning. She mocked us and told us that the place was clean and if we wanted something better to clean it for ourselves. Her angry husband came to buly us and he told us to cancel the reservation, he mocked us when we saw him a really dirty spoon, he wiped out some of the dirt with his finger and he told us that it was clean and safe to feed the baby with that, he also told us that the cockroaches eggs in the drawers where crumbs!
‌After all that my brother imidiatly took his wife and their baby and left to find a proper house to stay. Me and my wife we didn't managed to find another house. We decided to stay there until we resolve the problem via airbnb.
‌When we asked the host to clean in order to stay there she told us that another guest was already in the house. She expected us to cancel. We explained to her that we didn't made a cancellation because we wanted to solve the problem through Airbnb support. What she did was illigal and against Airbnb rules. After that she told us to return to the house after three hours in order for her to clean. She "cleaned" the drawers and the dishes and that was it. She refused to clean the entire house and she threatened us to "call backup" because my brother asked her to bring a proper cleaning service to do the rest, and that we're going to report her on Airbnb.
‌Finaly after four days thanks to Mr. Diogo from the Airbnb support we managed to resolve the problem and found another place to continue our vacations in peace.
‌This host is totally inappropriate and unacceptable for Airbnb services. I hope that no-one else have's that kind of experience again in the future.