This is the first time in over 100s of Airbnb stays and experiences that I have had to write a negative review. I don't take it lightly as I know how it can affect a host's rating and the impact it can have on future guest's decisions. This is a LONG review as I am trying to be thorough and factual, so if you're considering staying here, please read until the end (or at least jump to #4 and #5). TL;DR is that I ABSOLUTELY DO NOT recommend this Airbnb - just choose another of the 100s of options in Naples.
Pros:
-The apartment itself is spacious and modern with nice amenities (nice shower, large bed, elevator access)
-It was clean and communication at first was prompt
-Good location
Cons:
-Overall, the communication with Fabiana was absolutely horrible, outright mean, disrespectful and bordered on harassment (sneak peak for what she said to me: "You have been arrogant and conceited. An immature girl traveling alone")
-This culminated in her trying to charge me an additional $186, which Airbnb Support found no grounds for and did not make me pay
Situations that happened:
1) I accidentally broke a small lamp when I was cleaning the side table. I immediately reached out to Fabiana via Airbnb to let her know, apologize and offer compensation to pay for the lamp. She responded saying to not worry about it and that these things happen. Nice, right? Well, this will come back up later...
2) There was an issue with Netflix not working, which resulted in back and forth (she thought I wasn't using it correctly, when there was a larger issue) -- all in all, it wasn't resolved and no one was able to come to help figure it out. Not really a big deal, but a minor frustration since I was there for an entire week.
3) There is a convection stove in the apartment, which are typically very easy to use. I've traveled to over 50 countries and am very familiar with how they work. When I went to use it, the stove wouldn't turn on. I tried a few things, googled a video just to make sure I was doing it right and when I exhausted my ideas, I reached out to Fabiana for help. I told her what was happening and she just told me to do exactly what I had already done. Instead of listening to me, she spoke to me like I was a dumb American who just didn't know how to use a convection stove. It ended up being resolved by unplugging the entire stove and restarting it, but man was it an unpleasant journey to get there.
At this point, communication was strained, but the issues were more-or-less minor, so we moved on. The day before I was to check out, I reached out asking if it would be possible for a late checkout if no one else was coming as my flight wasn't until 5:15pm. Fabiana agreed to let me stay until 2pm, which I thought was really nice. I planned my last day around this check out time (got tickets to an event with a friend for the morning and then would have plenty of time to come back, pack, shower & leave).
4) I wake up my last day at 9:30am to a message from her telling me that she had a new booking for that day, that the cleaner would be to the apartment in 30 minutes and I had to get out of the apartment. I was obviously shocked at this as it was not what she had committed to me the day before. I wrote her back saying that it was unacceptable to give me 30 minutes notice and expect me to pack all of my things (I've been traveling for 6 months and had been there a full week, so was fully unpacked) and that I still needed to shower. She said the cleaner could "work around me" as I gathered my things. I told her I wasn't comfortable with a cleaner in there while I was showering and packing and that I at least needed until Noon to get all of my things together, which she agreed too (this is still 2hours earlier than what she had committed to me the day prior).
I then had an incredibly frantic morning - had to run to give my friend the tickets for the event that I now had to miss (and could not get refunded) as I needed to unexpectedly pack. Then raced back to the apartment to pack all of my things and shower. I barely was able to do all of that by noon, but I did make it out of the apartment by 12 (not to mention I then had to then just walk around in 97* heat for 2 hours).
About 5 minutes after I left, I get a *seething* message from her saying that I left her apartment in a completely unacceptable state. Here is the quote of what she sent me, "Honestly, you leave me speechless. You left my home like a grump.I thought you were a good person. I was obviously wrong. And go to break the lamp and the clutter. But the dirt in the kitchen and the condition in which you left the toilet are not reasonable. I'm going to ask for compensation. You're ineligible."
She sent a picture of the broken lamp, the kitchen sink, the kitchen counter, the fridge and of the toilet. I'll break it down here, but feel free to skip to #5 if you want:
-Broken Lamp: there is a small pile of glass shards with a plastic bag next to it. When I broke the lamp (which I had already reached out to her about 5 days prior), I picked up the large pieces of glass and put them in the plastic bag. There was no vacuum or sweeper in the apartment, so I pushed