I generally am not one to leave a bad review if a stay or experience is merely mediocre because some things are subjective and what did not work for me may work very well for others. However, our stay here was so stunningly bad that I feel an ethical obligation to share my experience so other guests can make an informed decision before spending a substantial amount of money on this “Plus” listing. We originally booked 5 nights. We barely made it through one.
Our main issue with the apartment, and the reason we were on the phone with Airbnb customer support until 2:30am (and continually since - exactly what you want from a “Plus” experience!) was how incredibly filthy the apartment was. Let’s forget about the scuff marks that were on the walls all throughout the apartment, and focus attention on the two areas of most importance: the bedroom and the bathroom.
The bed was neatly made but clearly the linens had not been cleaned or switched. Our sheets were stained. Add to that the fabric bed frame, which was covered in dust, badly stained including with what looked like crusted male bodily fluid (not sure if my review will get blocked if I type the word). The end tables and bookshelves throughout were also either stained or dusty. We found and killed a bug. Another jumped away and escaped. We slept in our travel clothes, with pants tucked into our socks, the blanket at the base of the bed, and on top of the flat sheet (so we wouldn’t be exposed to the fitted sheet, which was stained).
The shower was, in a word, disgusting. It, too, clearly is not regularly cleaned. The shower head and hose were COVERED in grime and calcium deposits. The floor was covered in grime, mildew, and what looked like black mold in each corner of the shower staff and along the base of the shower door. Even the hand soap bottle was dirty! When the shower was turned on, water came out from the sides of the shower head in addition to the spout. Because of how dirty the shower stall was, we did not shower in the unit.
We took extensive photos and videos of the above, sharing some photos with Carlo, additional photos and videos with Airbnb customer support for our refund request, and additional footage thereafter for further documentation of new discoveries. Everything above is verifiable. While this is my first review it is not my first stay at an Airbnb; we typically just book through my fiancé’s account. But I used my account for this booking since we were cost sharing the trip and it was easier for my to book this stay while she booked our stay in Florence. All this to say, I know not to expect perfection at every (or any) listing. But minimum standards for cleanliness have not been met here.
Other things to note:
Even though the apartment lists an air conditioner as an amenity, Carlo removed the air conditioner remote from the apartment. Apparently, it is “too early” to use the air conditioner in Rome right now. This is ironic, because there is a note posted directly on the front door that says guests have unrestricted use of air conditioning throughout the entire year and to not believe any messages you receive about not being able to use the air conditioner from October - May. We checked in at 3pm, messaged Carlo at 4pm about the issue, and finally at midnight after some back and forth he relented and said he would bring the remotes back to the apartment the next day. Three hours after being alerted to the state of the apartment, Carlo mentioned he would try and remove some stains with a cleaning spray the next day. We were, of course, already in process with Airbnb to cancel our remaining stay and receive a refund.
You should also understand that the living room will not be what you see in the photos. There are no aesthetically pleasing area rugs by the coffee table and couch. Instead, there is an extremely thin bright blue felt liner covering the entire living room. A note says this is to “soundproof” the apartment, but it seems to me like it is more to easily and cheaply protect from a guest spilling something on the floor. The “carpet” is so thin (and covered with dust, hairs, and stains) it could not possibly protect against any sound. The flowers, which look wonderful in the listing photos, were dead on the table in a vase with dirty water.
All in all, this was an exceptionally disappointing experience that really ruined our first two days here. Day 1 was spent on the phone or Airbnb messenger with customer service and Day 2 was spent largely communicating with Airbnb to find a new place to stay for the remainder of our time in Rome. The potential of this apartment is obvious in the photos. If it had looked the way it does in the photos (clean), this would be a 5/5 stay. The apartment size is solid, the balcony is nice, and the location is perfect for all of the sights to see. I cannot stress enough how EXCITED we were to stay at this listing. The pictures of it were gorgeous. We thought it would have been the perfect end to our amazing trip throughout Italy. But if THIS is what “Airbnb Plus” is supposed to be, don’t bother. Get a hotel.