This was our first holiday after the pandemic started and the whole experience left a very bad taste.
Good - spacious apartment, new appliances, good location, bathrooms and kitchen were clean.
Bad -
a) Extremely dirty floor which looked like it hadn't been swept for weeks. We swept the whole apartment ourselves. After complaining, they offered to send cleaner next day. But how can you walk around in the apartment with such a dirty floor - so we decided to clean it ourselves.
b) Hot water wasn't there on first night. We were given all sorts of stories around wait for 15 min, wait for 1 hr , wait overnight. Later it appeared that there was an issue which was fixed on the day of check-in but was never mentioned before to us - I don't even know if even that was true. All we were told that just wait and hot water will come next day. It did come next day though.
c) Terrace was totally unusable due to building works. This wasn't mentioned in the listing.
d) One of the bathroom had leaky sink, so couldn't use that one.
e) Other bathroom had no space between toilet and door of shower cubicle. This means it was only suitable for a 6 yr old child to sit. Nobody else could use that toilet - poor design. Not a fault of host but something to be aware of. I didn't bother to report this as nothing could be done about it.
f) Second bedroom - heater was constantly on. It couldn't be controlled via thermostat in the room. Even though we switched it off, it kept heating in full blast - so we slept with windows open. Didn't report this as well as by this time, I was tired of all the issues.
I appreciate that things can break at any time without being anybody's fault, but I felt let down by poor customer service. It didn't feel like they cared about people coming in.
a) How can you not see that the floors were so dirty before check-in?
b) How can you not check hot water - especially if you knew it was broken? Or not mention it at all and keep on making stories?
c) When we complained about terrace being unusable, person doing check-in was very dismissive of our complaint and said it didn't matter.
We wanted to move out of the apartment on same night due to so many issues, but the host refused to give us refund. Involved Airbnb support on the same night but they were of no use at all - they still haven't responded even after vacation has finished. Host offered us some refund after couple of days which we felt wasn't enough but there's nothing I can do about it as AirBnB are not responding to any support queries at all.