Our stay in the apartment was off to a very rough start. We had to wait 20 minutes in front of the apartment for Oscar, who checked us in. Once he arrived, he showed us to the apartment, took pictures from our documents and left as soon as he could. Not even 5 minutes passed when we realized that the apartment was dirty.
We called Oscar and told him that the apartment seems not to be cleaned at all. He then told us on the phone that he realized that as well and that he called the cleaning company already. We demanded for him to return to the apartment. He confirmed again that it was not cleaned at all, using the excuse that the other guests have checked out late and that it was only his first week working for Rental Suites/ Giulio. We left the apartment for someone to clean it.
In the meantime, we have contacted the host through AirBnB expressing our disappointment and lack of guest relationship management. Giulio did not seem to understand nor care for the issue saying now that we have agreed that the apartment will be cleaned everything should be fine for us. After several phone calls and further discussions on AirBnB they agreed to refund the cleaning fee of the arrival day and to grant us a check-out at 11 am instead of 10 am.
The apartment was clean once we returned, however there was not even a piece of soap in the bathroom, and there was still a lot of dust under the bed and in the bathroom. There was absolutely nothing luxurious about this apartment.
The lack of understanding, customer orientated communication and simple friendliness led to my worst experience I had while staying in an AirBnB. Except for the central location there is nothing worth mentioning. I will never return to this apartment.