I will start with the positives - the apartment is really well located, specially if you have to take trains from the central station. It's also close to everything you require, such as supermarket, good restaurants, cafes and the metro line and tram line that take you directly to several tourist attractions. The apartment itself felt big and spacious as it's advertised for 6 people (we were just 3). The basement however smelt like mold so we didn't end up using that floor (except for the bathroom) as it felt a bit unsafe for my elderly parents who already have respiratory issues.
The main issue I had with this place is the hosts - they were extremely unresponsive to my messages, were very inconsiderate and uncooperative. The Wifi in the house didn't work at all, I tried multiple solutions myself but nothing worked. I also contacted the host inquiring about it, but they insisted that there is nothing wrong with the wifi. The only solution they offered was to turn on/off the wifi adapter and scan the QR code, none of this worked in any of our devices. Not having access to the internet in a foreign country was extremely unhelpful and was concerning, particularly when travelling with my elderly parents.
I also had an issue with the check-in process which was inconvenient as we had to go to another person/stranger's house and retrieve the keys from him. While this ended up being smoother than expected, going to a stranger's house in a foreign country at 11pm to retrieve the keys made us feel very unsafe. There could have been a smoother process - for e.g., a smartlock outside the apartment like other AirBnB's I have been to.
There was also a safety issue with the door. The exterior door leading to the entrance of the apartment was broken. The only functioning glass door wasn't enough to make us feel safe. We were not informed of this in advance - the host indeed sent someone to fix the door few days after our arrival and informed us that we can get the keys to now fixed door from this person. However, as tourists, we had the whole day planned out and therefore could not stay behind to receive the keys.
In general, all our issues were ignored. The hosts were generally ignorant about them - I would either get no replies at all and if I did get a reply to my message, their reply would come the next day. There was no reassurance or anything from them. I also asked to get their phone number a couple of times, but they refused to do so. What if there was an emergency situation? or if someone had broken in (likely because of broken door)...On our last day, the solution we were given was to checkout and go elsewhere. While this may seem generous, it was very surprising that the solution they offered was to leave, rather than cooperating with us. Finding an accommodation last minute is not very easy and also is very expensive. They knew they had an upper hand in this situation, and it seemed like they were threatening me, rather than helping me.
There were also not enough toilet papers (There were in total of 2 half used rolls...). There are other 'minor' things but the points above sum most of the main issues.
I have had positive experience in all the Airbnb's I have stayed at so far and have given and received positive reviews as a result. This has to be the worst experience so far, solely because of the hosts and their unwillingness to help me. If only they would have been responsive, our experience would have been so much better.