Firstly the positive about the apartment; the location was great, very close to Pitti Palace with many cafes and restaurants just a few steps away. Unfortunately the apartment is neglected, unclean and the host disinterested.
* The bathroom smelt damp and was covered in mould in the shower area which is a health hazard.
* We had a single sheet on the bed and were very cold. We informed the host who said that in the drawer was a duvet (no cover on it) however the duvet had stains on both sides and we couldn’t find any covers to put on it. When we informed the host he said we must have caused the stain!
* My partner had small marks on her back in the morning which looked like bed bug bites. Again when I informed the host he said she must have got mosquito bites but it was cold at night so my partner was always wearing a jacket when we were out.
* There is visible mould on the wall in the bathroom. We reported our concerns to Matteo about the mould, after 3 days we began to cough, but again he wasn’t interested. We found his communication to be very poor and sparse.
We were told to text him when we were 10 minutes away from the apartment, the booking details said ‘host greets you’ so naturally we assumed that when Matteo asked for 10 minutes warning that we were near that he would be meeting us. We waited on the street (there is no signal whatsoever in the area), we couldn’t call or text from the street so we waited wondering when he would arrive. He didn’t arrive, it turned out that he had unlocked the door to the building for us but didn’t tell us so we were waiting around for nothing. Disappointing experience from start to finish. We understand that mistakes happen but when they do it’s important to apologise and rectify if possible. My partner is a Superhost on AirBnb and has hosted almost a thousand guests so we fully understand the importance of good customer care.