I want to start with, I believe BnBird wants to provide a positive experience for travelers. However, we were not a success story. We arrived at the 3 pm check-in time to find their representative there and the unit was a total mess. The gentleman stated that the cleaning crew was late and they had not had a chance to clean from the last rental. We were asked to drop off our luggage and find somewhere to go while they cleaned the unit. It is important to note that we had just traveled 13 hours from the US. We did not know the area as it was our first time in Lisbon. We walked until we found a restaurant, ate, and when we returned 1 1/5 hours later we were told they still needed another 45 minutes.
I will say that the images of the unit must have been taken a long time ago before they started renting it out. All of the items were there and in place but they showed a great deal of wear and tear. There were spots all over the sofa, both of the arms of the sofa were leaning like they could fall off at any time, the rug and blankets on the sofa were dirty, there was an incredibly foul odor coming from the trash can area under the sink. Two of the three barstools wobble so bad, they did not feel safe to sit on and I'm only 128 lbs. The double bed was the most uncomfortable and hard mattress I have ever attempted to sleep on.
Then there was the horrible sewer smell that continued throughout our stay. We did not notice the sewer smell at check-in because all of the windows in the unit on both floors were open when the cleaning crew was present. However, later that evening, after we closed the windows the smell was present within an hour. We immediately emailed the BnBird office to notify them. This continued into an almost daily communication on the same topic for the 12 days we stayed. We were scheduled to stay 27 days but left because of the odor. Also, I will add that we also stayed at another hotel for 4 of the 12 days on our own dime.
They sent out their maintenance crew 3 different times before we said ENOUGH and asked for a refund because we left the unit!!! The first two times, the smell got better for a few hours after they came, but it always returned.
After the third time, I informed BnBird that we were leaving the unit early due to the excessive odor and requested a refund for the days were would not be staying. They went from responding to emails within a few hours to not responding at all in over a day. I had to get Airbnb involved in order to get them to respond and give us a refund. We did not ask for a full refund just the days that we were not able to stay because of the foul odor they couldn't correct.
BnBird did eventually decide to refund us for the days after we checked out, they also refunded us for the cleaning fee and the first night since the unit wasn't clean when we arrived and we did not officially get to check-in until close to 6 pm on the day of our arrival.