WORST EXPERIENCE EVER!
We have arrived in Lisbon last Sunday (the 7th) and should have stayed at Edouard’s flat until Thursday the 11th. We have paid 414€ for the apartment (included 38€ of cleaning services). When we arrived we found the flat in bad conditions because it was really dirty, there was dust everywhere and the bed sheets were unclean.
However, we didn’t want to argue with the host so decided to keep on with our holiday given that we had to stay in the flat only to sleep. During that night it was difficult to fall asleep because there were a lot of noises outside the house (the neighbourhood is not so quiet). On the 8th August we left the flat early in the morning quite unsatisfied of our staying but we had some appointments during the day and hadn’t the time to write to the host.
When we came back to the flat in the evening we saw a huge cockroach inside the apartment that rapidly went under the bed and we were obviously really disgusted. We moved the bed to look for the cockroach but instead found dirtiness also under it (other dust, hairs, socks of other people, receipt of a store).
We were disgusted and decided to write to the host to explain the situation, he agreed with us saying that everything was dirty and added that he would ask the cleaning service to come the day after (they should have come today), but we explained him that this wouldn’t be fair given that we already paid for a cleaning service that should have cleaned the flat before our arrival, and asked for a refund because we didn’t want to sleep another night in such a dirty place. They answered instead that it was late and couldn’t help find another solution until today, but given that we didn’t want to pay for another night there and that they didn’t want to help us, we decided to book another place and, after warning the host, we went away.
On the 9th August the host answered us explaining he would have talked with the Airbnb support to give us the refund (without explicitly saying the amount of the refund). We asked for a total refund or at least paying only for the night we stayed in but the host sent us a request of date’s modification where he included our stay from the 7th to the 9th even though we went away on the 8th evening without sleeping in that apartment. Therefore, we decided not to accept the request and go on with our request of refund, and they decided not to answer us anymore.
We have payed 455€ for the new hotel booked last minute in addition to 414€ spent for Edouard’s flat. This is not fair for us because we didn’t create the problem of dirtiness. And given that we paid for finding a clean flat, we didn’t want to stay in such a dirty place for the rest of our holiday. We basically ruined our stay in Lisbon during our summer holidays (just 1 week this year for cause to our works).