Unfortunately our stay at this place will forever be a bad memory for us due to the carelessness of the host Gabriela. Just as we left the apartment, we realized our daughter’s teddy that she has slept with every night since she was a baby was left on the bed. We could not get back in as we were told to leave the keys inside the apartment. We were stood outside the apartment for more than one hour trying to get in touch with the host and the person who had given us the keys as we arrived. As they were not responding I called Airbnb support who helped contact the host. They called me back and said the host would help to send someone over with keys to let us in to get the teddy. However, she did not call me as requested but instead sent a message saying she was very busy and could not arrange for us to get back in to the apartment. She promised it would be checked the next day and she would arrange for sending the teddy. She told me to tell my daughter she would soon have it back. My daughter was devastated (as any parent could understand). In the following couple of days there was complete lack of effort and the promise of checking the apartment the following day was broken. It was difficult to understand how someone with a heart can show such carelessness. After 3 days we receive a short message that the teddy had not been found although we know exactly where it was as we left the apartment and I had told the host immediately. Now I have to tell my daughter she will never get her teddy back. The saddest thing is that as we knew exactly where it was and realized just after we left the apartment, it could have been resolved quickly with some good will and prioritization. During this whole time the host refused to call me as requested or share her phone number which did not help the communication as we could only write messages.
In addition to this, another problem we had was that the ad for the apartment on Airbnb shows 2 bunk beds in the 2nd bedroom and there is only one, which of course was inaccurate and we would have picked a different place if we had known.