Well, where do we begin. Before we came, we had asked the hosts for reassurance that the bad things mentioned in some previous reviews had been fixed. We were told that they had. However, when we arrived, over the first few days of living there we discovered the place was old, broken, covered in mould and smelled horribly of damp and sewage everywhere. There were holes in doors, the windows and balcony doors didn't lock properly, there were ants living in the bathtub. Unfortunately, we didn't catch these problems until a few days in when we began using more things and discovering more issues.
When we reported these issues to the hosts and requested a partial refund for the problems we encountered, they sent people round to inspect our problems and confirm that we were not lying. They did confirm we were not lying, however, we noticed their boss had told them to clean the mould away. We were then wary that this would mean the owner of the apartment would state we were being unreasonable in complaining as they had sent someone over to clean. Oh how right we were. We asked for a reasonable partial refund due to the place being an unclean and inaccurate listing, posing multiple health and safety issues due to broken floors, unlockable windows/doors and severe mould (baring in mind we had two young children with us whose health we were very worried about when we discovered mould hidden in their room and on the beds they had been sleeping on for 3 days). We were ignored for several days.
Finally, we had to go through the Airbnb resolution centre when the host finally acknowledged us just to tell us he thought we were lying, professional blackmailers! Absolutely outrageous.
We managed to get an Airbnb Case Manager to review our complaints and photo evidence and thankfully they helped us resolve this by offering us a decent refund which we are more than grateful for.
Host Wise and this apartment has been terrible, do NOT recommend.