**ROACH INFESTATION** This unit was infested with cockroaches and the owner / property manager JONO did nothing about the situation except assure us that they will fumigate once we checkout! Communication and customer service / hospitality is very poor with this property manager, she clearly has no idea how to handle situations of this nature. WE first noticed a few small roaches in the kitchen and inside the toaster. We immediately notified Jono with photos of the roaches but she did not respond. We sprayed a can of insecticide everywhere we could but with no success. By the next day, Jono had still not responded to our messages and we contacted Airbnb, only after this did Jono reply. Her response.. She will send a can of Doom insecticide. This promise was made Friday morning... We waited for 2 days with roaches already in the towel sets and in between kitchen utensils(we bought insecticides to spray but nothing helped). We begged Jono to do something but she only responded to say she will have the place fumigated once we check out. We then lodged a complaint with Airbnb and a can of insecticide was dropped off by Jonos "assistant" on the Sunday..3 days after we brought the problem to her attention and only after Airbnb were notified. When Jono did reply she assured us that once we check out she will fumigate, in the meantime we should live with these roaches crawling on kitchen utensils, bed sheets, towels, etc. She offered NO assistance at all. The insecticide she sent had no impact on this infestation and we had no choice but to find alternative accommodation. Not once did Jono check if things had improved or if she could assist in any way, her modus operandi is to ignore and avoid until the problem (us the client) checks out on their own. DISGUSTING AND FILTHY PLACE!
JONO please read this... I will post a few tips here for you as I know you will not read my messages. Next time you encounter a problem like this, try one of the following steps instead of your ostrich strategy of hiding until the problem goes away (I'm assuming you were hiding as I could not fathom that someone that works in hospitality would simply not care or did not know how to respond)!
1. Respond to such problems immediately, assure the client they have your full attention.
2. Offer viable solutions. You could've temporarily moved us to another apartment while you cleaned and fumigate the one we were staying in. Or, purchased an industrial strength fumigation product that is safe to use around food stuff (I would've still offered to remove the food stuff from the apartment for the day if you offered this).
Come and inspect the problem first hand and come up with solutions to ensure the well being of your clients are being seen to. Living in this apartment was a health risk and you decided that this is what we deserve and paid for.
3. Follow up with the client to see the issue has been resolved... It sounds easy but for you it would've been hard as you would have had to actually face the issue at hand.
Now I'm giving you these tips because these things happen, infestations and broken appliances, burst pipes, etc... It happens, but your attitude that we should continue to live like that until checkout was totally unacceptable and we did not deserve to be treated with such disregard. Do better Jono.