Unfortunately, what we thought would be the pinnacle of our vacation, the planned stay (2 nights) in this apartment became a nightmare. The apartment looks great as the pictures show. However, what you do not see is the problem with cockroaches, the apartment is unfortunately invested with them.
We only enjoyed about 15 minutes of awe with apartment on arrival (18.30), as we had planned a dinner in nearby restaurant. We changed in the living room and left our suitcases there. After a wonderful dinner we came home around 22.15-30 to our shock we saw that our suitcases in living room were invested with roaches. large ones came out of the suitcases, and upon closer look many small ones were walking everywhere in the apartment.
For the next 60 min. we were taking all of your clothes out of the suitcases and making sure no bugs were in there. In addition, I tried contacting the host on this matter, and trying to see if this was an isolated matter. I spoke to one neighbour who confirmed his girlfriend also freaked out because of the roaches. The living room although pretty poorly lit (very romantic, but difficult to see all roaches, dark wooden floors et all), had many small roaches, the big ones are faster and smarter and left the scene quickly, I unfortunately was too slow catching them with a water glass. We found additional proof of the roach problem under the glass of the kitchen countertop, a small roach was clearly visible (why the owner did not take the effort to remove this, is strange). In conclusion, it was not an isolated matter and we decided to find a nearby hotel. We were fortunate to fine one, however, the price was also higher than a good deal booked in advance and although a 4 or 5 star did not have the awe of this glamorous apartment.
Then came the battle to get a full refund. The host denied that there was a roach problem, at least initially. Fortunately, we had made pictures and movies and it would be hard to deny this proof, although it was late and the light was poor. The host also accused us of bringing the roaches with us.... and denied any or all responsibility. I stated that this was something I would rather further discuss with Airbnb. When I notified him we would go t a hotel the host, did offer us the studio apartment directly below our invested penthouse. We kindly denied, as we did not want to stay in an cockroach infested penthouse and building. The host was very unhappy with this, because he stated it was a "fair" solution.
Then the discussion with Airbnb, it takes a lot of effort find a way to discuss or communicate problems with Airbnb directly. This system definitely should be improved. at first it was no refund at all, as we the host had provided us with a fair alternative. Excuse me Airbnb, we rented a 3 story penthouse suite for EUR 153/night, and we would have to move to the studio apartment just below, wouw I really call that fair? Let alone we get our friend the roaches for free as well. Then I put a message on facebook on the Airbnb site and, the offer was that we would get 50% return of costs, although we did not use the apartment. With all the proof etc. I felt this was not right, a second post on Airbnb facebook reputed in full refund. But As i stated before the refund was fine, but what about the lost night and morning for washing all clothes, we got a $50 credit on our Airbnb account... wouw that amazing, we loose nearly a day vacation due to poor product and service and we get $50 airbnb credit, not even cash? Our average cost per day was $400-450, ...