We arrived at the apartment expecting to have a really great holiday. But it turnt out to be the holiday from HELL!
When we arrived at the apartment generally I was happy with the look of the apartment. however, after 15 minutes we became disappointment by the cleanliness of the apartment. We had paid for a cleaning service but the house was VERY dirty and seemed as if it was under refurbishment. some of the walls had to big blogges plaster/paint over it, the tiles on the floor were coming off and some of the bed linen and pillows had stains and dirt on them. We also discovered hair on the kitchen table and on the bedside table which did not belong to any of us. We notified the host about some of our issues and he apologised and promised to send out a cleaner first thing the next day.
So we decided to get ready to go out and discovered there were major problems with the heating and hot water. The house was extremely cold! and we were limited to approximately 10 minutes of running hot water a day. We messaged the host to inform him but as it was late we did not receive a response until the next morning, which meant we could not leave the house as we could not wash.
The next morning the host contacted us to send out a cleaner as promised but we informed him that the priority was to sort out the water as we wanted to have a shower. He told us to contact the emergency services line, we contacted them and they informed us that they were aware that there is a problem with the hot water but it should be enough for approx 5 showers, This was very frustrating because firstly how do you measure a shower? and secondly, The host was aware there were 6 people booked to stay at the apartment. If they knew the apartment had a problem with the amount of hot water they could provide they should not advertise that they can accommodate up to 6 people. The emergency services team said that they would contact us back in 1 hour but the call never came, This happened again and again about 5 times and in the end, they said it would be too late for a maintenance person to come.
We discovered the balcony door was broken and did not lock. This made everyone feel unsafe and explained why the apartment was always so cold. Also, during our stay, all the electricity in the house went off. we called the emergency helpline to report this and after spending a while on the phone they directed us to the power cabinet and described how to reset everything. This happened over and over during our stay. We were also having issues with the wifi, which was not working for the majority of our stay.
The next day we spoke to a helpful representative name Nicola and we explained we were really unhappy with our experiences. She sent out the Host Sito. When he arrived we spoke to him about the main issues, for example, the door not locking and the hot water and cleanliness and his responses suggested he had known about all the problems prior to our stay. he offered us another apartment next door to the one we were staying at, It did not have enough beds or furniture to accommodate everyone however he said we could use it for washing. This apartment had heating and doors with locks that actually worked which was great! but again had major problems with the hot water.
When visited by the host Sito, he was very understanding, we explained that we would be requesting a full refund from Airbnb
To finalise, I would not recommend this apartment to my worst enemy. Traumatising experience completely ruined the entire holiday.