This was certainly the worst experience I have had through Airbnb soo far. After discussing things with Juana a month before arriving in Madrid (from Australia). I booked a long term stay, under the guise that it was a well- located, safe, tranquil place to live, with one other person. I was also under the impression that a hairdryer, breakfast, shampoo and soap were included in the price. The reality turned out to be a nightmare.
To begin with the host didn't realise that I was coming on January 1st, saying that her app had said January 2nd. I'm not sure how, so this was stressful leaving the airport and I was told I could wait on the street for her, luckily she was there. Breakfast was bread, I needed to defrost, butter and marmalade. The host made no effort the first day so go and buy something. I went to the shop after 30 hours travel.
Then there were just continuous issues around communication. Juana would take 2-4 hours to reply to me, when she did for example, when there was a party in the buildng and neighbours yelling at eachother, her response was to "to go sit in the lounge room". Likewise she had a lunch time dinner party so to speak, this was all afternoon on a day I had and I couldn't use the shared areas. I mostly stayed in the small bedroom as I certainly did not feel comfortable. I had asked her before coming to Australia, if it would just be her and she had assured me it would. This was not the only time this happened. There were also numerous arguments between the neighbours that week, it actually sounded like domestic violence. Juana actually found this funny saying it was old women living upstairs. Needless to say any concern was not heard. The last straw was when here was a large amount of rubbish in the staircase, cigarette butts, empty alcohol bottles and someone had taken a sh*t on the door step. There was also evidence of people shooting up right outside of the apartment. Juana was away this whole weekend, which she did not notify me off and was impossible to get a hold of, so it was actually quite confronting in terms of me own safety as a young woman alone. After this a bilingual friend tried to assist me with talking to Juana and asking for a refund, Juana afain talked over us and did not hear our concerns she also said she wasn't obligated to return money as 'none of this is my fault'. Actually alot in terms of communication, description of the house, having friends over and providing what was advertised is, in terms of what happened in the corridor, this also did not match with description. Juana complained that I was making her bills higher as I washed my sheets, this was after I was very unwell and told her I was doing it because it was hygenic for both of us. The last straw was when I used the bathroom before work for what she claims was 30 minutes, regardless she banged my door down and verbally abused me, when I tried to say can we organise times to use it then, she spoke over me and repeated herself, slammed the door half way through my speaking and left without hearing me. It was at this point that I got Airbnb involved and they helped to resolve the issue. Needless to say it was a stressful, crap week for alot of money and I ended up in a hostel. I'm unsure how Juana has become a superhost, she admitted she only had had people stay short term before, and had mentioned that I received a discount for a long stay, so perhaps that's part of her attitude, but it was horrendous. Juana's description of herself as tranquil and reasonable couldn't be further from the truth. She was short-sighted, lacked empathy, was ingenuine and at times hostile, not to mention impatient and did not listen. I would also like to add I was pickpocketed in this area and that Malansana is not the tranquil, safe place it is described as. I have since heard this from locals, you can get safer nicer places for a cheaper price than hers.
I have hosted, I have lived in South America for 2 years, and East Timor for 6 months, I am not new to travelling in foreign countries alone as a woman and have worked as an aid worker. I have my wits about me, but this was horrendous, never would I treat a guest this way or been treated this way as a guest before. Airbnb organised a partial refund and said they will investigate. so be ware!