Unfortunately, we had to find alternative accommodation within the first few hours of our stay due to the unacceptable condition of the apartment. Despite being listed on Airbnb as having an 'Enhanced Clean' where 'the host is committed to a rigorous cleaning protocol developed with leading health and hospitality experts', the apartment was dirty (even by the most modest cleaning standards), which without doubt contributed to the cockroach infestation in the flat and posed a health hazard to us all.
Helena, who kindly greeted us on a late arrival, removed a couple of cockroaches and immediately went to buy several traps, insecticide and some plugs to cover the drains in the sinks (there were none). However, my sons found many more, crawling around in the kitchen, bathrooms and bedrooms, and even on their bed. As a result the kids would not spend any time in the bedrooms and sat out on the balcony most of the night as my husband dealt with the cockroaches in the flat.
There were open food packets on the kitchen shelves, unfinished/gone off milk cartons in the dirty fridge and dirt on surfaces and under the beds, as well as a set of 'worn' female clothes (underwear still in a pair of jeans) in one of our wardrobe drawers in the third bedroom.
Approximately 50% of the lights were not working at all, some flickering if turned on, and there was no hot water, and no water at all from one of the taps.
It is a real shame, as the flat is in a wonderful location and Jorge, our superhost, seemed very friendly via emails. Of course, the cockroach infestation could not be solved without professional pest control and proper, thorough and continued levels of cleanliness. For everything else, if our host had been upfront and honest from the time of the booking, we could have also been understanding and taken the lack of hot water and functioning lights, (as far as the electrics were safe), with a generous spirit given the difficulties that the COVID pandemic poses for everyone. However, not having cleaned the flat in such times as a pandemic, putting my family at risk, is simply unforgivable. Helena apologised for many of the faults/issues as we were shown around, so they were clearly aware of many of the problems. The attached pictures tell a sad story, but we sincerely hope that these serious issues are dealt with as this flat could be amazing and is in a beautiful location.
Although we were disappointed and missed a night's sleep, both Jorge and Airbnb responded swiftly, as needed in the early hours of the morning, the booking was canceled/reimbursed immediately, and we were able to find an amazing apartment where we felt very safe for the remainder of our visit, despite the pandemic.