I should have known that customer service wasn’t a high priority when I was told that to arrive before 4pm would incur an additional charge (most hosts will try and accommodate this free as a good will gesture). And then it was dependant on whether the cleaners had finished. So effectively a charge for doing nothing.
Everything about this management company is difficult.
I was told that I would have full check in details the day before arrival (most hosts give this as soon as you have paid). But even on the day, I hadn’t heard anything despite frantically messaging and calling and not getting any reply. When I was just 1hr away, I finally got a call back and I had to demand the key codes insisting I had PAID for the property, and they needed to hand them over. They insisted my 4th guest, my son provided his passport though when I booked for myself, partner and other son, I did not have to do this.
It was only then, it was stated that the keys were not at the property but 15mins walk there and back. Not convenient at all, given you can’t then park your car without paying and then have to walk to get them. Or, you can navigate Bristol’s 1 way system which takes 15min as well, on the understanding that you can’t really park near the pick-up point.
On arrival, the flat was disgusting. Hairs and dirt on the floor, crumbs on work tops and tables, , hairs on the bed sheets, dusting done to the minimum. Dirty toilet, and food in kitchen sink. Toilet roll holder on the floor, electric heater hanging off the bedroom wall, door handle coming off in my hands, oven with no visible marking to show how to use it, and cutlery and dishes dirty (I had to load the dishwasher). No hot water which meant I had to message back and forth trying to get instructions. Finally got hot water 4 hours after arriving. Only one of the 2 bathrooms fully functioning. One toilet roll for 4 people for 4 nights was left though details say this would be provided.
So instead of calmly arriving and relaxing, my first day and half of a 4 day break was stressful messaging the host and contacting Airb&b. They did sort a cleaner but it meant that ½ my stay was in a dirty apartment A handyman was promised to come, he didn’t show up and no contact from the host to apologise or explain what was going on. If it hadn’t been so late in the day and I had children, I would have left.
Good points, towels were nice, apartment is big, location is good. This host does not put guests first and is not responsive to messages or calls or when problems occur. Thank goodness Airb&b stepped in and gave me a refund on most of my stay.