I just want to state that we really tried to work with the "Guest Experience Team" that runs this place but we're currently 2 weeks after we checked out without any progress. This place is fantastic to stay at, but we had a lot of minor issues which lead to them becoming a real pain overall.
We were told to arrive at the place after 3pm for check-in, so we all arrived (10 of us) at 4pm. Almost all of us were from around the world so we wanted to get in, drop our bags off and chill. Nope. The cleaner was still there and refusing to open the door. After some really loud knocking, she answered and said she'd be another 2-3 hours. We told her that check-in was an hour ago, and she looked at us confused and said "Come in I'll clean around you." She was really nice and kind, but she rushed the remaining cleaning and we had to finish the cleaning ourselves after she left. Not a great first impression especially when there's 10 of us who just spent 24 hours traveling to get here.
So let's go over the issues, we have pictures of everything and I'll upload if AirBnb lets me:
- Mouldy blanket in the double bedroom at the front of the house
- Alarm had a fault so we didn't have any security during our stay
- Smoke detector in one of the single twin beds wasn't attached
- Rotten food and rubbish all over the front garden
- Key box is too small for all the keys so we had to separate them and put one set through the door
- Mould growing next to the fireplace (Downstairs)
- Tons of food left in the fridge from previous people
- Kettle didn't work, we had to boil water for tea/coffee
- No clean hand or tea towels in the kitchen, we had to wash before use
- There were a bunch of random pills in a drawer in a plastic bag
- There was a suit and shoes left in a wardrobe in the largest bedroom, really weird.
- As mentioned the kitchen was pretty filthy but I assume this was because the cleaner had to rush. We spent a lot of time cleaning this by ourselves.
The host tried to get away with telling us that the issues weren't reported within 72 hours, and started quoting terms and conditions. Luckily we could prove that we did indeed notify them about the cleaning and check-in issue (Which is the root cause of all of the above issues).
Great location, good transport, amazing house but all these little things really killed our experience here. I won't rate this 1 star out of pettiness, but I can't rate it any higher than a 3 for the issues we experienced. I am hoping the Guest Experience Team gets back to me with a resolution asap. I'll update my review accordingly.