I have been a loyalty Airbnb customer since 2016 and I always got all host 5 stars reviewing except this time!!! I have never met a host like Matteo, his attitude is very rude & dishonest and I spent the most terrible experience in his apartment.
-On the 1st day when I arrived, his cleaning lady named Blanca was there and waiting for me. Unfortunately, in those couples of days, London just met extremely heat wave. I began to look for air conditioner remote control as Matteo described on his Airbnb page. But I couldn’t find it, just two fans in whole apartment. One is in the living room and the other is in the bed room which is Dyson fan. I believe generally people don't think of air conditioner and fan as the same thing. Especially I’m from California in US. Every house has AC. We don’t get used to the indoor space without AC. When I was planning the trip and searched lodging conditions, the AC was my most concern condition to priority consider. I was a little bit disappointed. Blanca then seemed very nice. She initially offered to help me bring a small A/C later because the heat and she also said if need any help just call her( didn’t mention any extra fee if she help me in the future). After she left, I also asked Matteo about AC description. He cleverly glossed over the fact that Airbnb doesn't have that option. I just arrived and I will stay for 6 nights. How should I do? I chose to endure it.
-At day 1 night, when I wanted to take a shower, I found this shower system was very difficult to control the right temperature, and I also didn’t know how to adjust to let water come out from the shower head above. I really tried many ways but it’s still didn’t work. Again, I had 6 years on Airbnb. This was my first time I couldn’t handle a shower. I had to record some videos to send Blanca for asking help. No response. So I called her to ask. Be honestly and no offense, her Spanish-English accent really confused me. Maybe she realized that, she let a man(I don’t know who he is) to answer me in phone call. Couple of minutes gone, I still didn’t make it successfully working. Just when I was about to give up and friendly ask Blanca if she could help me, I found it!
-The next day, Matteo told me Blanca seemed couldn’t find a small AC. He also apologized about the AC description.
About what he said about Dyson has cooling air, I saw the ‘snow’ sign on the panel, but no any difference, no cooler fan out. On the 4th day July 20th, when I was about go out, the Dyson fan suddenly stopped to work. It had ‘!’ Sign on the panel. I immediately messaged Matteo, but he said contact Blanca. I messaged Blanca, no response. Those days, the two fans are as important as the water we need to live. When I asked Matteo again, he said Blanca already come to take Dyson to fix it and put a new fan in front of door for us( which is the photo he sent was a box outside the door). Until then, Matteo & Blanca all didn’t mention any extra fee.
-On the 5th day stay July 21th night, I was about to use washer machine to wash me & my son’s clothes. I carefully read the manual on the wall before I use. It began to work. The whole process was shown to take 2 hrs 45 mins. There’s no drying machine. So I was thinking about I might wait for it’s done and I can hang them on laundry rack to dry before I went to bed. The wired thing was, when the countdown number was 00:14 left, it stopped showing the reduced number. It was still working, but 00:14 was always there. I couldn’t do anything and went to bed. When I woke up at mid-sleep, I heard it was still working. I began to worry about it, but I couldn’t do anything to stop it. On the next morning I woke up, no number showed there and seemed it’s done. I wanted to open it but I found I cannot, the entire metal tank is like an iron cylinder, no access to open it. I immediately reported Blanca about that issue. Because I was in a hurry to get out( the pre-booking tickets are time slots) and I only had one night left, I worried about the clothes couldn’t be dried On July 23th morning(I need to check out). I was very kindly ask Blanca if she can help me to hang the clothes and offered her £1 for tip( for this point, I didn’t have any offense. I just use American’s way to ask for help. No any command, no any offense. If it’s not appropriate in UK, I apologize to Blanca! ). Then I went out. Later that day, Matteo just began to tell me Blanca’s hourly fee is £12( before that, he didn’t mention it) and I need to pay technical fee( it’s very ridiculous). I think it’s inappropriate & unfair. I just used the washer machine once and it had issue during the use. Obviously, this was its old problem. By the way, the washer machine is an old fashioned household appliance. I have friends living in London, when I told them about the thing, they couldn’t imagine there’s still someone was using such old fashioned household appliance.
Now the host ridiculously request me £430 to pay. Those are included Dyson £250, washer machine £60, cleaning lady 5 hr extra £60, broken window lock £60, seems all the household appliances have issues all on me😂! If you want to stay there, pls be careful all the items are very fragile like Toufu!!!
I’m an honest & loyalty person.