I am hesitant to even write this review since I know how heavily hosts rely on ratings and reviews to maintain their business, but I have never had such a bad experience with a host. Our experience began positively with Fernanda responding quickly to an issue with check-in and we were pleased with the apartment once we were able to access it. After dinner we returned to the flat and spending time in the kitchen area until we eventually moved to the bedroom to get ready for bed. We unfortunately then saw a bed bug and immediately contacted Fernanda as we were not comfortable sleeping there after seeing a bedbug. she very understandably did not respond at first because it was very late at that time so we told her we would contact AirBnB support. After hours on the phone with support, we were able to get a refund. We left the apartment exactly as we found it, cleaning the glasses used, but did not make the beds (we had searched them for bedbugs but did not ever sleep in them).
The next morning I woke up to cruel and harassing messages from Fernanda, accusing me of scamming her, calling me a “low-life thug.” I tried to calmly explain that we did not have any bad intentions by contacting support, we were just looking for a solution. She accused me of breaking the bed and other things (she did not specify), but the flat was left in the exact condition we found it. I’m very disappointed in the way I was treated after trying to handle the situation very calmly.