The worst Airbnb that we have stayed in with awful, argumentative customer 'service'. As a result, we only stayed for 3 of the 4 nights we had book and have been waiting over a week to hear from the manager regarding a refund (although keep receiving antagonistic emails from other staff members). Have never written a bad review before but felt this was necessary.
Firstly, the airbnb has a noise level detecter. This detector also monitors temperature, movement, devices connected to wifi and humidity of the apartment. Essentially it knows when you've had a shower, when you're in the apartment, when you do work or watch TV or go on your phone, when you're talking or singing or having an argument. We were not asked to provide separate consent for the use of this so please be aware of this level of monitoring before you book. During our staff sent us screenshots of the monitor for the apartment below us and so please be aware that the detections of the monitor are not kept private.
As per a number of other reviews, the apartment was 13 degrees Celsius when we arrived. The information booklet did not provide any information on how to turn the radiators on and when I contacted the helpline, the staff were very unhelpful telling me she didn't know how they worked and laughed at me on the phone. When we suggested to another staff member that the heater should have been on low for before we arrived, the staff member I spoke to about this in the morning was argumentative, stating that the heating had not been put on any earlier due to climate change. This argument breaks down quite quickly once you realise that the lights in the bedroom were left on, that the apartment has no easy way to recycle and that a low level heating on is much better for the environment than blasting out the heater when we arrived at 22:30.
When we arrived both the towels and bathmat were covered in hair, these were replaced on the Saturday morning with new towels that also had some hair on them. Crockery was visibly dirty and we had to rewash everything we used. The bathroom also smells of stale cigarette smoke.
It is not possible to stay here longterm; while the listing notes, ‘pots and pans, oil, salt and pepper’. Pots and pans were provided but oil, salt and pepper were not. There was also no bottle opener, cork screw or tin opener. The kitchen does not have anywhere to dry pots and pans when washed.
The apartment is very noisy. We were able to hear all of the conversation of the apartment below us which was both annoying for us and not very nice for them. This prevented us from working in the apartment and we were also woken up both nights. The person who responded to this complaint was antagonistic, sending us data in an attempt to prove that we were wrong. Ultimately, the data demonstrated that there was a peak at the time we said we were woken up therefore proving we were not lying (why would we?). Irrespective of the data, we were woken up and could continue to hear their conversations. This suggests that there is insufficient soundproofing in the apartment.
The poor customer service was the biggest issue of our stay. Staff members argued with us when we complained about the noise and were argumentative and antagonistic on the phone to my husband.   We last spoke to a staff member on Sunday evening and were informed that a manager would get back to us on Monday morning regarding a request for a refund for at least one night of our staff, although preferably more as we left the apartment on Monday as we were unable to staff in this place for another night. It is now 10 days later and we are still waiting for this call back.
Location is very good.