No communication from host until I inquired the day of check in for assistance accessing check-in document, as air bnb app wouldn’t let me click the link for some reason. Received a message from the host - saying they would contact us one week prior to our stay with information (which clearly didn’t happen as we got it day of).
We arrived later in the evening - check in process was ok. Easy enough, but a lot of steps for where to collect apartment keys vs parking fob etc. There was no welcome manual, no instructions on how to use the washer/dryer unit (the reason we booked this apartment).
We got inside only to find out that the apartment had not been cleaned well - bathroom/kitchen areas (hair/debris/residual food etc). I immediately tried to contact the host, and it took awhile to get a response. It was later, so I half expected it. The host apologized and offered to get a cleaner back in the next day to address our areas of concern. This was absolutely the only option as it was so late, so we appreciated this gesture. We didn’t feel comfortable using the bathroom facilities until they were clean however, so after a long day of travel, my fiancé spent time cleaning the bathroom so we could get cleaned up.
The next morning the host confirmed the cleaner would be coming. We asked that they consider reimbursing us our cleaning fee, since we’d done some cleaning ourselves. They agreed to a partial refund.
We also booked this rental as we are travelling for one month and needed a place to do laundry. We couldn’t get the dryer working at all, and so I asked the host if there was anything specific we needed to do in order to to get the dryer to work. We got no response at all.
I’m assured this is not the typical experience, and we booked this place based on previous reviews, so I’m hopeful for future travellers that our stay was an anomaly - but after our experience I would not recommend renting from Tom. It was an extremely frustrating experience - one that I’ve never had from any other host on air bnb.