My husband and I booked this reservation for holiday. We paid for the booking with a coupon that AirBnb gave to us due to a major issue we experienced with another Airbnb.
Our flight into Scotland arrived late causing us to miss the last bus ride. We waited for a cab forever and by the time we made it to the location it was sometime after midnight. I want to preface what I'm about to say next with we did arrive late, we probably should have notified the host we were delayed, but it was all unexpected and when traveling from a different country and running around the airport it was the last thing on our minds. Additionally, I'm not sure anything would have changed had we notified the host of our delay unless they would have gone to check everything at the location before our arrival.
We arrived in the middle of the night in the pouring rain with our luggage and we had to run around back to get the key. We come back around the front and realize there is a key in the door on the inside and the door was already unlocked.
We walked into a mess. The cleaning company that the management hired did not show up. All rooms had been slept in, there was hair everywhere, a peed on puppy pad in one of the bathrooms, trash in the kitchen, and something on the carpet that I don't even care to know what it was.
We immediately contacted the emergency number that was provided upon booking to let them know about the issue. She did answer immediately and tried to do everything she could with contacting the cleaning company, but considering the time of night it was impossible. We didn't know when the cleaning company would be able to show up and we had nowhere to sleep. It was a health hazard for us to stay there so we spent hours talking to AirBnb regarding our choices, contacting hotels, and finding a cab to take us to a place we could sleep.
Due to how stressful the situation was and not knowing when it would be cleaned, we were not comfortable staying there and cancelled our booking. The next day we did get a message saying the cleaners wouldn't be able to come until 10 am, so we definitely made the right choice on cancelling the booking.
Despite this being a terrible experience, Sarah was very kind and communicative. And had the place been cleaned before our arrival I imagine it would have been beautiful, but we never got a chance to see it that way.
Dayna offered to pay our extra cab fare, but I declined because I didn't have proof of receipt as we paid cash. She replied again and said she would still like to cover the cost and I provided her with the amount, but we have yet to be reimbursed. Even though we booked on a coupon we are still out quite a bit of money due to having to find new arrangements.
It's hard for me to leave this review because it's obvious that Sarah really cares and wants to provide guests with a lovely place to stay.