Worst Airbnb ever / Covid policy not followed / Owner combative and ineffective
Not in compliance with Air BnB 5-step enhanced cleaning process / Health and Safety requirements for Covid.
Bathrooms not cleaned or sanitized
Human hair left on Bathroom countertop.
Bathroom doors and door handles visibly dirty
Balconies and patio furniture not cleaned or sanitized
Animal excrement on Balcony floor.
Golf cart unwashed and not sanitized
Other Items:
Water shut off during our stay
Pool and Jacuzzi out of service due to construction. (We were not notified)
Owner’s communications were erratic, combative and confusing.
Owner promised to make things right, but did nothing.
My husband and I took great care in picking out the perfect Airbnb to celebrate my mother’s 84th birthday, who was traveling from out of state to celebrate with us. We loved that the unit had balconies with a view and included unlimited use of a golf cart.
Upon arriving at Avalon, we were pleasantly surprised that the property manager allowed us to drop off our luggage in the unit before check in and before it was cleaned.
After dropping off our luggage we made our way to the golf cart to do some sightseeing. We found the golf card filthy inside and out. (See picture) We went to the nearest public restroom and got paper towels, soap and water to cleaned it before using. We literally could not see out of the windshield due to the heavy layer of dust and dirt.
Upon check-in we were confronted with a notice taped to our door that the water was going to be turned off the next day. I immediately sent a picture of the notice to the property manager, Chela, and to Kim, (the owner) asking them if they were aware of this. We also noticed that there was confetti on the bathroom floor from the previous guests, (was the bathroom even swept?) and that the bathroom counters, floors and doors were dirty. (see pictures). In addition, the balconies, and the patio furniture on the balconies, were dusty, dirty, and stained. The mess on the balcony included animal feces on the balcony floor and cigarette ashes on the patio table. This was all tell-tell sign that the balconies had not been cleaned or disinfected or even wiped down, since the previous guests.
Communication with the owner, Kim.
I contacted Kim by phone within 30 minutes after check-in. At first she apologized and said she was going to make it right. Later, her text messages went from apologizing and offering compensation, to telling me about her personal problems, accusing me of threatening her, and telling me I was pissing her off and that “she can get mad too”. She also told me I that I had no idea how hard it was to run a business during covid, and how hard it was to get housekeepers on Catalina Island. In the end she offered me this:
$200 gift certificate for dinner on the Island (she never sent it)
Golf cart cleaned by 9 AM the next morning. That was not done. I sent her a picture of the untouched golf cart at 10:30 that morning.)
Cleaning crew to come in the next morning. (No one ever came. I notified Kim by text message)
Kim did offer that we could leave the unit immediately for a refund. However, we had nowhere to go and It would have further disrupted our birthday celebration with my mother.
After checking out, Kim texted me: “Can we talk about discount today?”
I replied, “Absolutely, We just boarded the boat for Dana Point. I’ll be available to talk anytime after 2:00.
She never contacted me.
Upon arriving home I opened up a claim with the Airbnb resolution center and stated my complaints. Kim had 72 hours to answer according to Airbnb policy. She never answered. I then involved Airbnb in the matter. To date it is not resolved. Airbnb explained that I did not qualify for a partial refund because I had to contact them directly within 24 hours of check in to qualify. However, I DID contact Kim, the owner of the unit and a representative of Airbnb, within 30 minutes of check in to inform her of the conditions of the unit.
I understand that it is my decision to travel during these covid conditions. But I trusted Airbnb to follow their Covid cleaning procedure posted on their website. That did not happen.
It’s seems unreasonable that Kim, AND AIRBNB are not held accountable to following the Health and Safety procedures that are posted on their website.
For the attached text messages. My communications are blue. Kim’s are black and white