I was recently in Palo Alto for unfortunate circumstances. A family member was in critical condition at Stanford hospital.
My siblings and I needed a place to stay for a few days while we visited our family member and found this place.
Much to our shock, we walked into a dirty apartment.
There was a pile of used towels (covered in stains) in the bedroom. We ripped off the covers and saw that the sheets were covered in hair and clearly not changed between use. There was a used bar of soap and the wrapper laying next to it in the bathroom.
I immediately contacted the host, who got back to me quickly! Which is the only reason I am giving two stars instead of one.
Their solution to offer us was to move to another location. This location was 30 minutes (with traffic) away from the hospital (making it too far for our family members to feel comfortable) also, we figured how could we be assured that place would be clean?
So, we demanded a refund of our cleaning deposit (200 dollars btw, VERY VERY HIGH for an air bnb, especially a filthy one) and we asked that they drop off new towels.
They brought the new towels the next day and said they would give us the refund. Great!
After two weeks- still not refund. I reached out twice- but still no refund. So I reached out to air bnb and they processed the refund, plus more AND a gift card to air bnb for future use in within 24 hours.
This host/company clearly does not value customers or making things right. Especially during such a difficult time, the last thing my family needed was a dirty, uncomfortable and gross place to stay. I do not recommend.
Other things I noticed:
Brita filter was expired
They promised an air mattress but the pump was no where to be found
The fan that was promised was broken laying in the corner
And place was honestly just generally gross no amenities, and very uncomfortable.
For a 200 dollar cleaning fee ON TOP of a 230 (or something) a night fee, this place made a terrible impression.