I stayed at the listing between May 8th-May 14th. The purpose for the visit was vacation and to visit family. From the images the property looks very suitable for the purpose of my visit. I arrived at the property around 6:00 PM on the first day and quickly saw a pile of sheets and bedding bundled up on the couch. This bedding was not folded and just seemed odd to me; however, I had an engagement to attend so I decided to follow up with the host about the sheets until the next morning.
I wake up the next morning and send the image of the sheets to the host for an explanation and he advises that it was the housekeeper that left the sheets on the couch in an attempt to cover the couch. I believe there was a communication breakdown between the housekeeper and the host because the host then informed me that there is an amazon delivery with a couch cover. I continue my morning and start to inspect the couch and observe an abundance of dog hair and crumbs on the couch.
I know it says animal friendly however, I did not think that it would include the couch to be covered in animal hair. I moved the sheets and then I found several worn socks covered in animal hair as well. I begin to question the cleanliness of the listing as I have observed two additional pairs of worn socks around the property that did not belong to me.
I then identified a rather large hole in one of the seat cushions to the point the fluff inside the cushion is coming out. This hole is conveniently covered up by a pillow in the images of the listing pictures. I immediately contacted Adam about the big hole in the seat cushion as it may have been damaged from a previous guest and he informed me that he is aware of the damage/hole in the couch and it was mentioned in the listing. I typically read the description of a listing so I was alarmed that I would miss something that important to me. At the time I did not go to verify that it was mentioned in the listing and just responded with “ok” since I had additional vacation items to attend and proceeded to enjoy them. It seems to me the host was attempting to utilize the couch cover to avoid guests from identifying the rips and holes in the couch. Later on when I had some free time I reviewed the description of the property and saw absolutely no mention of a hole in the couch.
The next few days I had several events to attend and did not spend that much time at the property as I was out adventuring Colorado and visiting family.
Fast forward to Wednesday and I’m currently relaxing within the property when all of sudden two random people begin to type in a code to the smart lock and walk right into the property. I stopped them from proceeding further into the property and asked them why they just entered the property and they advised that this was their Airbnb. Adam has two listings at the same property and the downstairs unit has a rear entrance. At the time I was more alarmed that someone just entered my personal space unexpectedly and I was concerned about my belongings. I had an engagement to attend to that night and was not able to sufficiently relax after the encounter. I was able to get in contact with Adam and he advised he provided the guest with his personal code to enter the property because they were having a difficult time entering their unit with the code he provided. This to me was very concerning because, now I have someone that can possibly enter the residence at any time putting my valuables at jeopardy. Luckily, Adam had a lockbox with a physical key that I utilized to lock the bottom lock; however, now I’m inconvenienced with carrying around a physical key when I go out due to this error.
I continued to go out for the evening and attempt to put the issue behind me at least until the next day. I read over the Airbnb resolution center tips and guides to figure out the next steps because I was highly unsatisfied with the stay. I read that I should reach out to the host first to come to terms on a resolution and if the terms were not agreed upon then to then reach out to Airbnb directly for remediation. I reached out to Adam to come up with a fair resolution for the issues. Keep in mind I still have planned activities for my vacation so in between all of the events I’m having discussions with Adam through the Airbnb messaging app. He informs me that he would like to resolve the issue quickly and I’m on board with that since I too have a vacation that I would like to enjoy.
I advised that I should have three nights and the cleaning fee refunded. Adam did not agree with my request and proceeded to tell me that if I did not want to stay the final day that he would be happy to refund me for Friday and that “Friday is a high volume and well trafficked night for Airbnb” and that if I were to depart he would be able to clean and resell that day. Keep in mind that it was approximately 9:25 AM on Friday that he sent this message. So essentially he was expecting me to pack up my belongings, find a new place to stay by 11:00 AM. At the time I was on the way to return my rental vehicle for the trip. I advised that I believe it would be best to continue remediation via Airbnb since we were not able to agree to terms. He proceeded to advise that I