I will summarize my experience with the exchange I had with this host, as documented below. Please know if you have any problems during or after your stay this host will belittle your experience and accuse you of malicious intent. I have picture to accompany my message but they will not copy to this review. Overall, we were very disappointed in the accommodation and appalled at the response from this host. I would not recommend anyone stay here no matter how great the location, as that was the best part. This rental is dirty, ill-equipped and the host is unpleasant to interact with when there is a problem.
My message to the host: "Hi Ashley, I wanted to write you first before posting a review so that perhaps we can work this out. I suspect you do not know the state of your airbnb listing. It seems the airbnb you list, that we rented, advertises many amenities that were either unavailable, unclean or not in working order including a dishwasher, microwave, ceiling fan, air conditioner, Keurig and washer/dryer.
I know the ceiling fan/light you mentioned when we checked in and you left a box fan but none of the other problem appliances/amenities were disclosed. The box fan was fine. However, the microwave was in no state to be used by guests. The interior that keeps the microwave from overheating is peeling quite a bit and it was clear that it was not safe to be used, rusted and a potential fire hazard. The washer and dryer were BOTH left with unlaundered and unfolded items in them such that as the guest we would be doing your wash if we wanted to use the machines at all, which is unacceptable. While the air conditioners worked as advertised, it was not disclosed that one bedroom does not have an AC unit and therefore is unusable for sleeping in the warm climate of Hawaii. Similarly the dishwasher is included in your list of amenities but has a laminated sign on it saying not to use it, which suggests that you are aware there is a problem, but it’s not disclosed anywhere in the listing. Also there wasn’t even a clean sponge left for us to use, but there was a malodorous dirty one left on the sink. The towels were stained and while they may just be stains, after seeing the washing machine full of dirty items it was unclear if the towels your housekeeper left for us were even laundered at all. Lastly, the house itself was dirty, and since I know you mentioned a housekeeper cleans for you, you should consider a walk-through of your property prior to welcoming guests. The Keurig machine had mouse poop on it, the sink area smelled rotten and moldy despite there not being any obvious food/mold present, and there were lots of cobwebs around the edge of the ceiling/floor/windows and in the closets. I have photos of all of the items noted, and I’m attaching them here as well.
Overall, you were lovely to communicate with when we had the unexpected power outage upon check-in, however I feel strongly that your airbnb listing is not accurate for the accommodations provided. I would like to politely request a refund of our rental costs to address the many issues including the unusable amenities and dirty accommodation.
We also didn’t see a guest book or any information on the area/region. In general, I think guests would appreciate a list of things to do, welcome information, or your personal recommendations for dining and sightseeing. This may also serve to enhance your guest experience in the future.
Thank you for considering this and I do hope this provides you some useful feedback as well to continue to improve your property, as the location was ideal and I do see the potential for a wonderful stay. Looking forward to hearing back from you.
The host response to resolve a problem:
Mar 4, 2022 Aloha Lindsay, I am so sorry that we opened up our home to you. If you would have communicated your concerns DURING your stay I could have reminded you that our listing states that our home has TWO a/c's, one in the master bedroom & 1 in the front queen bedroom and that our listing does NOT state that we have a dishwasher as an amenity. Please refer back to the listing & check your facts. The housekeeper's text about linens being left in the washer & dryer so you could check in early didn't go through so I didn't realize that was the case. If you would have simply told me that they were in there I could have removed them for you in a matter of minutes, no problem. I would never ask guest to finish laundry. As far as the microwave goes, this is the first I had heard about the microwave & again would have gladly taken care of that if you would have communicated with me. You guys pulled the extra blankets out of the closets & used those during your stay so one would assume you were defenitely not hot or uncomfortable during your stay & again we left you a fan in place of another fan. I don't think I need to remind you that you were in Hawaii, but we have billions of geckos here & a gecko dropping is inevitable. That was NOT mouse poop. Gecko poop always has a little white spot like in the picture above. As far as tiny cobwebs, again you were in Hawaii, there are bound to be tiny cobwebs in any home or property. As a matter of fact we are in an Airbnb in Alaska at the moment, and there are cobwebs! I would never be so silly to mention that to the host. We have a lovely guest book with gold pineapples on it & a binder with all sorts of resources & brochures but thank you for your suggestion. We