We were really looking forward to staying at Donna's place after seeing the photos and positive reviews. However, we had a disappointing experience with her and realized that we needed to stay elsewhere.
We checked in at approx 5:20 PM (check-in time was 4:00 PM) and were shocked to discover that the unit had not been cleaned at all (e.g. the bed sheets were messy, there were used towels - one of which was stained - in the bathroom, dirty dishes in the sink, etc - photos were taken). As weary travellers, we were quite upset since we had been waiting all day to check in with our luggage and relax for the evening. We contacted Donna and were able to get a hold of her after a few of phone calls. We explained that the unit had not been cleaned and she arrived approx 30 mins after to start cleaning it herself. So, her response time was good but we then found her attitude off-putting. Upon her arrival, she apologized but also commented "this happens," and "the cleaner is only human" and said "I just worked all day" when we tried to express our concern for arriving at an unsanitary unit. Perhaps she was attempting to reassure us but we felt that these comments were dismissive/minimizing and made her apology seem insincere. In the past, the Superhosts we corresponded with have always shown a high degree of professionalism and accountability because they stand behind their product and strive to provide a stress-free guest experience. This was the first time we ever arrived at a dirty Airbnb so we were shocked and expected the Superhost to be equally shocked and offer some validation/empathy/accountability. We personally felt that this level of professionalism was lacking.
We left after Donna suggested that we go for dinner while she cleaned the unit for the next 2 hours. She also offered a refund if we wanted to stay elsewhere. So, we spent a stressful hour trying to figure out what to do next. We ultimately did not feel comfortable returning to a unit that we felt needed more than 2 hours to be properly cleaned (after seeing the state it was in) nor did we feel comfortable with Donna's hosting demeanor - it was not a good fit for us. So, we scrambled, most hotels were fully booked, but finally found a vacant room. We then contacted Donna as soon as we booked it (at 6:54 PM on my call log) to update her and she replied "I wish you would have told me earlier." Again, we felt her response lacked empathy/professionalism. It seems that she was more concerned with her own inconvenience than ours. I explained that we needed to arrange alternative accommodation before cancelling because we did not feel comfortable returning to her Airbnb and did not want to risk being homeless for the night in a different country.
Donna has since agreed to provide a refund, which we feel is only reasonable. If there were no issues, perhaps she would've been a great host. But we experienced a significant issue upon arrival and were disappointed by her response - it lacked the professionalism and hospitality that we have come to expect from a Superhost rating. Sharing to help others make an informed decision. At the end of the day, Donna was not a good fit for us.