I had reserved this place for four days for my birthday at Maui. I was terribly disappointed when I arrived at the house. I checked in at around 11 pm and as soon as I opened the door, I could see an trash cab with overflowing trash that was not cleaned up. The washroom was unclean with used towels lying on the floor and the bedcovers were not changed after last use. It was basically like going into someone’s ‘used’ house at 11 pm in the night.
I reached out to the host but wasn’t able to hear back from her considering the time. I reached out to airbnb and told them that I could wait up to one hour for them to contact the host and clean it or find an alternative solution.
I didn’t hear back from them despite the messages and calling the customer support again and asking my case manager to call me back to discuss the interim solution. After waiting for eternity, I checked into a resort nearby for the night. Later at around 2.30, the manager called me to say that they couldn’t reach out to the host and it was my fault that I couldn’t check-in at the check-in time which was 4:00 pm. Does that how it works ? I have been to different countries and stayed at hotels and other offered accommodations, but I never had my flight right at the check-in time. So probably when you guys book through them next time make sure to check in at check-in time and check out the mentioned check-out time.
Until this point, I was very empathetic to the customer support as it was really the hosts mistake. But this attitude of the customer care made me really upset. I asked them to reimburse my stay for just that night, which they refused to do. This place was originally at 157$ per night but due to the last minute check-in at the hotel, I had to pay 400$ per night and they were not ready to reimburse for just the first night. Such a “customer friendly” behavior.
I cancelled my reservation completely and chose to stay at the hotel for the rest of my vacation as my health and peace is my first priority. I would no way want to stay at a place that was used even if we weren’t in a pandemic situation. But considering the pandemic, aren’t they supposed to be more vigilant in making sure that the safety of their customers is the first priority ?
I would henceforth recommend any of my friends to book hotels even if it’s on the more expensive side. They have people at your service 24*7 and even if you feel it’s unclean, they can help you instantly, health and safety should be first priority.
I’ll also attach the pictures that I took as soon as I entered. I’m never a review writer, but I don’t want anyone to go through what I went through. Overall, my birthday vacation experience with the host and the airbnb totally horrible and draining.