Short Story: This experience has been the worst experience with AirBnB I've ever had! This situation could have been avoided if the place was clean!! This place was DIRTY!! Crumbs and dirt in the sofa bed, crumbs and dirt on the living room rug and around the couch, small ant looking insects crawling all over the kitchen counter and the sink, food still left in fridge, and half used soap still left in the bathroom! I can't make this stuff up. It was so bad I took pictures and video footage. My brother and I left the next day and the company only wanted to refund me a cleaning fee! There is such thing as Guest Policy Refund that is within 24 hours of staying at that location. We no have to wait for AirBnB support to retrieve the refund. Lack of communication and no integrity is my issue with this company.
Long Story:
They are not refunding me the full refund after my brother and I left due to the establishment not being suitable and to standards to stay for MANY reasons. We intiated the guest refund policy within 6 hours of our stay there. We informed the facility about the issues around 5:52pm. I tried calling the contact numbers and had to leave a message. After hours personal "Danny" gave me a call after I left a message about the situation. He informed me that nobody would be able to come by or contact me till the next morning. Mind you there is dirt and crumbs on the living room rug, crumbs in the sofa bed and around the sofa bed, food left in the fridge, small ants crawling all over the kitchen area eventually crawling on our luggage, the soap in the bathroom was left half used, the bed in the bedroom had some dirt on the top and was probably the cleanest out or the entire facility, but I couldn't trust it based on everything that was wrong with the AirBNB. I slept in a chair. Danny said someone would give me a call the next morning, but I messaged them on AirBNB informing them of our experience there and needing a full refund for this awful service. Not only the service but out time for our 1st night was taken away because we had to deal with documenting, collecting footage (just incase the property would handle this case unprofessionally), and looking for other places to stay.
This was our first introduction to Hawaii.
The next day NOBDOY CALLED!! We waited at the place till 9am hoping someone would contact us. We already made reservations and were ready to go. We left and around 1pm I received a text saying they apologize and will send someone out to clean. At this point there's no need. I informed them you can send them but we decided to book somewhere else and would appreciate our refund. Again, NOBODY CALLED to follow up. After already staying at 1 place and now ending our trip at another place they FINALLY CALLED on the last day of our trip. Jeff called to follow-up and ask what happened. I gave him all the information: details of our experience and photos from the stay. He said he would call back in 5 minutes for more information. He then sent me a MESSAGE saying they would only refund the cleaning service!! What!! The guest refund policy is very clear on total refund. I messaged him back expressing how I'm disappointed of the professionalism, lack of communication, and not valuing the time we lost and still losing dealing with this. I'm pleading for AirBNB to help get my full refund because this is not right. I have video footage along with photos of the conditions of the place. I also have messages that was sent back and forth. I read the policy and waited 72 hours to give them a chance to make this right and they failed terribly. Its funny that they contacted me a right before the 72 hour mark. I'm pretty sure people have had good experiences with this management before. However, they need to own up to the lack of attention that was made and release my total refund.
I can't speak for anyone else’s experience, but this was my experience and it pains me to write this review.