To start with the positives, Brian + Heather were extremely gracious and responsive hosts who did their best to answer our complaints in a timely manner. This apartment is gorgeous, spacious, and located in an incredibly central location.
Unfortunately, there were many aspects of our stay that made it less than desirable. To start, following booking we were met with many additional fees: $50 to check in early and $40/night for parking (which was not guaranteed and could not be confirmed until the day prior to our stay despite the listing saying parking available). We agreed to the charges for convenience, but were incredibly disappointed to find that despite paying extra to come to the apartment early, the apartment was not entirely clean. The surfaces of the kitchen were covered in dirt and grime, and urine was caked on to one of the toilets. Additionally, the apartment was missing soap, paper towels, toilet paper and garbage bags. While the hosts were responsive and able to get a cleaning crew over quickly, the crew did not clean and only dropped off the soaps/paper products in a bag on our door. We ended up going out to get cleaning supplies to finish the cleaning ourselves. We were extremely unhappy with this especially considering that we are in the middle of a global pandemic, and cleanliness is paramount. Additionally, Brian + Heather's continued insistence to send people to the apartment to address our concerns without coordinating times to ensure we were out of the apartment was extremely negligent - again, in the middle of a global pandemic, we wanted to limit our interactions with other people in a closed space like the apartment.
In addition to issues with cleanliness, we found that the dishwasher was broken and the handles on one of the showers was missing, rendering it useless. Additionally, we could not properly adjust the thermostat such that we were freezing our first few nights. Finally, the remote to the TV was missing and we couldn't find it for over a day. While Brian + Heather sent over a maintenance team to help with the thermostat within 24 hours of our complaint, someone could not come to fix the dishwasher until day 4/5 of our stay. The shower remained unusable during our entire stay. This was frustrating to us, as we paid for an apartment with these amenities. Moreover, Brian + Heather's insistence on continuing to send people to the apartment was negligent, as described above. It was clear to us that no one had been to the apartment to ensure it was up to code before our stay began, which we found to be irresponsible especially given the amount charged for the stay.