Such a disappointing experience! I booked last year December for our first family trip in Vegas, but had to reschedule the trip due to certain circumstances. I picked this place due to its location and some good reviews. We just arrived from a long hot drive that afternoon.
I was thrilled to see the place, it’s centrally located. But the parking structure was too dark and confusing. We were glad to find the guy on the check in counter nice and accommodating. We’re really excited to rest upstairs but when I opened and checked out our room, I was EXTREMELY SHOCKED to see a woman still sleeping on our bed. I immediately called the host. A lady picked up saying she was Ayanna, she assisted me, I told her what I saw and maybe the previous guests fell asleep and forgot the time that they should have checked out already and maybe there was a misunderstanding with the booking. She told me she would check with her cleaning team to see what happened and would give me a call back within 10-15 mins. So we all waited outside the room with my senior parents. 20 mins had gone by, it’s getting hot outside our room and I didn’t receive any updates from the host yet so I tried to call again, I was redirected to Ayanna and I asked if it’s possible for her to send somebody from their team or the security to knock and check the situation, she said “Excuse me?!” in a way that I didn’t expect, she added that she’s still trying to contact their housecleaning team to see what’s up, and how could she be able to update if I kept calling. How rude! FYI that was only the 2nd time I called… due to my frustration it left me with no choice, I had to go down to see the security when in fact it was clearly explained to me after I checked in that any concerns would be handled by the host only, since it was a private unit and it’s not under the management of the hotel anymore. I was thankful two security men gladly assisted me. I just waited downstairs. When they went back, they told me that the host would have to rebook us somewhere since I couldn’t be able to stay in the room that night. I was so confused why. What a stressful situation! Didn’t receive any updates from the host, so I called 3rd time and the same lady picked up, said she’s about to call and unfortunately that’s their CLEANING LADY. To find the cleaning lady passed out on the property we were supposed to stay in, and finding out she was probably high or intoxicated is completely unacceptable. Not to mention the very poor customer service I received from Ayanna. Our whole experience with this Airbnb and host were extremely horrible. She asked if I wanted a refund but they couldn’t give the total amount for that night.. gave me the option that I could still come back tomorrow afternoon instead to check in or they would rebook me some place somewhere for that night. I accepted her offer that she would find a place for us since it’s already 6pm, and I know how hassle it would be to find a place to stay last minute knowing it was also Father’s day weekend and I was with my senior parents and they badly needed to rest, she agreed that I could still decide until tomorrow morning regarding in the previous place. As their guest, given that kind of situation, and the price of the room, I definitely deserve to be treated kindly with their customer service. I am seriously disappointed!! Hoping their customer service skills will be improved and should learn to be more PATIENT NOT ARROGANT, also the house cleaning team must be more aware, so the other next guests won’t experience the nightmare we’ve gone through.