This was the worst Airbnb experience I’ve ever had and I am extremely disappointed with the host Anna and the Airbnb customer service representative Joanne. My brother arrived to Anna’s condo first and once he entered the unit, he found that the place had not been cleaned (despite being charged a cleaning fee when booking the reservation). The condo had a stale, foul odor, there was hair all over the apartment (bedding, floors, and bathroom towels), food particles in the kitchen sink and on the refrigerator, as well as mold/mildew all over the shower curtains and the bathtubs in both bathrooms.
I emailed the host Anna about the situation and was told a cleaner would be sent to complete the deep cleaning that I request. When I arrived an hour later to join my brother, the place still had not been cleaned. After I’d been there about 20 minutes, the host Anna and some unknown man arrived with a mini vacuum used to clean hardwood floors.
They removed the shower curtain liners, but did not replace them, and removed one dirty towel with hair on it. Anna had absolutely no cleaning supplies and did not give this matter the attention it deserved, however after I complained to Airbnb, she lied to the customer service representative Joanne, saying she cleaned the place to the best of her ability.
To be clear - no cleaner was ever sent to the condo and Anna’s failed attempt to clean the place did not amount to anything. There was still visible hair all over the condo after the mediocre job done with the mini-vaccum and she did not change the bedsheets which also had visible hairs. We were left without shower curtain liners and could not take a shower. Joanne, the customer service representative assured me she would have the situation resolved within an hour after she was called at 7:25pm. We did not hear from her and after waiting for almost two hours, I called again to complain about the lack of follow up. Shortly after the second call, a full refund was issued.
The dishonesty shown by Anna and her disregard for guests is appalling. To provide dirty accommodations in return is a slap in the face. It’s even more disappointing to be given assurances by Airbnb customer service of a resolution, only to be left hanging without an answer. Both Anna and Joanne ruined my evening. Instead of going to dinner with friends as planned, I spent my night scrambling to secure hotel accommodations. I’m completely disgusted with this entire experience and will never use Airbnb ever again because nothing is worth this type of stress and aggravation.