Your property would have been ideal for our large family- if we had not arrived to find dirt, mold, fingerprints, dead flies and overall unclean and definitely not sanitary (per your COVID 19 statement) condition of every room in both houses.
Having said that, we made the best of the weekend, and didn’t spend too much time focusing on these details. However, we did take mental note, had numerous conversations and snapped quite a few photos that I forwarded to the host. I would like you to know that our complaint is not about the property or the way it was when we arrived( that is unacceptable, for sure) the biggest complaint is with the response from the Host/Airbnb management/property owner.
I understand there is a long statement of requirements & rules etc., but as a business owner myself, I am disgusted with the unwillingness to take any responsibility or even suggestion of a refund of the cleaning fee. The property is quite expensive, so I definitely did not get what I paid for! That is what happened whether or not I let the host know the second I walked in or just waited to give a bad review, after the fact.
I think it is clear that making money is the number one priority and guest satisfaction is last.
I contacted the host right away, mostly to make aware of these things, so that future guests would not have the same experience. I would like to know this if it were my property. I was
not asking for anything, not a cleaning refund or demanding anything at all.
Their response to reference the rule book however, letting me know I did not follow the rules about contacting them within a certain timeframe, seems to be a way of getting out of the responsibility to provide a safe and clean property!
Anything negative about our stay at your property could have been avoided -had host or Airbnb handled the issue responsibly. Instead, they made it “our fault” because we waited too long to report it. This is bad business! Advertising clean and sanitary property and allowing guests to arrive to well below sub standard cleanliness (especially during these COVID times) is not accurate advertising. Handling it the way they did is total disregard for respectable business habits! I want other guests to know that McKenzie and Airbnb are not at all concerned with the guests satisfaction.