What a disappointment! There’s so much to share, as it was one problem after the other during our stay. To begin, we received a message from the host that the 2nd floor patio door handle was broken and should be repaired prior to our arrival. They explained the door could be opened, but it was difficult.
Upon arrival, the garage was blocked. The door code to the front door didn’t work and had to be reset. The trash cans were piled high and also blocking the garage. Bill (the first maintenance person to arrive) said he’d never seen the trash like that. When I let the host know, I had to repeat the message more than once to get them to understand there was a vehicle blocking the garage where we were supposed to park.
Once we got inside (Bill moved the trash and the cleaning crew moved their vehicle), we found the level of cleanliness to be less than satisfactory.
The scuff marks on the stairs and walls are forgivable— I can’t imagine trying to keep those cleaned in an Airbnb property. But it was so much more than that.
The upstairs patio was not cleaned. Ketchup (or blood) was splattered all over the wall of the patio. The temperature was set to 75 (as the host requests when a guest leaves) so we opened the top floor garage door to get some air going while we waited for the temperature to adjust. We found red splatter all over the patio wall, and the table was covered in some kind of film. It was gross. Then the automatic door wouldn’t lower. It kept getting stuck about five inches from closing completely. We let the host know, and they sent Bill back that afternoon to address that issue. However, Bill said if we wanted to open the garage door on the top floor to call him and he’d open and close it for us each time, which is unrealistic. We were not able to access the top floor patio during our stay.
The wifi did not work and the communication from Host Extraordinnaires was confusing. We were told the router was in multiple locations, and ended up just searching every closet until we located it in the upstairs closet, where it was unplugged.
The first floor television was inaccessible during the first day and a half. It was a Samsung TV and would not connect to wifi.
The toilet paper holder in the first floor bathroom was broken.
The rugs (especially in the first floor bedroom) were extremely filthy.
The sheets in the first floor and top floor bedrooms did not fit the beds.
There was gunk under one of the nightstands in the first floor bedroom.
The shower curtain rod fell on my mother-in-law’s head when she went to take a shower on the first night we were there.
I killed a spider on the bed in the third floor bedroom (with the king bed), and presumably a roach in the first floor bedroom. (I have photos/videos.)
We were unable to access any of the outdoor spaces during our entire stay. (It was not just the top floor patio that was inaccessible.) Miles (the second maintenance person to arrive) explained there were numerous issues with the garage doors on the top floors, citing issues with the builder and the company that installs them and further saying how often the host company has issues with them.
Both maintenance workers who showed up to address the issues during the first two days (Bill and Miles) never wore masks, though we did. Aside from the things that were broken and inaccessible, the toaster, coffee pot and rugs were nowhere near clean. There were hairs on the shower wall, before any of us used the shower.
I spent an entire year at home, never spending a night away, for fear of this pandemic. As I have MS and am on a medication that depletes my B cells and leaves me immunocompromised, I thought I was very careful choosing a place for my daughters’ Spring Break getaway. The profile for this listing said Covid safe protocols were being followed and extra measures were taken. I was beyond disappointed to find that to be false. I expressed my dissatisfaction with both Bill and Miles. Neither offered any response.
The couch broke when a third preteen sat on it. There was no horseplay— just three small preteens/teens sitting on the couch and it fell to the floor. I let the host know and they sent Miles, who explained the couch was previously broken and “would just need to be replaced after (we) leave.” Even further, after putting pieces of wood under the couch to replace the broken couch legs, Miles came back downstairs to the bedroom I was using (to fix the TV that did not work the first day and night) and placed the broken, dirty couch legs on the bed. I picked them up and said, “I’d rather not have these dirty couch legs and wood on the sheets I’m sleeping under,” and moved them to his tool bag. Miles said, “yeah ok,” and never apologized for any issues we experienced, saying, “when you have 130 properties, these things happen.”
The 2nd floor patio door handle was never fixed, so I also asked Miles about that and he opened the door without much effort, but when he went to close it, it took a lot of effort. The door seemed to be off the tracks. Miles said we could still use it, just to “lift up as we closed,” which is not something I was strong enough to do. Additionally, he said that was something that would also most likely be replaced after we left. While I’m glad these things will be repaired for the next guest, it seems a bit unfair that we were just expected to deal with them in stride.
I let the host know about each of these issues. We