DO.NOT.STAY.HERE THE PICTURES AREN'T UPDATED!!! We took several but couldn't add to the review. We were extremely disappointed in this trip as I have used AirBnB since it's inception and never had a problem. The home was very dirty when we got there, and we found Andy very non-responsive to our messages through AirBnb and well as through his text. We gave Andy every chance to make this right, but were met with "please checkout" the next morning. We texted Andy the terms of our departure and asked him to confirm that we would receive a full refund - his response was a terse "Confirmed - Goodbye". We then reached out to AirBnB and their response has been very slow as well. It has been 15 days since the booking and we have yet to receive our refund. Every time we have contacted AirBnB they give an excuse about not having a case manager. We have continued to message AirBnB and they have not responded since August 21, 2020 - 10 days at the time of this review (August 31, 2020). I may not use AirBnB if they are ok with this current level of service by their hosts and employees. We paid a rate well over $900/night and did not see the value that was promised.
CLEANLINESS
This ENTIRE home was filthy!! Our check in was scheduled for 3pm, we pulled up at 3:45, there was a car in the driveway. A lady walked from the back with large trash bags to the dumpsters on the curb and left. We were denied early check in because the host said he had guests checking out that morning and needed the time to get the place cleaned for us. No problem! So we were surprised to see that the place was NOT clean at all, not even average housekeeping (wiping surfaces, sweeping, mopping, toilets, showers). We paid an extra $400 "enhanced" cleaning fee and walked into the complete opposite of the listed "enhanced cleaning standards" that AirBnb said our host committed to.
ACCURACY
Everything but the square feet and architecture was inaccurate! This place was everything BUT "Lux", it more accurately resembled a Motel 6 but even there I am confident that the corporate management protocols in place would've given us an expedient refund. Let's just start with the listing: "The rooftop porch and poolside patio are ideal spaces to relax and collaborate or wine and dine for a couples retreat or working groups, families, and other large groups. It’s the perfect location and set up, no details missed." So NOTHING pictured on this listing is ideal. The outdoor dining setup (tables/chairs) that make it ideal for group meals, relaxing, etc was MISSING. That's two separate areas missing furniture outdoors. None of the pool furniture was there and the patio furniture that is pictured on the rooftop is so heavily stained, ripped (stuffing coming out of pillows) and damaged that we wouldn't dare sit on it. The Pool water was so murky you couldn't see the bottom, but the sun shining through let us see that there was beer cans, coins and trash accompanying the bugs floating in this still mosquito breeding haven. The back door frame was completely broken on the bottom, you could slide a small hand in between and underneath the doors. This door though accompanied by keypad would not stop an adolescent intruder's shoulder and surely not the pests. Not safe/secure AT ALL. Dead. Roaches. In the pantry, in the common area of the house, no doubt their entry point. The home was filthy. The bathrooms had dried streaks of urine, broken faucets/showers, filthy mirrors and light switches. The downstairs bathroom even had a toilet brush that was filled with fecal residue and mold just sitting there next to the basin. The kitchen was equally filthy at every inch. Food dripping or stuck to the shelves in the pantry, fridge, freezer, on the cabinets, on the counters, on the walls, on the floors, into the dining room on the tables and chairs. The cream colored couch pictured with the vibrant colored pillows in the listing is a stench filled fabric couch boasting sizeable stains (grapefruit size). The home is big but it is filthy and surely not luxurious. I messaged the host immediately as I walked through the home and began a 3 hr cleaning just to get us through to dinner and the night. In response to the texts, the host sent back his "cleaning lady" with a rag and a lysol spray bottle. She didn't understand any English and although I told him and her ALL of the areas that needed to be cleaned, she simply wiped what was remaining of the pantry and fridge shelves, the countertops and disappeared (I didn't even realize she left because I thought she was maybe going to grab her other supplies when she walked out of the kitchen). So we resumed the cleaning again to get to dinner and sanitized enough to use at least some of the bathrooms. Cleaning someone else's home AFTER a second someone else is NOT what we had in mind when we booked this much needed getaway. Having invested so much money and time into planning, we just really couldn't believe how this had become the "house of horrors". This home is not well kept. The amenities listed are not functioning and/or are definitely NOT in quality condition. For what was described, what cost almost 4K, this was completely misleading and we felt extremely deceived and violated.
COMMUNICATION
As mentioned above. We would text Andy, and he seemed too busy to respond to all of the questions/concerns and take time to genuinely help. This was shocking because a day prior I confirmed with Andy that the pool would be cleaned and ready for us to use upon arrival, to which he replied, "Absolutely, 100%!". Up until we checked-in, there weren't any red flags that we'd be feeling so helpless, neglected and victimized. See