I am a regular AirBnB user and I very rarely complain but I have stayed here once before and I don't think I will stay here again.
Pre-stay communication: The hosts requested a copy of my passport/driver's license after I had booked and said I would not be able to stay if I didn't show it to them. This raises issues of identity theft and confidentiality (remembering the AirBnB platform requires these things are sent through on the platform and I have no idea of the security of the platform). I reminded them that I have a long history of using AirBnB and had actually stayed at UrbanNest before. They checked with 'their supervisor' and confirmed I could show the information when I arrived, but that this was an exception based on my previous stay. This is unacceptable and should be made clear on the booking as it exposes the guest to potential risk.
Check-in: I arrived after hours but told them in advance that this would be the case and then, five minutes before I arrived at the building, called the security number they had provided to let them know I was approaching and they said someone from security would let me in. The security guard was behind the reception desk playing on his phone and I was banging on the outside glass for five minutes before he saw me. It was pouring with rain. When I said something about that when he finally let me in he just shrugged and said "I didn't see you".
Facilities: The kitchen facilities are pretty terrible. The two cooking pots are very worn out with peeling teflon coating (this is a known health risk). There is no toaster. This is a particular issue for me as I usually stay in Sydney for a few days at a time and specifically choose to stay in AirBnB so I can prepare my own food. The bathroom is also mouldy.
Check-out: When I checked out at 8.30am I followed the instructions sent to me and gave my passkey to the reception desk staff (coincidentally, the same security guard from check-in) and went to my meetings for the day. I received a call 3 or 4 hours later from reception staff asking when I would vacate my room. I notified them that I had already well and truly left and that I had given the key into the security/reception staff member. It left me with concerns about the competence and professionalism of the reception staff, particularly given they are asking for and then storing copies of my photo identification.
Ordinarily I would shrug off each of these issues on their own (as I said, I have travelled extensively and know AirBnB stays can have "quirks") but when combined it meant an entirely unsatisfactory experience. I will not be staying here again and encourage any who choose to do so to have low expectations.