The property, advertised as an immaculate luxurious townhouse, disappointed us enough to prompt our initial complaint (our 1st in almost 10 years, we were all happy long term Airbnb fans) however, it has been the Host's, Gladys Mallqui, handling of the matter which has caused us the most concern. Her response has been to present falsehoods, make invalid excuses and gloss over the issues without addressing any directly.
At the conclusion of our stay we contacted Gladys Mallqui to express our concerns. Her response was to falsely state that we had accepted the reservation knowing (we did not) it wasn't up to standard (her words) and that we had paid half price (again we did not). There was never any communication during or after the booking process about the property being sub-standard. We paid full price which was double the amount Gladys suggested we had (details below). We requested that we be refunded the difference which was refused by Gladys.
Gladys also stated on numerous occasions that the property had recently transitioned from Long Term to Short Term (another excuse for its poor state) however according to the reviews on Airbnb there have been numerous (5) bookings in April 2022 and a couple in March 2022 too.
We have been offered a refund of the cleaning fees which is insulting. We have refused the offer from Gladys because it has become a matter of principle and morals. Please beware.
In the end we were given so many invalid excuses from Gladys for the state of the property that we didn't know which one to believe and ended up believing none.
The experience has caused us a huge loss of faith in Airbnb as a platform.