What can I say...I have used AirBNB many times but this was the least positive experience I've had. After an 11 hour drive from Mel to Syd, with a overtired 1 year old, we arrived at Hai's place at around 11pm to find the kitchen a mess. Dirty glasses, dorty tabletop and rotting garbage not cleared. Worst part was when a girl casually walked in and said that she was the upstair tenant and that the kitchen was shared. I was surprised as the listing clearly said whole townhouse..Called the host and a property mnager picked up and took down my name and said I would get a call back. Checked the kitchen cupboards. The only pantry staples provided was an old mouldy jar.of oats, a bottle of pepper and some foul smelling oil. No tea, coffee, milk or even salt.
I then went to the downstair room to find that the main light was not working. The room on the second floor was the same. No main light plus a cockroach casually climbing up the wall. Lights along the stairway were also not working. Toilets had no soap/bodywash and the toilet seat was loose and kept pushing back whenever someone sat on it. Plus the shower cubicle glass door was off the hinges and precariously swaying.
I was furious by this time and called the host again. Once more a property manager picked up, took down my name and said she would request for an immediate call back. I also sent Hai a message on AirBNB and finally he answered directly.

He said he lived close by and would drop in immediately. Eventhough it was well past midnight I agreed. He came in and fixed the lights. Appologised for the confusion with the other tenants and said he would send his cleaner by 8 the next morning to clean the place and restock tea/coffee and a handyman to fix the issues in the toilets. We waited till 10 the next morning and finally left for our days tour without even having coffee.
There was a sqeeky clean kitchen stocked with bread, tea, coffee, eggs and fresh fruit waiting for us when we got back home in the evening. And the shower cubicle door was fixed and bodywash provided. Wish the place had looked like that on Day 1.
My advice, if the host has multiple AirBNB listings you will most probably have tp communicate with incompetent property managers, so go for hosts who have single listing. They usually take better care of their guests.