It is an understatement to say that our stay in this apartment didn't match our expectations.
For the price of 321€ per night, the level of services is not acceptable. To put it simply the quality is not there.
1/- the ceiling fans in the 3 bedrooms do not work properly, they do not blow air.
When the temperature raises around 35° celsius like it happened during our stay, it is impossible to sleep.
Your technician totally agreed with this when he tried to fix it, but he couldn't because the ceiling fans are simply too old, too cheap and too inefficient. the only solution is to install new fans, or AC.
2/- In your advertisement you mention that portable fans are available. This NOT true.
There was no portable fans in the flat. You never replied to us about this issue.
3/- the cuttlery and kitchenware is cheap (have I rented a camping car?), old and sometimes even rusted and dirty. The cleaning manager totally agreed with this, she was as shocked as us.
4/- the shower was leaking from everywhere and making an awful noise. You had to call in for a technician to change it during our stay. It should have been done before the season started.
5/- the mattress in the main bedroom is not up to the standards of the price you ask. You need to get a new mattress for the main bed. (This is where your clients sleep by the way, the ones who pay you).
6/- One of the fans in the living room is not properly fixed to the ceiling, it turns awkwardly and makes a disturbing noise when turned on to max speed.
7/- the washing machine is from the previous century (or the one before?) and also makes a disturbing noise when in use.
8/- The apartment was not properly cleaned when we arrived. We had literally a shower of dust pouring on ourselves and on our sheets when we turned on the ceiling fans on the first night. NOT nice. Obviously it hadn't been cleaned for months. We had to clean our sheets, and clean the fans ourselves at midnight while it was over 30 degrees... My son found plenty of long woman's hair by his bed, he had to wipe the floor before going to bed.
9/- the fridge is half equipped, the whole door shelving (where you store the bottles) is missing.. Never seen this in 15 years of airbnb. You realize we need water bottles in a rental in August? So we stored the bottles on the main shelves and then there is very little room for the food...We were a family of 4 and we happen to eat even on holidays.
Get a new fridge for Gods sake ! (in addition of a new washing machine and new fans)
Again it is unacceptable for the price you ask.
10/- the sun umbrella by the pool area is old and broken. It's been torn apart by the wind and provides only half the shade it should. A new one costs what? 50€?? Oh and get 2 or 3 because one umbrella for 4 is not great unless we take turns.
Overall, there is a lack of maintaining, modernizing, and caring for details.
There is no attention to details whatsoever, just a general feeling of "we don't care.."
Since our first complaint Homerti has treated us like idiots complaining for nothing..
Each email sent to us was written by a different contact, there never was some personal assistance provided to us.
Never someone Homerti staff expressed sincere regret or excuses for this situation.
Homerti communications were impersonal and cold, almost rude at times.
Well, we are soooo sorry to bother you..
We should not complain right? and let you make money nicely with the hundreds of rentals your agency is managing.
I asked to speak to a Homerti manager several times and to be called on the phone to explain the situation.
Did you bother? Did anybody at your company bothered? of course not, never someone called me.
I am a travel agent and I have been using airbnb almost since it existed.
This is by far the worst rental I ever did on airbnb.
And you are the worst hosts I ever came across.
Trust me on this.
Me and my family felt like you were only after our money and never interested in providing us a nice moment of quality rest. Airbnb users like us look for unique experiences abroad, not for below grade apartments, Homerti , as a host, must understand that everything must be spotless, not old or broken.
Airbnb hosts are usually (almost always) extremely nice and helpful but not Homerti.
To make things worst, we realized during our stay that on the first floor of the same building there is a very nice, comfortable, newly refurbished apartment that is rented by Mallorca House Rent for cheaper and it has AC. Well I know which company I will use next time.
To finish on a positive note, the swimming pool and the location of the apartment just above the beautiful beach of S'Arenal are the only two things that were satisfying.
Thank you but never again.
Sylvain Heraud.