I had a very poor experience staying here.
TLDR: roaches, rude hosts, don’t waste your money.
I checked in on a Friday evening. Some things seemed a little “off” like hairs stuck to the pillowcases, handle on the shower door almost falling off, and all of the liquid soaps (hand soap and dishwashing soap) were almost empty which is unusual since most cleaners will refill things like this. I messaged the hosts about the shower door and asked them to send a refill for the hand soap but decided to let go of things. I had brought my own pillow so I just moved the hairy pillows to the floor.
Sunday morning (36 hrs after check in) a cockroach jumped on me in the shower. I contacted the host and expressed concerns about the cleanliness. Eddie responded very rudely saying I should have addressed my concerns within 24 hours of check in (apparently I should have scheduled the roach to jump on me earlier). I requested to have the bathroom and bedsheets thoroughly re-cleaned. They never once acknowledged the roach problem or apologized.
I left around 10:30am and went to a coffee shop to wait. I was told the cleaners would come at 12. At 3:30 I messaged asking for an update on the cleaners. Ian responded “it’s finished”. When I said it was rude unprofessional to make me wait 5 hours without any updates, Ian said he thought I had made plans and didn’t assume that he needed to update me. He told me “I’m not going to waste my time discussing this with you anymore”. When I went into the apartment, the sheets were changed but the bathroom looked exactly the same, there was still teach in the trash can and it didn’t appear that any cleaning had been done.
I called Airbnb to mediate since Ian refused to talk to me anymore. They said that since the roach jumped on me in the shower, Ian and Eddie had told the cleaners to wipe down the shower only. No other cleaning besides changing the sheets. At that point I found another roach in the kitchen. I didn’t feel safe there and I left that night with 8 nights still left on my booking.
I never asked for a refund for the 3 nights before I checked out. I only asked for a refund for the remaining 8 nights. Ian and Eddie refused to refund me for the remainder of my stay. Thankfully Airbnb confirmed that Ian and Eddie were in clear violation of the cleanliness guidelines and refunded me. I would not stay here again.