ABSOLUTE WORST AIRBNB EXPERIENCE EVER.
The unit was not as pictured. The customer service was terrible and the house was dirty. The house is an old house that was poorly remodeled to look “new”.
Just to give some clarification....
There was disgusting yellow slime and crud in cracks of the couches (cheap futons) and they were turning yellow (not white like pictured). The floors were dirty (felt gritty and turned my feet black). The freezer rack was rusting and the inside of the fridge was falling apart(missing drawer broken shelf above it too) and it had a slight odor. There was a HUGE cockroach in bathroom. In one of the bed rooms there was someone else’s trash still in window sill (bag, receipt dated 1/1, 11 days before my visit and a cloth). Light switches and doors (especially around the knobs) were so dirty it looked as if it hadn’t been cleaned in months/years(with covid this should be always be cleaned), broken toilet seat, the dishes weren’t properly cleaned, slimy/dusty base boards, cupboards, windows and more, even the walls were dirty. Stove top was very dirty(this was probably the biggest deal for us as my fiancé has an autoimmune disorder and cross contamination is a huge deal.) Some pillows were stained and gross under the pillow case, the blinds were falling apart and messed up... and more.... I also have all of this picture documented. I went through an entire bottle of bleach wipes trying to clean these areas before giving up.
After finding all of these problems we reached out to AirBnb, and even sent the pictures. They didn’t respond until the next morning and asked us to speak with the owners first. After reaching out to the owners, they came back with “I should have reached out that day” (which I did, but to Airbnb, not them) and they “can have a cleaner come back and clean it again.” After standing firm that we would like to leave not only for the uncleanliness but the fact that we felt scammed and that I didn’t want to sit and wait around for someone to come clean on my birthday, they responded and said I needed to just cancel and get refunded for the rest of my trip. They also claimed they’ve never had anyone have these issues. (I have screen shots with a very similar issues and similar accusations in their reviews).
Even though I would have preferred to have had it taken care of the night before but was unsuccessful due to airbnb responding the next day, I said I would not mind paying for that day but would still like a refund for the cleaning fee as it was NOT clean.
She continued to respond with rude comments. I reached back out to Airbnb to have them try to fix this problem but after waiting multiple days, I was informed that not only did they refuse the refund for the cleaning fee ($137) but that they are now claiming we left smoking buds that violated their contract. THIS WAS FALSE. We are not smokers! I’ve never even tried a cigarette! What’s even more ridiculous, one person who was traveling with me even saw cigarette buds all over the porch when we arrived and he CLEANED THEM because it’s disgusting! Something they should have done!
Needless to say, we found an Airbnb for the same price that was BEAUTIFUL, in a better location and very well kept up. We had NO issues. We felt that we truly paid for what was advertised. I’ve never had an issue with Airbnb like this before and it’s a shame, it makes me never want to use the app again.