Terrible customer service. On arrival to our apartment at 5:30pm with a newborn and toddler in tow, it wasn’t clean. There were dirty towels on the floor and the beds had been slept in. I contacted Host & Stay straight away who tried to get in touch with the cleaning team. They were unsuccessful so I arranged to stay in a nearby hotel for one night and to return the next day to complete the rest of my trip. I requested a refund for the one night and of the cleaning fee due to the inconvenience caused. I was told to expect it to take 10 working days to receive a refund, which I accepted. It’s now been over a month and I’m still waiting for a refund. Each time I contact customer service they’re apologetic but do nothing to resolve the issue. They also keep getting things confused, even the amount I paid, offering to refund me for less than the one nights stay and not at all acknowledging this or the fact I also requested the cleaning fee to be returned. I booked via airbnb so can only assume it cost more via that platform and they aren’t aware? Wouldn’t stay with them again as I don’t trust they can respond effectively to issues.
6 months ago
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