We booked for a week, based on good reviews including cleanliness. The listed check-in was 4pm but Ann agreed that we could check in around 2pm. We arrived just after 2pm to find that the beds were unmade, used towels on the towel rail, cooker hob had fat splattered all over etc. We’d already noticed grimy, peeling baseboards on entry and ingrained dirt in several places, including windows, window frames, baseboards and cooker, also badly peeling paint and what could be mold, which made us think that it would take many hours to bring the property to a clean, hygienic standard.
We’ve stayed in many VRBO etc. properties over last 10 years and never experienced this before – owners make sure that cleaners go in after guests check out. We’ve never bailed out on a rental before, but didn’t think we should stay there so left and texted Ann to cancel and seek a refund. She said that the cleaner had obviously not been in and that she would go round and do it. We said that we had no confidence that the house could be made ready to a reasonable standard quickly, so would cancel.
Ann texted me at 4:12pm to say that it was ready, but we’d managed to find an alternative several miles away and didn’t want to risk losing it by going back and inspecting Ann’s house, especially as we had no confidence in her standards. I tried to agree one night’s amount with a refund of the rest of the week, but Ann has refused any refund, not even the saving on cleaning fee by us not staying there.