Response from Brent:
All I have to say is that it is unfortunate that Felicia chose to take this route with regards to her review of us. We really wanted to leave this on a positive note and hoped what happened to us would not happen to another future guest of hers. But looks like that won't be the case. I feel the need to set the record straight because now it seems I and my girlfriend have been subjected twice to unfair treatment. Let’s start off with the last message we sent her:
Hello Felicia hope you are well! I wanted to give you a heads up on posting feedback on our stay with you. I have never left anything but a positive review before. You were very easy to communicate with but I feel it is necessary for me to post how our stay was and the condition of your place before and after we left. I feel so bad because you seem like a really nice person but I feel it would be unfair for me not to be honest with others and post our experience. Please let me know if you have any questions or concerns? Thanks, Brent
No problem. We no longer plan on utilizing airbnb after our experience with you and I plan on being honest as well.
I hope this shows our attempt to handle this situation in a professional and fair manner. Please notice that we did NOT make any comment prior as we hoped to work it out with her. We arrived late from our drive from Texas to Felicia's apartment to find unsanitary and what can be deemed as unhealthy conditions. The living room and the bedroom were clean. However, the bathroom was less than sanitary. In fact, I would say public gas stations are more sanitary on the average. No joke. Not trying to be harsh here but telling the truth. There was urine, pubic hairs and other stains on the toilet seats and inside the toilet etc. The bathtub and the bathroom sink were so dark from dirt stains. We have the pictures to prove we are NOT lying. We have sent pictures to Airbnb who we contacted immediately. The floor had hair all over it as did the bathtub and the so-called clean shower curtain. Believe me you would NOT want to step in that tub, touch that shower curtain nor sit on that toilet. As far as brushing my teeth or using the sink NO THANKS! In the kitchen the stove had large chunks of old, dried food on the burners, hair (yes hair), and food splattered all over the stove knobs and the surface. The microwave was covered all inside with dried, splattered red stuff. The fridge had spoilage and fluid dripping. The kitchen sink - both sides were again dark and stained with dirt. Yes we spent FIVE hours cleaning so that we could feel comfortable using the toilet, putting our food in the fridge, brushing our teeth etc. Surprisingly enough everything came clean and the dark stains etc. were washed down the drain proving it was dirt and not simply stains. As far as us washing her carpets we make it a habit to leave the hosts place in a very clean state out of courtesy of our host. My girlfriend specifically set time aside to wash the bedding, towels and carpets, vacuum, dump the trash, make the beds, empty out the fridge, and clean the apartment from top to bottom including the toilets/sinks etc. so that the host would return to a clean home. This DOES NOT excuse or explain us having to clean the apartment before we could feel comfortable staying there. So far for the THANK YOU from the host; instead we get a negative review?? We were booked to stay there for 13 days and it was the holidays. We could NOT find another place to stay at the last second. Felicia even texted us to apologize for the conditions stating the maid must not have come. She also gave us a partial refund but ONLY after we asked. Her initial response was SORRY.. Have a nice holiday! Our intent was to give her the benefit of the doubt. State that yes the apartment was NOT found in sanitary condition. BUT we seemed to work it out with Felicia and hoped it would NOT happen again in the future. It seems she instead wants to be unappreciative of the fact that we not only cleaned the apartment when it SHOULD have been in a clean and sanitary condition BUT in addition we went out of our way to leave her apartment SPOTLESS when we left. Something we did NOT have to do but we did NOT believe we would get dinged for? We have pictures to prove what we say is true. In addition, based on our reviews from the past you can see we make every effort to leave the host's home clean and sanitary. Shame on this person for not only not being appreciative NOR apologetic but for lying about what happened in the first place. So NO I won’t say the host did the right thing and it is unfortunate. Airbnb has high standards and anyone who decides to host should keep that in mind knowing they signed an agreement that includes being clean and sanitary. Please anyone who doubts the facts feel free to contact airbnb about my past reviews and the photos/evidence we sent them. We will also be making an effort to have the personnel at Airbnb who worked with us and have seen the evidence justify our story. What is even more hurtful is that we had so many others we could have chosen to stay with and based on our experience with Airbnb and its hosts would (email hidden) would have left us with more new found friends and someone we could whole heartedly recommend to our fellow Airbnb family as we have done in the past.