I was extremely disappointed by this stay. On arrival, the apartment did not appear to have been cleaned to an acceptable standard: there were hairs in the bed and bathroom, along with visible grime on fixtures including the taps and shower head.
This was upsetting and made me feel uncomfortable using the accommodation. It had a significant impact on what should have been a relaxing stay, and I ultimately chose to leave early rather than remain for my final night.
The reservations team initially offered a complimentary clean, but by that point the issue had already affected my stay. They agreed to refund the unused night, which I appreciated. However, when I asked whether they would consider a partial goodwill refund for the first night, I was asked to provide further details for an investigation.
I provided the requested information promptly and later sent a follow-up email, but I have still not received an update. The lack of communication has added to what was already a very disappointing and upsetting experience.
The condition of the apartment on arrival was not what I expected or what I believe guests should have to accept.
