Studio Urbanite

Upon arrival the room smelled like garbage. There were dark hairs on the duvet cover (not ours) and the there were only 2 flat pillows - one which didn't have a proper fitting pillowcase. I took photos of the bed and pillows and sent them to the rental company. The next day they sent a new pillowcase. When I provided feedback to the company after our stay (in response to their automated feedback request email) I provided details I didn't send in my original request for clean and appropriate bedding (e.g. not having enough toilet paper for the length of stay). The rental company response was that I didn't tell them about any of my concerns except for the pillowcase which they remedied the next day. I did tell them about the hair in the bed, asked for clean bedding and included photos. I did not write about the smell of garbage (I thought it would get better) or the lack of adequate pillows because we didn't know how truly uncomfortable it was until after I sent the first email asking for clean bedding. Frankly, we shouldn't have to be asking for basic quality items that should be standard for a stay booked through a reputable website. I wouldn’t have sent the additional negative feedback had I not received the automated request. The rental company's response was inappropriate. I didn't ask for a refund or compensation or anything - just provided feedback at their request. The rental company's response felt like blaming me for what was substandard by not bringing it to their attention. I asked for clean bedding and provided photos. They sent us a new pillowcase.

A lot of dirt came out of the air con and went all over the bed but they were quick to apologise and offer to clean. I would say it was because it hadn’t been used all winter but at least now they know to check for future guests.