Thanks for your note and I’m sorry you did not have a good experience.
I had a group of 3 stay at my space just after you left and they were very happy. My listing’s description and pictures match the space completely, so I'm very confused by the disconnect. Per your suggestion I've updated the listing to include the squared meters of the space (to be all the more clear), and have purchased air fresheners. I’ll also make a note to, beyond the description and pictures, ensure that my future guests understand the size of the space prior to booking
I had my space professionally cleaned before your arrival and laundered the bed sheets and towels. I bought the bedsheets, quilts and covers new in the last month. There was no smell when I left - and my key-person and cleaner noticed none after you checked out (nor did the guests after you notice anything either).
You say the futon is too short, though it's literally only 15 cms less than the length of the double bed... and I just had a friend stay w/ me for two weeks and sleep on it just fine. It's not as comfortable as a bed, which is to be expected as it's a fold-down futon. I also, per the description and our private messaging, made an air mattress available at the foot of the bed so that you'd have options.
On finding the place - I literally created maps and drawings for you to find it because I was worried that you were confused and I wanted to be as clear as possible. I gave you the address, and also the address that's closest to the walk up. I constantly checked and confirmed all was well and that you'd made it in. I'm sorry if you found it confusing, though none of my other guests have had a problem at all. One entrance to the building is on a main street, with the walk-up to my specific apartment on the other side of that building. The street signs, address numbers and my building name were clearly marked
You requested to shorten your reservation and drop off NYE night just 3 days prior. I accommodated this for free although I didn't have to. Then you tried to get a refund on your trip. When I spoke to Airbnb they essentially told me not to issue a refund; and Airbnb tends to favor the guests over the hosts. I gave you a partial refund anyway, to try to be helpful
It's a studio apartment; it's a big square room, not a 2-bedroom loft. Compared to other studio apartments it's sizable, though still a studio. The bed and kitchen counter are separated by a wardrobe, clearly shown in the pictures (as was every other part of the space).
This was your first Airbnb. It seems clear that you/your family were looking to cut costs in booking my space over a hotel. My space was the least expensive for those dates by a significant amount, and was completely clean and as described/pictured/messaged. Airbnb is not a 5-star hotel. The pictures and description are completely accurate, and I've had 3 adults stay with me before quite happily.
I’m sorry you didn’t have a good experience. I sincerely wanted you to, and feel I was communicative, honest and straightforward throughout the whole process. Clearly my space wasn’t up to your standards, in the way it is for many others. Though the description and pictures are completely accurate, and my private messages comprehensive
I hope you enjoy the rest of your time in Sydney
All the best,