4/10 Poor
Donna R.
17 June 2022
Disliked: Check-in, communication, location, listing accuracy
Very disappointing
I traveled to Nairobi with my boyfriend in May 2022 for the first time. We were looking forward to staying in an apartment while in town. Unfortunately, the apartment was an incredibly frustrating and disappointing experience. First, we arrived late at night and the security guard couldn't identify the building address to let us know if we were in the right place. Second, the apartment was lacking many items that were included in the ad or the items were in poor condition: towels were stained and rough; dish soap was nearly out and bath had a used bar of soap; dinner dishes were missing; blender was missing; bedroom lamp bulb was burnt out; pool was too cold to use; no ventilation or screens on windows; hot water didn't work in shower or bathroom and kitchen sinks. When we requested repairs or replacement of missing items, we had to wait for days. In fact, the light bulb and rugs that were promised arrived on the 12th day of our 14-day stay!
The issues with the apartment were so aggravating that I informed the host on Day 12 that we would be moving to a nearby hotel. I requested two days' refund because the accommodations were not acceptable. I was told I would not be given a refund because of VRBO's policy. I argued that the apartment was not as advertised and I was entitled to the refund.
Further, I paid a security deposit and was told it would be fully refunded if we left the apartment in good order. Upon returning home to the US, I was told I was given a partial refund because VRBO charges fees. This is unacceptable and I requested a full refund.
The host was patronizing and inattentive despite the ad saying that the comfort and satisfaction of the client is a priority.
Don't stay here. It's not worth the trouble.
Donna R.
Stayed 14 nights in May 2022
