We had many problems in Chuen's apartment in Sydney.
A day before the check out we forgot the keys inside the apartment, which was the kind of door that can only be opened form the inside, therefore, we couldn't get in the apartment to retrieve the keys.We send a message to the person who welcomed us the day before, who wasn't Chuen, because he was abroad. We tried Chuen's number, but he did not answered our calls.
This happened around noon and we only got a response at 6 p.m. We did not have this person's number so we could not contact him. So, we asked for his number by message and after some time he answered us with his number. The person designated by Chuen told us that he did not have an extra key and that we could get the extra key with someone else after midnight, time he left work. As this other person was in another town 40 minutes away by train, we tried to get in contact with him, but nobody answered the phone.
We got in contact again with the person that welcomed us asking for a solution, because we were really worried and it was almost night. The solution provided by him was for us to call a locksmith and pay him AU$ 150,00 and that we should pay for it. We agreed that it was our responsability, but it was Chuen's responsability to have extra keys, imagining that a problem like this could happen. We had to convince him to call the locksmith for us, because we do not know how to find this professional, since we are Brazilians and we do not know how this kind of service works in Australia.Finally, he contacted the locksmith who opened the door for us, but we had to pay.
Besides this problem, that we see as very serious, on the next day as we tried to check out the person wanted to charge us for the cleaning fee, because according to Chuen the same was canceld by Airbnb when we changed our check in date in the apartment. We questioned this fee and I had to access my bank to show him my credit card bill and prove that this fee had already being paid through Airbnb. He was oriented by Chuen to insist in charging us this fee and it was very tense.
The apartment is quite precarious, it was not clean and on our second day there we were left with no refrigerator because there was a short circuit and part of the apartment was with no energy.
We send a message to Chuen asking for a refund on the AU$150,00 that we paid the locksmith, but he did not answered our messages and we believe Airbnb should take action.
I have the receipt for the locksmith proving that I paid for it and it is attached to this message
It was a horrible experience.