ESTIVEL - Résidence Oyana

We paid a high price per night for a “high standard” apartment, but ended up reporting all these problems ourselves and feeling like janitors. We were travelling with our 1-year-old baby, and this was not acceptable, especially since the organisation knew we needed a crib for the whole week. When we arrived, it was clear the apartment hadn't been cleaned. There was sand everywhere, the toilets were disgusting, spiderwebs all over, four live spiders, the previous renters' sheets still in the wardrobe, hair in the bed blankets, and greasy fingerprints on the glass doors. The toilet lid was broken and the entrance lights didn't work. A cleaner came on Sunday morning at our request, but only partly cleaned the toilet, glass doors, and some of the webs. During the week, nobody from the organisation put the rubbish out for the collection company. It piled up in front of the building and made the entrance stairs smell foul. The collectors removed only some of it, and the smell was still there when we left a week later. We also found a dead cockroach outside our door and a live one crawling on the living room lamp. Several walls had black marks from dead animals, and many spiderwebs remained throughout the living room, kitchen, bedroom, and dressing room. The apartment still felt disgusting, with lots of dust in the dressing room and wardrobe. A leak started in the restroom and caused a bad smell. It wasn't fixed until mid-afternoon on our last day. We had a phone number from the organisation and tried calling many times from Monday, August 14, but got no answer or call back despite leaving voice messages. We also sent texts with pictures, including the ones attached, and heard nothing. Someone finally answered our call on our last morning, and some issues, though not all, were fixed in mid-afternoon. We only got to use a clean restroom that Friday afternoon. Is that acceptable?