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Didn't provide basics, terrible customer service
I checked in today. I will be staying for a month. When I arrived there were no towels, no dish soap, no dish towels, no cleaning supplies and no frying pan. I rang the help number and after a very long time was told that these would be delivered between 5 and 6 today. I waited two and a half hours until 6.20 and called again. The agent said that the request hasn't been actioned (well, yes, that's why I'm calling), that they couldn't get an answer from the team and that I might not get the towels until tomorrow. Excuse me? You expect me not to wash for 20 hours after a 7 hour flight? I said I would go and buy some towels and that they could reimburse me. They said they couldn't guarantee I'd be reimbursed. No, I couldn't speak to a supervisor who could authorise it. Really poor start. Very much regretting making this booking. Update: I was told twice on my check-in day that a supervisor would call me back. I'm still waiting. On Sunday morning, I called the helpline and was told that the items would be delivered between 10 and 11, so I held off going to the gym or grocery shopping. Guess what? By 11.20, they hadn't been delivered. I called the helpline number again and asked for an ETA. She said it wasn't possible. I insisted. She got in touch with the "host" who said she would deliver before 1pm. She did eventually deliver just before 12. There was no dish towel and no cleaning supplies, and the frying pan is far too small. A day of my time has been wasted.