Awful service. They didn’t even have the decency to answer our calls or liaise with us afterwards. We were extremely upset after the whole matter, and they knew full well it was the eve of our wedding.

Absolutely atrocious service. Never have we experienced such disrespect and downright customer-service negligence.

I don’t normally write negative reviews but we feel we have been completely disrespected and blatantly ignored by LetGoBnB in Perth and have no other choice.

We booked one of the apartments that Let Go BnB 'manages' for the eve of our wedding and our honeymoon. This was booked via Airbnb, and – despite having stayed at over 60 places through Airbnb over past six years – this was our first ever negative experience.

Black ‘pubic’ hairs all over the sink pedestal, toilet seat, on the bed spread and pillows and even in the kitchen drawers was the welcome we had to their so-called managed apartment. The kitchen worktops were covered in crumbs, there was a large piece of toast on the floor and long pieces of hair and thick dust on the skirting boards. The pillowcases were covered in indescribable black bits. We wouldn’t have wanted to stay there any other time, never mind bringing in a white wedding dress and other pristine items for our wedding the next day.

We called Kiri at Let Go BnB to speak to her about this and she offered a cleaner to come from miles away, which would have had us waiting for hours until the place was ready (it was already 4pm on a Friday afternoon with no guarantee that the said cleaner could arrive asap, and our wedding was being held early the next day). We had preparations to make and we couldn’t wait that long and were particularly hesitant about the cleaner’s standards given the state of the apartment.

We agreed on the phone that we would cancel and find a hotel instead. Kiri agreed there and then to give us a full refund. Since then, she has refused to answer my calls or my messages relating to this. We lost $442 in total for an apartment that we didn't stay in. We were only only reimbursed the cleaning fee (pah!) plus Airbnb’s service fee, which only would have been charged had we stayed at the property. It was an absolute disgrace and an extremely distressing situation, especially given the timing.

We are wholly disappointed and upset by the whole fiasco and the lack of consideration and respect we received from Kiri, especially given our circumstances and that she was fully aware of our wedding when we intially booked.

Airbnb was understanding to our complaint, and the only reason they couldn't provide a full refund was because I didn't escalate it to them at the time (Kiri had encouraged me to cancel it immediately). Airbnb's own repeated attempts to encourage Let Go BnB to refund us, as a gesture of goodwill, especially given the circumstances, were met with disdain and were refused.

We'll never use this agent again.