We’re very sorry to hear that Mariette and her family did not enjoy their stay. We work hard and pride ourselves on providing a beautiful, clean and comfortable space for our guests. This review is certainly an anomaly (based on unanimously glowing reviews from our approximately 70 previous guests over the past few years) and seems largely based on unrealistic expectations held by first-time AIRBNB participants who viewed this as a stay in a hotel rather than in someone’s home, and our family not as hosts, but as room service and wait staff.
Our listing very clearly describes what our space is and what it is not. It notes the two outdoor flights of stairs by which our guests access the apartment and states that the hot tub sits one deck above, offering amazing views. It also makes no claim that guests should expect blackout curtains or a full-length mirror, or their own private hot tub. Rather, it is an ordinary home where the walls and ceilings aren’t soundproof (though we try to be respectful of our guests in terms of noise), and where the outdoor furniture is outdoors, where one might have to brush a few leaves off the chairs before sitting down. Admittedly, the filter in the coffeemaker was overlooked by the cleaners, a situation that is unacceptable to us and for which we apologized. We also rely on our guests to let us know when issues arise, and the fact that the fan in the bathroom isn’t working had not been brought to our attention and will be promptly addressed. Our bedding is not brand new and shows some signs of wear, but it is always clean, as it was in this case, though we provided a fresh set of linens without question when they asked. They also indicated that one of the TVs had lost internet connection, and we promptly provided them with codes to reconnect, as well as offering to do so for them. They declined that offer and never mentioned it again, so we didn’t realize they continued to have problems, though everything is working fine now. These guests also had a steady stream of other individuals visiting and staying for short periods during the overall stay, and they went through a quantity of things like toilet paper and paper towels that would normally accommodate two people during an eight-day stay in the first two or three days, more of which we again provided upon request. They also let us know the blender was broken, and we purchased and provided a new one the same day.
Again, we rely on our guests to keep us informed about issues that need to be addressed, and though we made every effort to accommodate these folks and their lengthy list of concerns, we regret falling short and hope their next AIRBNB experience is a better fit.