Dear Ms Karen/Lorraine,
On behalf of our professional team here at Beachfront Luxury Collection, we would like to thank you for choosing our apartment as your choice of accommodation by the Limassol beach.
As you may have noticed, although we enjoy rating our guests after their trip and their stay with us is completed, our team chose to politely handle the specific situation with care, by not leaving any negative review for you on your page, because if we did, we would have to be truthful towards other fellow members of the Airbnb society, and as a result we would have had to mention numerous things that have caused the specific hosting to be by far our worst experience on Airbnb.
To elaborate, this would mean that we would have had to mention how you threw immense amounts of toilet paper in the toilet (something which is unheard of), as a result blocking the toilet. We will not mention the fact that it was a Saturday and therefore a non-working day in Cyprus, but our professional team members handled the issue caused by yourselves with great responsibility by responding IMMEDIATELY (your 3 continuous messages got a response within 5 minutes) to try and assist you by desperately trying to get a technician to visit the apartment and unblock the toilet (as technicians do NOT work on Saturdays). Indeed, within 40 minutes the technician managed to arrive at the apartment and unblock the toilet. Further, we would have to mention that upon the technician’s entry into the apartment, our team member was faced with an appalling sight, which he immediately reported in detail to head management. These included but were not limited to, all the air conditioning units turned on, despite that there was NO ONE in the apartment. Clothes hanged EVERYWHERE, in inappropriate places, including all doors, on the very expensive glass floor lamp in the living room, on chairs, etc. In addition, the clothing rail inside the wardrobe (BRAND new), was broken by yourselves (for which there is proof, as our technicians thoroughly checked the condition of every corner of the apartment minutes before your entry into the apartment) and in order to cover this up you opted to report that this was a faulty clothes rail. Furthermore, in the bathroom, you used your own personal metallic hook to hang a very heavy backpack on a delicate glass shower partition, putting our property and yourselves at risk. I am unsure as to which apartment you are referring to when you refer to lamps that are not working, as all lamps are in perfect working order, as our professional staff make a point to check this before every guest’s entry into the apartment, to avoid disappointment.
In addition, if we were to write a review for you we would also have to expose the excessive and continuous verbal harassment and abuse you have inflicted upon members of our team through Airbnb messages, some of which were personally targeted towards a specific team member who was desperately trying to help you on a Saturday. We also did not want to mention the fact that you merely stopped at the apartment to stay there for 2 nights in order to wash ALL your clothes (tons of these) from your previous trip, which is why you were so adamant regarding the washing machine. On Airbnb it is mentioned that there is a washing machine within the apartment, and there is NO dryer, although the washing machine has a spin dryer as almost all washing machines have. A clothes drying rack was provided, which fits reasonable amounts of clothes for a reasonable stay (2 days as was yours); however as you had numerous amounts of washing to do, the apartment was overflowing from your clothes in inappropriate places. In addition, may I please kindly highlight that we have NEVER mentioned on Airbnb that we provide clothing pegs, washing liquid, washing powder, shower gels, conditioners (as this is NEITHER a hotel apartment, NOR a hotel, but merely an apartment), therefore please allow me to highlight that if we have not mentioned that something is present in the apartment, then we do not see a point in you mentioning it as something negative.
In addition, the bed mattress which is brand new and of top quality (as was everything in the apartment), was not made for people who have severe problems with their back (as you mentioned upon arrival that your partner faces a problem with their back). Can I please kindly highlight that had you said this before your arrival, we would have changed your normal bed mattress to an orthopedic bed mattress. Therefore, may I please kindly comment that it is unheard of to falsely accuse us that our beds are problematic, when in fact it is your partner who has a back problem.
Further, we have noted that you have commented falsely regarding the side sea view. May we please kindly comment that we believe this statement to be an insult to the intelligence of the numerous clients positively commenting below how they have enjoyed the view, as well as how nicely quiet the building is, how respectful tenants are to each other, as well as that the building is frontline and the specific apartment benefits from uninterrupted side sea view. Thankfully your untrue comments regarding the building being a ‘building site’ have been already labelled as false by the clients commenting below, as everyone can read their comments on the building being newly renovated and the apartment being in an immaculate condition.
Last but not least, it amazes us that your profile name says Karen, however we have not met any Ms Karen, but instead were speaking with Ms Lorraine via Airbnb messages, which was also the name of the client in the room. Therefore, this leaves us with no other choice but to conclude that it seems that another account was created to mislead hosts into believing you are an excellent guest (as the Karen account that you are using has amazing reviews). Instead, your true identity still remains hidden.
All messages and communication were dealt with promptly, up to the point where the situation got out of hand and it was obvious that you wanted us to argue. In any case, all the questions asked had already been answered.
Such a review should have never been allowed to have been posted on Airbnb as it is full of obscene lies.
Unfortunately, this was by far our worst experience on Airbnb and we hope to never experience something like this again. Verbal abuse, harassment and obscene lies are not accepted under any circumstances and you have done all of them. There must certainly be a reason for this…which we have not figured out yet. We are sad at the situation as a whole, but nevertheless wish you all the best.
On behalf of the all the team here at Beachfront Luxury Collection.