Thank you for sharing your feedback. We take all reviews seriously and strive to provide the best possible experience for our guests. I would like to address your concerns directly.
Firstly, I apologize for any inconvenience you might have experienced during your stay in our unit. Our goal is to ensure that every guest feels welcome and satisfied with their accommodations. Upon confirming our conversation history, we can confirm that all issues brought up during your stay was addressed promptly (ie. router was broken, so we purchased and installed a new one. Dishwasher had encountered some cleaning issues so we provided troubleshooting instructions). Any other issues that were brought to us post check out (ie. freezer handle was loose) we were able to address it right away as well, but sadly not during your stay since it was unknown to us.
Regarding the security deposit, we understand your frustration. The cleaning fee that is pre-paid at time of reservation and covers a fixed amount of hours which is usually the amount of hours required to clean this unit, is outlined in the rental agreement to ensure that the property is maintained to a high standard for all guests. This rental agreement is also provided at the time of reservation confirmation and signed by all renters, including yourself. We also provide complimentary biweekly cleaning services throughout your stay to help with the upkeep of the property. However, given the extended duration of your stay, which exceeded 160 days, additional cleaning was necessary.
Despite our efforts to maintain the property, an extended stay often leads to increased deep cleaning procedures, making the final cleaning process more unpredictable. Our housekeepers assessed that additional cleaning hours were required beyond the standard 10 hours, which you had pre-paid at the time of reservation confirmation, unfortunately resulting in a deduction from your deposit for the excess hours to complete the job.
We are sorry to hear that the finishes and amenities did not meet your expectations. This is actually the first time we’re hearing such feedback, as evident in our consistently high ratings across various rental platforms. Our photos and virtual tours, available on YouTube and other channels, are professionally taken to provide a transparent and accurate representation of our units.
Additionally, we provided several pieces of evidence to support the extra cleaning hours deducted from your deposit (ie. pre check in and post check out cleaning + inspection reports, housekeeper’s invoice) . Unfortunately, our attempts to resolve the matter were met with threats of a negative review. We strive to be fair and transparent in our dealings, and we believe it is important to stand by our policies and assessments to ensure the quality of our service.
We genuinely regret that you felt taken advantage of and want to assure you that this was never our intention. Your feedback is invaluable in helping us enhance our services and ensure better experiences for future guests.
