Respuesta de Georgia:
Hi David, we are very sorry to hear that you feel this way as we never want any of our guests to have a bad experience when staying with us.
Please allow me to address some of your concerns below:
While we can agree that the building is older and perhaps a bit outdated, we cannot agree that it is in “very bad” shape. It is maintained daily and any issues that are discovered in the common spaces are reported by the onsite building manager and quickly dealt with by an active and engaged strata. The unit itself is in very good condition as it has been recently renovated and meticulously maintained.
One of the odors that you smelt upon your arrival was attributed to someone cooking something in another unit. Similarly, any other odor that may have bothered you was not emanating from our unit. As hosts, I am sure that you can understand that it is very difficult for us to control the actions of the other tenants in the building. That being said, as soon as you reported the issues you had with the odors we immediately dispatched our cleaners and the building manager to address your concerns. Additionally, we have lobbied our strata to send reminders and notices to all owners that our building is a non-smoking building and any violations will be subject to fines.
Unfortunately, many amenities in Whistler are seasonal (especially outdoor pools) and ours is not an exception to this trend. The hot tub is normally open during your stay, however, the building was undergoing an upgrade that required the hot tub to be temporarily closed. Our listing does indicate that amenities are seasonal and informs the guest to inquire if they require additional information.
As far as your comments regarding the safety issues and the place not being suitable for children or adults are concerned, these are very serious allegations that we find to be completely unfounded, untruthful, and irresponsible. As superhosts and strata members the safety of our guests has always been our highest priority as our business depends on it.
This public review is the first time you have mentioned anything to us indicating that you felt that your safety was at risk while you visited the building and our unit. If you do have legitimate safety concerns about our space we would encourage you to report them to us so that we can immediately address them.
We have hosted hundreds of guests and families in our units (including our own) and none of them have ever reported any safety issues or felt that the space was not suitable for children or adults.
Finally, as superhosts we have always tried to go above and beyond for our guests, especially if they are not 100% satisfied with the service we are providing them. Your stay was no different. We did what we could to address your concerns and were very supportive and understanding of your decision to find alternative accommodations. Unfortunately, we did have to ask AirBnB to intervene on our behalf (under their recommendation) when your communication with us became aggressive and unprofessional.