Reply to Complaint: Carlos asked to stay in our villas for 10 days. Furthermore, requested a discount, enough food for breakfast in the refrigerator and laundry available at the property. Carlos seemed very polite and courteous and it is in our best interest to provide quality service to our guest. However, we do not offer these services in our Airbnb site. Nevertheless, we granted Carlos a discount, food and laundry.
When Carlos arrived at the property, he started to experience some technical problems with the internet connection; internet router broadband light flashing red then green. We immediately called (Xfinity-Comcast) to send promptly a technician to correct the problem. Carlos was present when the technician from Comcast arrived to service the internet issue. Moreover, Carlos was advised by the technician that the broadband problem was fixed. We followed up with Comcast on this issue, because it is our policy to assure our clients are satisfied. However, there are cases when it is out of our control, because of unexpected technical wiring conditions that are of Comcast problems and not ours. Since the problem with Comcast was not satisfactory to our clients we cancelled our contract with Comcast and contracted with AT&T. Services were running in 3 days with our new internet provider (AT&T).
We advised Carlos with respect and courtesy that he is in his rights to find another place that can provide him with internet service, because we do not want our clients to feel uncomfortable. Moreover, we offered a free night for the inconvenience of not having the internet service.
Finally, the complaint of the shirt stained is still under review, because we do not have proof that the stain was not their formerly. The other clothing had no issue just that piece. As of today, we have not have any clothing stained. The laundry was provided to him as courtesy, the machine is not for the guest use of that villa. This is the reason we do not offer this service to avoid issues of broken machine, or the clothing is stained, etc...