After 10 years of having all good reviews and happy guests I was saddened to read this tenants perception of events and want to assure him that we had no desire to do anything other than provide him with a lovely experience which he would want to return as many of our prior guests have.
I am so sorry that he had these misconceptions. This is our home away from home and we feel "very safe and secure with our 2 young children downtown in this highly sought after waterfront district.
We are located in the center of all of Portland’s rare Waterfront lodgings with spectacular river views and the noises that come from the city and river as fully stated in our listing. This is Portland! That means it is a Port for trains, massive grain barges, river boats, rowing boats, fishing boats, speed boats etc.
We love our location and enjoy the nighttime "privacy and safety" of the Willamette Greenway as the condominium security patrol locks the security gates on each end of the property in the evening and security patrols on site all day.
I will take his feedback on board to make for a better experience next time. However, It is surprising that there was not more tolerance for delays related to the spontaneously broken tub in the washer/dryer. Replacing it was very difficult as there was only one brand/style that fits the small space. Sears delivered damaged units twice (which we refused to accept) and then finally got an undamaged unit installed. Gift cards were provided for ample laundry use at a local Portland style Laundromat/Pub during this time. Since the guest had a vehicle this form of compensation seemed fair and reasonable.
It is also surprising that this guest expected replies to his approximately 3-10 emails, texts, and calls per week during the aforementioned events.
Communication of all pertinent information related to the entire condo complex's plumbing issues, replacement of the suddenly non-working washer/dryer, and unexpectedly shattered sliding glass door was all communicated in a timely fashion and replacements made as soon as humanly possible.
Handoff of communication was done to eliminate the continual bombardment of messages when all information was already communicated.
After more than $4k of unexpected and bizarre costs during this single 3 month tenancy, it is surprising the tenant does not show more empathy given our immediate response and full communication of all pertinent information. Especially surprising in light of this tenants repeated requests for rent reimbursement (which was provided) during the unforeseen water/sewer disruption and early departures.
In the event of the sewer outage we even offered to cancel the stay without a cancellation fee. This guest declined and said he loved our place and didn’t want to leave.
In addition, the 3 requests that we made to move his car during the condo’s Parking lot re-painting was not followed, thus causing additional costs and inconvenience for us..
We love our location in this highly sought after waterfront district and will share this wonderful condo for decades to come.
I will take his feedback on board to make for a better experience next time in whatever way we can.