Cameron moved from Cabarete a short time ago, and having worked with Airbnb for a long time for my real estate agency, I agreed to help him and became his co-host just a few days before Stan's arrival.
It is true that some details needed to be improved as Stan pointed out. However, I must say that Stan was very unpleasant from the beginning to the end of his stay, despite all the help we gave him and proposed (our office is less than a minute walk from the studio, it is very easy intervene quickly to meet the needs of guests). So, I'm not too surprised by his comments which are very exaggerated and of bad faith.
For those interested in Cameron's studio and asking questions, here are our responses to Stan's comments:
1- Check in
There is nothing wrong with the host not being there when the guests arrive. We always try to have someone present when our guests arrive, but unfortunately this is not always possible. Whatever happens, guests are always informed about where and how to get the keys. Stan arrived on a Saturday afternoon, when our offices were closed, and I personally warned him before his departure that the keys would be available from the security checkpoint at the entrance of the residence, and that he would be visited from Monday morning to make sure everything was well.
It is true that one of the windows of the studio overlooks the local garbage cans, but the pickup is never very early in the morning, lasts only a few minutes and can not be almost heard if the window is closed. We have never had any complaints about this topic other than Stan's.
Otherwise, the place is usually very quiet.
3- Light from the windows
The upper part of the windows is actually not covered, as the pictures show. If Stan was so sensitive to the light of day, why did he not notice it before, while observing the photos?
We had never received a complaint about this before Stan's, we will see if we can add curtains at this level.
The description of the studio clearly states that the pool and garden are not accessible to the tenants of the studio. We're sorry if Stan did not read it properly. That said, the sea is only a minute walk from the studio, and there is a pool in Millennium hotel, next door (with paid access).
5. Towels and cleaning
The studio description says that towels and sheets are available, but not that their washing is included.
When Stan asked me on Friday night if the towels could be changed and a cleaning done, I informed him of the cost ($ 20) if we were to offer him this service and the presence of a laundry not far from the apartment as a second option. After consulting the availability of our housekeepers, I informed him on Saturday that a cleaning could not be done before Monday 10 am. He never answered me.
For information, the apartment was in an incredible state of dirt after Stan's departure.
Stan informed us on the Monday after his arrival of a pressure problem with the hot water and we sent our technician as soon as possible to fix the problem, which unfortunately took longer than expected but was definitely fixed. The technician took the opportunity to repair the door of a closet, which did not please at all to Stan, who asked us not to intervene anymore in the apartment.
No one has ever been rude to Stan, our entire team has shown a lot of patience with him, despite his obvious hostility; his last fit of anger was to slam the door in the face of the person who came to check out at the time that had been agreed with him after he had changed it.