This is an unfair, inaccurate and exaggerated review from some very unhappy people.
Yes, there was an issue with the towels. This issue was immediately addressed, apologized for, followed up upon and addressed. We apologized, and do apologize, for this issue with the towels.
The rest of this review is mean spirited and false.
I have managed 5, plus airbnb units for 3, plus years. I have never not had towels placed in a unit. I have never completely missed an email communication. Apparently both of these things happened in this case.
I received a standard report from cleaning that towels were missing, 3x bath towels, 1x hand towel. Standard procedure, I initiated a charge to replace these towels. I heard back from the guest that they had never received these towels and that they had communicated this. I only received email stating, “We have arrived and are in ok.” But … I honestly tend to believe this guest. So when I heard back from him, I immediately apologized and said I would look into it. I did not and could not determine that towels were not left there; nor that Victor had sent this email re: towels; but, again, I am willing to allow that we made this unique error. So again I apologized via email and of course removed any claim to additional charge.
That said, Victor received emailed self check in instructions complete with cell phone and office number to reach me. There was also the standard info packet in his room and the standard info sheet posted on the inside of his apt door. He had multiple phone numbers and my email address and my physical apartment location inside the building in order to communicate with me. It was a three day reservation. I emailed prior to arrival, received email stating instructions received and another saying, in ok. I also met Victor +1, in person, checking out. There was never any mention of towels or of being unhappy. Again, I personally apologize for any error re: the towels; but, in fairness, he had multiple ways and opportunities to communicate the issue as well, which he did not pursue.
I say this because it is obvious that this is a very unhappy person here.
Example: parking. We offer a parking spot with our Airbnb units. These parking spots are assigned to the individual units. They are located directly next to the building in a parking area. This parking area is lit. I have never had any issue with the parking. I have never received any complaint re: the parking. Here Victor complains about the parking 2x! Why? Because it’s not enclosed? Because … ? I have no idea, genuinely, what is his issue here in re: the parking. I mention because it serves to establish his general intent and point of view here in this review.
And here is the real give away as to the intention of his review: that he found roaches in the apartment. There are no roaches in the apartment! There are no roaches in any of our apartments! The previous guest found no roaches! The current, since, two guests staying in the apartment, found no roaches! I can find no roaches upon inspection! The cleaning staff has seen no sign of roaches! There are no roaches! To say there are roaches in the apartment when there are none is unfair, and untrue and speaks to a mean spirited person.
Apartment 100 is our largest and most premium “efficiency” unit - meaning it has no full kitchen, i.e., stove. It has extra high, high ceilings, faux fire place, feux wood beam ceiling, kitchen area with counter, table, kitchen sink, 3/4 refrigerator, hot plate, toaster oven, coffee maker, micro wave. We give guests the apartment they book. If we upgrade - to this unit or to our full single apartment (with full kitchen) - our policy is to notify / ask the guest … even though it is an upgrade.
I stand on my record and reviews of this unit and others at this address.
The rest of the review I am not going to address here otherwise except to again refer to the obvious intention to hurt and cause injury to our longstanding and consistent reputation. We provide an excellent value at an affordable price in an excellent location in Hollywood. We have from the first and we will continue into the future. Our goal is to have happy guests. Obviously, we did not succeed here and I am sorry for that; but, though our motto is that the customer is always right, in this case, this customer simply is not, not right, not fair, and not accurate.
Mark soper, Manager