This guest and this review have been reported to Airbnb.
The review is retaliatory, inaccurate and a result of the guest failing to obtain a refund or compensation form Airbnb for what they perceived to be an “issue” with their stay.
The initial “issue” this guest had is that the kitchen counter tops and the flooring color were not as they had seen in the listing pictures. This is correct. The apartment was renovated with new vinyl plank flooring installed, new kitchen counters, new calking and paint in the bathroom; with the work done the four days prior to this guests’ arrival. The dates form October 15 to 19 were blocked for this reason. The work was completed the day before this person checked in. We had not updated the pictures on the listing to reflect the new flooring and counter tops on the day this person checked in. We updated them the next day. All other photos are the exact same and have never been “enhanced” nor has any “Real estate puffery” been used. Please note that the new flooring and countertops are brand new and an upgrade to the previous ones.
We communicated with this guest, beginning weeks in advance on eight separate occasions prior to their arrival. We responded to every message within seconds and answered every question they had and accommodated every request they had. We cleaned and prepared the apartment at 8am on the day of arrival to accommodate an early check in for them. They neglected to look at the reservation details and did not know the address, check in details, where the apartment entrance was or the fact that they did not have to walk past the refuse and recycling bin if they had entered from the correct side.
Later on, this guest wrote a surprising message to us pointing out the discrepancy in the picture and asking for a “resolution” to his “dispute” He mentioned that he had paid “no insignificant amount” and implied he wanted compensation because of this.
We felt he was being hyperbolic in his reaction. His tone in communicating with us was very offensive and insulting. I politely explained the reason for the different pictures, explained that it was indeed an upgrade and suggested that he contact Airbnb if he felt it warranted a refund or discount as they facilitate any dispute resolution. He continued to be aggressive and insulting. I then asked him to communicate directly with Airbnb going forward as he was being aggressive, argumentative and accusing me of lying and also insulting my profession. We did not receive any complaint or subsequent request form Airbnb.
As this guest has mentioned, on the odd occasion in the past where a guest has not been 100% satisfied, we have immediately taken steps to correct any such shortcomings by either cleaning, replacing or remodeling any such item or shortcoming.
We have had many hundred guests stay at this apartment and our other apartment in the same house. We hold Super Host status from Airbnb due to exceeding in all criteria and 83% (208 guests) have provided us five stars in every category. We have an average of five stars for accuracy based on hundreds of reviews. We are defensive as we care and take pride in what we do. We feel it is wrong to lie and exaggerate something in order to seek compensation or revenge.
Our promise is to do our best to provide a spotlessly clean apartment, accurately describe through pictures and words our apartment and provide you with excellent service and response times and do whatever we can to make your stay as comfortable as possible. Thank you. Kevin and Annie.