It is very sad for us to hear such a negative and aggressive message from a guest when at all times we attended to their needs, complaints, made exceptions to accommodate their demands, while we were daily harassed with emails from the guest with numerous complaints. Harassed to the point that we felt like we had to have Airbnb mediate our conversation and ask them for guidance. During the guest’s stay we offered, at several moments, for the termination of the reservation so they could find an appropriate place for their holidays, agreeing to full refund for the remaining of their stay, but the guests insisted in staying aware of all the conditions of the apartment at that moment.
In our defense, as the guest and Airbnb are aware, the leakage caught us all by surprise and we did everything in our power to try to amend and fix the infiltration during the guest’s stay. As DeWayne himself mentioned, we were all quite unlucky with the exaggerated amount of rain that Rio faced during the guest’s stay, which had us all impacted. Buckets were placed on the floor for everyone’s safety, as an attempt to avoid a damp floor while the water leak was fixed. In addition, as proved by Airbnb, our listing is very true to the property itself, as well as everything that is offer: 1. there are washer and dryer options, but as advertised might incur in an additional fee; 2. it is very clear in our property description which rooms have AC, which are all the bedrooms and the projection room, so in reality only the entrance living room and kitchen are not equipped; 3. we have never advertised a full sized fridge, but have clear pictures of our kitchen, bedrooms and living spaces so we make sure our guests know what to expect. We also encourage all our guests to ask us about our property and let us know if there are any specific things they need as soon as we confirm their reservation. So, in summary, the guest’s complaints about our listing’s promises are very wrong.
It is funny that the guest only complaint about the keys not working close to their departure. DeWayne mentions that it started working afterwards. The truth is that, though we tried to meet the guests to verify and replace the keys, they never got back to us, thus we were never able to replace the keys. It only shows another untrue complaint from the guest. We have obviously worked in repairing any problems in the apartment caused by the rain as soon as the guests left. We are very honest and are working daily to have our guests enjoying their holidays and feeling like home in our property and hope that we will be able to keep doing so for all of our future guests.