Although I appreciate the feedback from everyone, who stays in my unit this one is disappointing as we strive to provide the highest level of service and property.
Based on your star review I noticed that although you gave 5 stars to ACCURACY, CLEANLINESS, and LOCATION, you gave 2 stars for COMMUNICATION and VALUE, and 1 star for CHECK-IN. As such I will attempt to respond to both these and your review in a subject format.
As it relates to check in, I was surprised to see your comments on it and the 2 stars. Both my property manager and I communicated with you since January 18th when you informed us you were not going to check in at your previous time and we accommodated we immediately responded.
My property manager again followed up with you on the day before your checking (January 30th), to confirm what time you would be arriving so to confirm the time you would be arriving and confirmed whether or not you knew how to get to the property itself and gave you her direct number should there be any issues, these communications with the property manager through the Airbnb email system. To my understanding, there was communicating with the security at the front gate not speaking English is something we have no control over especially when being in a foreign country. however, after this, I believe there was no issue checking in.
As referenced before, every time a message was sent to both myself and the property manager, we responded within 5 minutes as I review the messages we have here. Although at the unit you reference some pretty serious accusations in regards to the property manager having a condescending attitude towards you which wouldn't have occurred if you were "a White guy in his 50s". I've known and worked with my property manager for quite some time and also being a black male and having nothing but positive experiences with her; I have to report that she has never treated anyone different. A review of other people who have also reviewed the unit would evidence her having a positive experience with the unit and her. Also, I would not want to discount your opinion, I have to also defend such allegations as at most not consistent with previous involvements I am aware of.
I find the value ranking shocking given that you've given 5 stars to the other categories related to the property AND given the fact that the property itself through my last review of comparable units are in the same range, AND at times MUCH lower, given that I've included additional amenities such as an additional TV with Netflix access, a wi-fi extender to have additional internet coverage and updated appliances. Regarding the electricity itself, we communicated regarding the potential charges on November 3, 2017, in which I explained the breakdown of daily use and the suggestion on how to avoid the additional cost.
OTHER ISSUES REFERENCED IN THE REVIEW
Firstly you mentioned that she asked if you "broke anything and inspected the apartment like a detective." We have a policy of reviewing the property at or after the parties check-out to address to ensure that we can accurately account for any damage which may have occurred to the apartment as any host should. That being said the unit was inspected PRIOR to your arrival and the fan was working and functioned perfectly, we are assured of this because after each person checks out, we shut off all items including the fan to conserve energy. It wasn't until after you arrive that the fan was broken, that being said we also DID NOT CHARGE OR ATTEMPT TO CHARGE YOU FOR THIS, and just considered it wear and tear to try to be accommodating.
You also mentioned the issues you had with the unit, in which the property manager immediately tended to those issues and after MY PERSONAL inspection after you checked out found those issues in working order.
As it relates to the safe, there are two copies of the safe key, and one key is ALWAYS offered to the guest, it was my understanding that you refused it and wanted to use the dial in which after my PERSONAL inspection had no issues either, however, the key to the safe is always offered as an option to the guest.
The water pressure to the unit, although not to the strength which many would be accustomed to in many "1st world countries", again, my PERSONAL check of the item showed no issues. The same with the drains in the unit. I'm presuming that these things were repaired either at the time or shortly thereafter.
Regarding the door lock. it is correct that the bottom lock is not working at the time. However, the top lock had no issues after my PERSONAL inspection. We are still awaiting a new order of locks to replace that one, HOWEVER, until that time the door does lock and is secure.
That being said I do appreciate your feedback and do wish you well should you decide to return to any of the other units on this property as I personally always hope that every person who comes here to travel has a positive, enjoyable stay. We also welcome anyone who has thoroughly read through this review to please contact me directly if they have any questions regarding any of the issues and responses made here also.