Risposta di Lorii:
Thank you for sharing your opinion. I see the information you have enumerated. I feel sorry you feel bad. If the situation has been communicated, we could have taken care of it. I need to account what transpired. Please accept our apologies. We wish you good luck on your travels.
>>Aug. 29 till September. The first time Tarik booked with us was August 29. They have been moving back and forth in our studio and 1 bedroom and we never charged them extra for using whichever room they moved to and honored the price they were paying no matter which room they were at nor charged additional during the weekends out of courtesy. Actually the studio is more expensive because we lowered the cost of the 1 bedroom so we can have more reviews for it. (The 1 bedroom was opened for rental later than the studio).
>>November 5. We never denied there is a construction noise. This is actually what is stated in all our listings. It seems like this was overlooked by Tarik. “NOTE: Please note that there is a unit on the west wing of the building which is being renovated. It is on a different level so the noise will not be that much. If you are sensitive to noise, please look for other alternatives.”
>>In November 5, he booked again. Since they wanted to extend but there was another guest coming on November 6 in the unit they were occupying, they booked the two bedrooms.
>>Here is what I have sent: “Hello Tarik, I see you booked again. I feel comfortable if you just stay there in the room that you are occupying currently. I need to let our personal assistant know if that is fine with you so we can just do away with the process of moving. Please advice.”
>>I see there was a miscommunication as it was not adviced they had a different idea. I feel sorry for that. We were trying to help them keep the room they were staying to avoid the inconvenience of moving so that the incoming guests for Nov. 6 who were supposed to check in the unit they were currently using can just be the people who would be moved. We would have refunded Tarik the extra amount he paid for.
>>Tarik confirmed it was only him and his girlfriend staying in the 2 bedroom so they were set for one bed by our assistant. Once he was set up by our personal assistant, I never heard anymore message that they wanted to use the other bedroom for working purposes.
>>Aug – September stay. In the middle of it all, the Airbnb account of Tarik was blocked because his account was being verified. For that reason, we had to always follow up with them if they were extending and had to wait for their payment so I can block the room in Airbnb. If not, someone else can book it and it would be overbooked.
>>My previous assistant said, “They're messy and dirty. They didn't even know how flush the toilet. Aside from that, his companion was complaining why we didn't inform them yesterday that someone wanted to book yesterday so they could have paid earlier. I told her, that this place was first come, first served. It's even hard to tell them that its check out time. They just checked out when I told them for the 3rd time that I would charge them for over staying. But his girlfriend was making a complaint and blaming us why we didn't said earlier that someone wanted to book. This was what she wanted, while they were checked in…if someone asked for the place or wanted to book we need to inform them that there was someone who was interested to book. I explained to her that it's not our obligation to inform them every time someone was asking because this was first come, first serve. I said, they need to book early so it is sure. And the guy said, yeah you're right and you have point.”
Anyway, we let that pass and did not say anything. Besides, the account of Tarik was blocked so we cannot give any review at all.
>>November 5 and 6. To our surprise, he came back and reserved again. Since based on our last experience with them, it was important for them to be able to be able to book last minute, we felt obliged to ask them ahead of time if they would be extending so they can have the priority to book and not be left with no room again to book just like what happened in September.
>>November 6. This was what my assistant said, “I'm sorry because they had not wash all the utensils, pots, plates cups and they had left empty plates in the fridge, left over food in fridge empty sachet of powder juice drink. And, many more." On the phone she added, “they had left a stain on a towel and put the trash beside the refrigerator outside the garbage bin.”
>>November 7. My assistant sent a message before they checked out in Nov. 7. “We expect the room will be clean as when you arrived otherwise we will be charging $12 additional for cleaning.” We never have charged for cleaning but since they have repeated what happened last September again this Nov. 6 (leaving a mess), we have to send this message to them. Nevertheless, after getting this message, they cleaned up. We gave them a review that was brief that would reflect a feel of what was our experience like.
>>We have hosted over 80 trips through AirBnB both in the Philippines and US. In that time, our priority has always been the convenience of guests. We are proud to be a superhost and to share our home.