It would be remiss of me if I did not respond to Lindsay’s review as in no way are we deserving of such as we were in no way at fault.
Airbnb does a phenominal job with their website permitting their hosts to showcase their properties providing potential guests with pertinent information such as description, policies, advice & photographs. Tourism is our passion & livelihood. As a single mother of 2 university students who is employed in Corporate Hospitality at a 5 star hotel, often working shift work, a Certified Tourism Authority as well as a Blue Flag Ambassador for Tourism, we designed our websites to be efficient & self-explanatory. The rest is up to you.
I will let the information provided, be evidence of the communication & reveal what transpired & speak for itself. Correspondence sent to Lindsay prior to confirming her reservation to following her departure. It is evident that she did not read the information on our Airbnb website nor her Airbnb Confirmation Letter which provided the full address, driving directions, description of property, photographs identifying the unit she booked, the sign located on the outside of the entrance door of the property clearly identifying the accommodation she confirmed. Based on our numerous accolades and 4 star reviews that previous guests wrote & the abundance of information we provide, one will truly attest to the fact that we are truly not at fault.
Clarification in regards to Lindsay’s Review:
Lindsay reserved June 16th to June 20th. She claimed that she had a meeting at Pompano Beach Club which I respected & told her she can fill out the form later, no problem. Off they went. 2 days later June 18th, I felt it necessary to write a note & tape it to the door once again reminding her to complete the Registration Form & submit payment. She returned the Registration Form later that evening; neglecting to register all of her guests, instead she duplicated the names on both sides of the document. She still did not include the money owed. Ignoring my 2nd letter of request, she still had not made any effort to contact me or to make restitution hence June 19th I posted another note. I heard her come in around 10:15pm & I telephoned Lindsay & requested to come & see her. She was not in bed & came to the door fully dressed in swimsuit & cover up. As a professional & respecting the privacy of our guests, I stood outside. It was evident by her unprovoked irrational behavior that she was inebriated. Despite the fact that she proceeded with raising her voice & disrespecting me by cursing in a volatile manner & said she didn’t care if I called the police to remove her from my property, I remained calm. Her friend Tim appeared & introduced himself to me & interceded to calm Lindsay. Because of her irrational behavior I felt it best to walk away. We had guest check in around 11pm & I was showing them around the property when Tim came out handsomely dressed & walked to Pompano Beach Club.
Communication between both parties:
May 23rd, 2015 Hello Sabrina - I have really enjoyed reading your reviews and your property looks amazing! I originally planned a trip to Bermuda for a work event that is no longer taking place, my husband was also attending. The tickets are bought and we have always wanted to experience Bermuda! Now, without work obligations, we can enjoy at our leisure. I hope you are able to accept our request. Thank you! Sincerely, Lindsay Steen.
May 23rd, 2015 Lindsay, It is a Bermudaful Day in Bermuda & I trust that no matter where in the world you are, you are having one too! Thank you for your reservation. We look forward to welcoming you to BERMUDA our island home. As your personal concierge, you will be in ‘the know” on what to do & see & help plan your itinerary. We will assist you.
The exact address of the accommodations, contact numbers are included in your confirmation. Please advise us of the following: Flight details (Airline, Arrival & Departure times), Full names of you & your guest. The request for this information is imperative to enable us to assist you better. It is important that you contact your host Sabrina (phone number provided) or Mrs. Talbot (phone number provided) inform us that you have arrived & that you are on your way to the property especially in the event you do not come directly to us; in addition to provide us with the opportunity to get to the property to greet you & let you in; or to advise you as to where to find the key if the accommodation is not unlocked.
Upon arrival in your accommodations you will find your WELCOME desk & Welcome Package. Please complete our Registration Form & sign the document at check in. We provide you with a number of useful maps, visitor guides & a host of information. We are looking forward to meeting you & sharing Bermuda our island home with you & yours. Wishing you safe travels, Sabrina
May 23 Hi Sabrina - Thank you for the prompt reply! We are so excited! How do I reserve the space you have available? For some reason the Airbnb number was hidden in the reply. Let me know what I need to do. Thank you so much again! Sincerely, Lindsay
Jun 10 Hello Lindsay Just a note to touch base. Providing us more than a 48 hour notice we can assist you in arranging a Taxi to pick you up from the L.F. Wade International Airport once you have provided us with your full Arrival & Departure details. Your ride to our Southampton property should cost you approximately $60.00. Regards Sabrina
Jun 16 Hello Lindsay, np. I'm at work at won't get home until 6pm
Jun 20 Good morning Lindsay, I take this opportunity to address and clarify a few matters of concern to both of us as the quality of your stay at our properties is paramount to us; therefore we make every effort to accommodate you and to address any needs. It would be remiss of me if I did not express my concerns to you in writing, especially after me being subjected to your confrontational, disrespect & cursing at me for no reason last night, in front of your friend Tim. I had a choice of asking you to leave our property or calling the police especially since it was apparent, that you were under the influence of drugs or alcohol, you may recall me asking you. However, I took into consideration the time of night and felt you just needed to sleep it off. You stated that we were disorganized and you were not happy in our accommodation, I then asked you, why you waited until the night before your departure to share your sentiments, for which you gave me no response and said you didn’t want to discuss it.
We make every effort to be efficient and organized, as you would agree, it can only be successful, if everyone participates. Your records will reflect that prior to you accepting our accommodation & following confirmation of your reservation, our published information on our website provided you with pertinent information which also required you to provide us with certain information which needed to be submitted to us prior to your arrival for which we never received, nor did you adhere to. The information was also available to you which was located on the desk in your accommodations. In fact, you claimed you did not receive it & was unaware.
In our published correspondence, prior to your arrival, you will see that we requested that you inform us of the following:
a)Your Flight & arrival details & names of your guests; this would have allowed us to know when to expect you at the property to greet you & get you settled in.
b)It is important that you contact your host Sabrina (phone number provided) or Mrs. Talbot (phone number provided) inform us that you have arrived & that you are on your way to the property especially in the event you do not come directly to us.
c)It is my understanding that when you made & accepted the Airbnb reservation, Airbnb then sent you pertinent information such as the Host's Directions address of our location & how to find it. In addition, visible signs are posted on the wall outside of each accommodation.
d)House Rules informing you that: each guest is requested to Register upon arrival. Your Registration Rental Agreement is located in your WELCOME PACKAGE. You are asked to read, complete, sign and submit immediately upon arrival.
e)House Manual: Upon arrival, you will find in your accommodation our WELCOME package. Included will be your Registration document and you are requested to read and complete ALL of the information therein upon arrival.
Following our normal protocol, the day you arrived Tuesday June 16th, 2015, I requested that you complete our Registration & Rental Agreement whereas you asked if you could do it later as you were making a meeting, for which I obliged you. As you were busy enjoying Bermuda with your friends & I was working, it was hard to catch up with you.
It is my understanding that at Check-In, through no fault of ours, apparently another guest who arrived the same day but arrived at the property before you, mistakenly was in your accommodation, which was quickly sorted out.
Lindsay I have been informed that you scheduled your Taxi operator to pick you up at 1:30pm. Kindly be advised that Check-Out is at 11am; however we gladly will accommodate you with a late Check Out, if you need anything, please email me or call me on my cell on (phone number hidden).
As you stated in your initial request for our accommodations, “Hello Sabrina - I have really enjoyed reading your reviews and your property looks amazing!
I am confident that you found everything as described & read, the communication prior to & upon arrival that our accommodation provided you much more than a hotel at extremely generous rates, with no taxes & an additional savings of 19%.
We know that you had an enjoyable stay in Bermuda & at our home & we wish you safe travels home. Warm Regards Sabrina
Jun 20 Hi Sabrina - We have departed the property and are in a taxi on the way to our friends house on another part of the island. All the dry linens are in the laundry basket, quilts folded and pillows left on couch and bed. Dishes are clean and left to dry, just a few glasses in the sink. Trash was collected and put in the trash bin outside. Everything unplugged, A/C off, fan left on. Thank you for your hospitality. Lindsay
Jun 20 Good morning Lindsay, I appreciate you for taking the time to email me. Know that it was a true pleasure meeting you and you sharing your good times in Bermuda with all that you did.
We are looking forward to your return. Should you decide to return & stay with us in the off season (November, January 15th to February 5th or March 1st to March 10th) for more than 4 nights for you & 1 guest, we will gladly give you a complimentary night. Again... Safe travels Sabrina
In closing, Lindsay neglected to follow our published protocol by providing us with requested information & reading the information provided which would have avoided any inconvenience; therefore we cannot be held accountable.