Lovely 1-bedroom studio with AC in Phoenix

We’re sorry to learn through this review that the guest felt dissatisfied with their stay, as none of these concerns were communicated to us during the reservation. Communication with our guests is always open, and had any concerns regarding the property been brought to our attention during the stay, we would have welcomed the opportunity to address them immediately. Regarding the comments about the neighborhood and safety, we take concerns of this nature seriously. After receiving this review, we reviewed our exterior security footage from the duration of the stay to determine whether there had been an incident or interaction that may have contributed to the guests feeling unsafe. We found no concerning encounters or instances of anyone approaching them or the area . The exterior of the property is well lit, and guest parking is located immediately near the entrance to the unit. The unit itself is accurately represented by the photographs in our listing. Previous guests have also shared their own photos in reviews that reflect the same space shown in our listing. The studio is a converted garage space, and we have made this information especially prominent in our listing so there can be no misunderstanding regarding the layout. Regarding the statement about “paper-thin walls,” the studio and neighboring unit are separated by a substantial brick wall. We host this property across multiple platforms and have not received recurring complaints regarding noise or a lack of privacy between the two spaces. We also feel it is important to provide factual context regarding the interaction at checkout, as this was the only significant issue that occurred during the reservation. Checkout was at 11:00 AM. At approximately 12:00 PM, already one hour past the scheduled checkout time, we received the following message from the guest: “We just woke up will be out in 30 we didn’t even sleep under covers we were so tired.” Prior to receiving that message, there had been no request for a late checkout or communication indicating that additional time was needed. We responded within minutes explaining that our cleaner was already on the way because another reservation was scheduled after theirs and that we needed access to the unit. We gave the guests an additional 15 minutes to vacate. We received no response. Approximately another 45 minutes passed, and the guests were still inside the property. Our cleaner had been waiting and could no longer continue doing so, at which point the property owner was contacted and had to come to the unit personally. When the owner approached one of the guests and asked that they leave, the response was that they had not seen the messages and that they would leave within five minutes. By this point, they were approaching two hours beyond the established checkout time. The conversation at that point was certainly firm because the property needed to be vacated and prepared for the next reservation, but there was no intention to be disrespectful or hostile. We had attempted to resolve the situation through messages first and only approached the guests in person after receiving no response and after our cleaner had been left waiting. We would also like to clarify the reference in this review to “unexpected fee requests.” The fees discussed were related to the unauthorized late checkout, incomplete checkout requirements, and an undisclosed dog observed entering and exiting the unit. Service animals are permitted in accordance with applicable requirements. However, at the time the animal was observed, there had been no communication identifying it as a service animal. Without any communication regarding the animal, we had no information available to us indicating that it was a service animal when the issue was initially addressed. We also intentionally do not charge our guests a standard cleaning fee. In return, we ask guests to complete a short checkout checklist to help us keep costs reasonable for everyone. After this stay, the television, air conditioning, and lights were left on, dirty dishes remained in the sink, and the requested checkout steps had not been completed. The additional charges discussed were therefore not arbitrary or unexpected charges unrelated to the reservation; they resulted from the late departure and property/checkout policies that were not followed. We understand that travel can be exhausting, and had a late checkout been requested in advance, we would have done our best to accommodate it. Unfortunately, remaining nearly two hours past checkout without approval or communication impacted our cleaning team and incoming reservation.