Breathtaking Penthouse in the Heart of PCB. Treat the family, vacation in luxury

Thank you for your feedback. I’m glad you enjoyed our location and view. While I’m disappointed to hear this guest didn’t feel the unit met her expectations, I’d like to clarify a few things for future guests reading this. I personally walked the unit thoroughly before her check-in to ensure it was clean and ready for her stay. I am the person who left a small bag of dishwasher soap tabs under the sink next to the clean sponges for her use. The majority of concerns raised during her visit were maintenance-related. Some claims, like holes in the wall, were not 100% accurate; the walls had recently been drywalled, but we hadn’t had time to paint over them before her arrival. I explained this to her on her second day with us. She also mentioned a fridge drawer being broken. The replacement drawer has not yet arrived. I explained this to her as well. She received a significant last-minute discount, so I’m sorry to hear she felt the stay wasn’t worth the money. I did my best to accommodate her, including reaching out in advance to offer early check-in, which she declined. When she arrived early anyway, I still made arrangements to grant her access, even though I wasn’t on-site at the time. When the AC issue was brought to my attention in the late afternoon, I immediately contacted a repair service. Unfortunately, the earliest appointment available was the next morning. Other concerns, such as faucets not working or sinks not draining, were never mentioned during her stay. If they had been, I would have promptly contacted maintenance. Likewise, had she informed me of food under the beds, I would have gladly sent another cleaner to re-clean the unit. As clearly stated in the listing, we provide four rolls of toilet paper (one per bathroom), paper towels, and dishwasher soap tabs. As a vacation rental, not a hotel, we do not provide personal toiletries like hand soap or shampoo or additional toilet paper rolls and such. I am always very responsive and try to ensure a smooth, comfortable stay. I’m sorry this guest didn’t feel that was reflected in her experience.

Throughout her stay, the guest communicated exclusively with me as the rental manager and did not engage with the owner. Despite our efforts to accommodate her with early check-in, an additional parking pass, and TV issues, she consistently disregarded provided information and lodged numerous complaints. Before her arrival, she complained about the check-in time, which was clearly stated in the property description, and despite offering a two-hour early check-in, she arrived later than regular check-in time. She also failed to read the access codes provided before arrival, resulting in multiple urgent messages and calls demanding the information that had already been sent. Regarding parking, she did not inform us of her need for a 3rd pass until the evening of her arrival, but I managed to get pass approval within 90 minutes. Despite this prompt action, she expressed dissatisfaction with the delay and cost. Late at night during her stay, she contacted me multiple times within a short period, complaining about TV functionality. The next day, the General Rental Manager attempted to assist, but due to guests changing for dinner, he could not access all TVs. He is a manager with our rental company and has no reason to lie, so I’m not sure what the disconnect is here. Upon checkout, she disregarded all 3 of our checkout instructions: leaving the blue parking pass, emptying the fridge, and taking out the trash, which added to the challenges of her stay.