NEW! Heart of Huntsville, Amazing design

Fantastic tenant, I'd rent to him again.

Dear Mr. Robert, Thank you for reaching out to us regarding your concerns. We strive to ensure that every guest has a comfortable and enjoyable experience, so I’d like to address your concerns in detail: 1. Cancellation and Refund Policy: As per our VRBO cancellation policy, a full refund is available for cancellations made 14 days prior to arrival. In this case, you checked into the unit and informed our team of your concerns after 8:30 PM, which was well beyond the refund window. 2. Location of the Concern: From your description, the concerns you raised were related to an area outside of our unit—specifically at the bottom of the stairwell. Since our unit is located on the second floor, and we are not responsible for the maintenance of common areas outside the unit (such as the stairwell), the issue you highlighted falls under the responsibility of the building management. However, we understand that this may have impacted your stay, and we made it a priority to address the matter as quickly as possible on your behalf. 3. Prompt Response: Although the concern was outside of our control, we immediately contacted the apartment management team via their emergency services and requested urgent attention. Additionally, we arranged for a member of our management team to visit the next day to assess the situation and address the matter face-to-face with you. Unfortunately, it seems that you did not allow us sufficient time or opportunity to fully resolve the issue before further steps were taken on your part. Please know that we are committed to ensuring the comfort and safety of our guests. While certain aspects like common area maintenance are beyond our direct control, we take every concern seriously and work to resolve any issues as quickly as possible. If you have any further questions or would like to discuss this matter, feel free to reach out. We are here to assist you. Warm regards,

Thank you for your feedback — I truly appreciate you taking the time to share your experience. I want to sincerely apologize for the inconvenience you faced. I should’ve been made aware of these issues sooner, and had I known, I would’ve addressed them immediately. Your comfort is a priority, and it’s frustrating to hear that you didn’t feel that during your stay. Regarding the mattress, I do apologize for the delay. A new one was ordered promptly, but unfortunately, the delivery was delayed by the company, which was outside of my control. I regret that it took longer than expected and that you had to step in to resolve it yourself — that shouldn’t have happened. I’ve also noted the concerns about the couches, chairs, AC filter, bathroom fans, and the condition of the laundry room. I’ll be taking immediate action to get everything cleaned and brought up to standard. Thanks again for your honesty — it helps me make things better future guests. If there’s anything I can do to make this right, please don’t hesitate to reach out.