Luxury 2 bed Apartment Near Canary Wharf

Thank you for taking the time to leave your feedback. I’m sorry that your arrival experience was frustrating, as I always want guests to have a smooth and straightforward check-in. Regarding the lockbox, the check-in instructions provided to you included both written directions and photographs showing the location of the lockbox and how to access the keys. These are the same instructions that have been successfully used by hundreds of previous guests. When you had difficulty locating the lockbox, I also took the time to assist you personally by video call and explain where it was and how to retrieve the keys. I was therefore disappointed that the check-in assistance was described as unhelpful. I was available to help resolve the issue, although I found the tone of the conversation during the call unnecessarily confrontational. Regarding the air conditioning, I understand your frustration and appreciate that this was important to you. The property did not have air conditioning available during your stay as the air conditioning system listed is a heating air conditioner and not a cold one and we can understand how this can easily be confused. I understand that VRBO subsequently addressed the matter with you directly and provided compensation. I am pleased that a resolution was reached through VRBO. I also take comments regarding cleanliness and the condition of the apartment seriously. While the apartment is accurately presented as a luxury property, I have reviewed the points you raised concerning the carpet stain which they are just generic stains that has to be removed by a professional but this one stain located slightly underneath a bed side table. The refrigerator and freezer were in perfect condition why you would look under it is absurd to me and laundry detergent isn't advertised in our listing as supplied by us. I do, however, want to clarify that I did make efforts to assist you during your stay, including providing personal video assistance when you had difficulty with check-in. although you came off to a rude and unpleasant start. I’m sorry that your overall experience did not meet your expectations, but I hope the positive points you mentioned the working appliances and plumbing, quiet bedrooms, and convenient location next to the DLR are also useful to future guests considering the property as seen on many other platforms my houses are 5* accommodations for all.