2G| Homely Private Condo| Charm in KAT & Marketplace|

Thank you for taking the time to share your feedback. We take cleanliness and guest satisfaction very seriously, and I want to address the concerns you raised directly. Our units are well-known for being clean, and we hold our cleaning team to a high standard. Upon your arrival during the holiday season, you brought concerns to our attention, and we immediately took action by sending our cleaning team the same evening to address them. We specifically instructed the team to focus on all areas of concern you mentioned. Regarding the issues: The hair on the floor you described was minimal—one snagged hair in the carpet and one on the bathroom floor. The bathroom cleanliness issue stemmed from the municipality’s annual water cycle, which temporarily affected water clarity across the entire building. We communicated this to you promptly, as it was outside of our control. The bathtub, bathroom, and dishes are always cleaned thoroughly between guests. Used dishes are washed in the dishwasher, and the bathrooms are sanitized as part of our standard cleaning process. Despite addressing these concerns the first night, we were surprised to hear additional complaints the next morning. Although we offered to send our team a second time, we requested a suitable time to respect your privacy, which we did not receive. When we eventually gained permission to enter on the third day, our team focused on the concerns you initially raised. However, additional requests—such as full cleaning and remaking beds that had already been stripped and partially remade—went beyond our original scope. As a courtesy, the cleaning team still assisted with making the beds. It’s important to clarify that at no point did our team leave food debris or other items in the unit, and we do not endorse the accusation that this property is a “health hazard.” We made every effort, sending our cleaning team three times during the busy holiday season, while maintaining open communication with you. We also refunded your cleaning fee to acknowledge your dissatisfaction, despite the challenges posed. However, we could not offer further refunds for accommodations, as the unit was actively used throughout your stay. We sincerely regret that your experience did not meet expectations. While we pride ourselves on providing clean, well-maintained accommodations, we will use your feedback to improve further. We wish you and your family all the best in future travels.