The Caribbean | Ten Twenty

Thank you for taking the time to share your feedback. We sincerely apologize that your experience did not meet your expectations and understand how upsetting it must have been to encounter a strong odor upon arrival. After the odor was reported to us, we did send an inspector to the unit to determine whether there was an odor present. Unfortunately, odors can travel between units and areas of the building, and we do apologize that a smell had made its way into the unit. We understand how unpleasant and disruptive this can be, especially upon arrival. After reviewing the communication and documentation from your stay, I was not able to locate any photos or reports provided regarding the additional cleanliness concerns mentioned in your review. I also reviewed our phone records and only see one call from the day of your arrival, which was regarding the odor in the unit. I was unable to locate any additional calls or other communication reporting the concerns mentioned in your review. We are sorry to hear that you were disappointed with the condition of the unit and your overall experience. We do take guest concerns seriously and rely on communication during the stay so that we have the opportunity to investigate and address issues while the guest is in the unit. We appreciate your feedback and are sorry that your stay did not provide the experience you were hoping for. -WE