A Cozy and Romantic Studio at Heart of Waikiki

This guest's one-star review is unfair and not true. Here are the details as follow. First, “The condo was not clean” is not true. The guest claimed that there were little fake furs below the bed and on the Bathroom floor corner. I explained to the guest that the fake furs were used by the former guest who booked on Oct 11 for decoration and fun and were not hair. Before the guest checked in on Oct 12, I spent 3- hour hard work in cleaning the room, collecting the fake furs, and replacing the bed linens. However, I am so sorry there were little faked furs still left below the bed and on the Bathroom floor corner. Additionally, all the bed linens including the fitted sheet were replaced with newly cleaned ones. The guest definitely knew that. On Oct 12 when I met and guided her for check-in, I talked to the guest on my room that “the bed linens including fitted sheet were just replaced and clean and if you want, I could replace with the other one immediately” and the guest replied” it is fine”. Second, the guest’s request for full refund is unfair and unreasonable. I think the guest already received the 2-night rate refund, however, the review said the guest was full charged for 3-night. When the guest left my room on the evening of Oct 12 and requested for full refund, I said one night charge may be fairer as I spent several hours to clean, set up, and communicate. Also as the cancellation requested on Oct 12 was too late, it is very difficult for other guests to book those nights. Actually, nobody booked my room from Oct 12 to Oct 14. Furthermore, according to the cancellation policy, even though the guest did not stay in my room, if the cancellation request was made less than 7 days before check-in, there is no refund. However, out of kindness, I only charged one-night rate and refund the guest the remaining 2-night rate. Third, the review said “Will not answer text or have anything to do with me” is not true. I always respond to guest’s request quickly with the response rate being 100%. From Oct 12 to Oct 13, we had at least ten text messages through Vrbo platform and 4 phone conversations. Through those communications, the guest knew clearly that the full refund request was unfair and I would refund her 2-night rate. To sum up, as the guest said to me “ if you do not give me full refund, I would give you one-star review”, the guest did give me the 1-star review only because of a retaliation for not getting full refund. I am a premier host and try my best to be kind and helpful to my guests. All the 10 reviews before this guest’s review are five-star reviews, proving how the guests like my room. Furthermore, I could have easily reciprocated with a negative review of this guest but knew that it would really hurt her chances of securing future bookings, so chose not to. Nevertheless, I do take all reviews seriously and understand that we are not always perfect and try my best to meet the guest’s expectations.