Our room was not as advertised. When we booked this stay, a workspace was of utmost importance. This stay had pictures of a workplace AND included “Laptop friendly workspace -A table or desk with space for a laptop and a chair that’s comfortable to work” in the amenities section of the listing. After noticing that there was no space to work in the room, we went to the desk to resolve this problem. The receptionist told us it was just “bad luck” because all the rooms had desks in it but ours. We requested a change to a room with a desk in it, but he said they were all full.
He requested to see our room. When we showed him our room, he proceeded to move our things off the tv stand and take the tv off the stand. He told us we could use the tv stand as a desk. We explained that this would not work as the tv stand was very small (not a desk at all), an oversized chair would not fit the “desk”, and there was a mini fridge under the tv stand, and now, a tv on the floor. He said he was sorry, it was just “bad luck.”
At this point, we requested a refund. He said there was no need for a refund because he would attempt to resolve the issue in the morning. We explained again that this would not work because we had to work through the night. He repeated that this was our bad luck. We responded that it was not bad luck, but rather, it was false advertising, because we booked a room with a desk which he did not provide and we requested a refund. He said he understood and agreed to issue a refund at this point.
As we were gathering our things, he asked if our room was clean, so he could give it to another guest. We explained that the room should be cleaned before another guest came, as my partner had a cold. He said “let me worry about that,” told us that another guest had not checked in yet, we could have their room, and they could have our originally assigned one. He told us to hurry and proceeded to touch our things to “help us” gather ourselves before the new guest came.
We told him that since we had been dealing with this problem for over 30 minutes now, we had already agreed on a refund, and because we did not feel comfortable giving another guest our uncleaned room, that just we preferred to proceed with the refund. He once again agreed, and took us to the office. He refunded our money for the city tax fee, apologized for not being able to make us happy, and told us we could acquire the full refund for the stay through Airbnb.
When we attempted to initiate the refund, he denied it. This was quite surprising to us, because he had affirmatively agreed to a refund in person, after failing to accommodate us. After dealing with this situation, I would not recommend staying here.