We stayed at this location this past weekend and had a terrible experience. Rather than posting negative feedback which I know can really hurt businesses, especially during these times, I am reaching out to you you in the hope that you will be able to resolve this in some way.
1) Our room number was 302, on the 3rd floor. The elevator was not working when we got there and did not work for our entire stay. No where in the listing was it specified that this building does not have a functioning elevator. My husband has a heart condition which makes it challenging for him to climb stairs. When we asked the staff if our room could be changed to one on a lower floor, we were told that there was no availability.
2) We arrived on Friday and found our room was left unlocked. We wanted to wash up quickly and then go out to eat since we had not had the chance to eat anything all day. There was no soap in the bathroom and upon trying to leave, we could not lock the door. We walked around and found a very helpful person (Kiara) who got us soap and re-programmed our lock so it would work. All of this took close to 45 minutes. On our return, we found that we had been locked out as the codes had been changed.
3) Once we got in, we found that our TV did not work. We use Chromecast at our own home so are well versed as to how it works. Nothing we did made it work and both my husband and I tried on our separate phones. We went looking for Kiara again. She told us Kahlil would be able to help us. Later that evening, Kahlil tried but could not get it to work. He told us that he would inform his supervisor and that it would be resolved by that night. It never got resolved and despite repeated reminders to the staff, our TV did not work for our entire stay. Kiara informed us that our cable was not working so we had no cable and could not get Chromecast to work.
4) The bathroom stall is full of mold. I have taken pictures. The room itself has soft spots and water marks on the ceiling. Again, we do have pictures to support all of this. I am allergic to mold and had to rush out to get medication. Once again, we asked if our room could be changed, and were told there was no availability.
5) There were no plates, not even plastic ones, no plastic ware, nothing in the room. Most AirBNBs we have been to do offer these basic amenities. There was no coffee maker either and no coffee filters. Once again, Kiara told us that we could get some from the pool area.