So, I'll start with the good----they had very timely communication and would always respond to questions. That was really appreciated. Also, the apartment is in a very central location--easy to get to and walkable to lots of places. We felt like the apartment was spacious. We also liked their digital entry systems both at the front of the building and to the apartment---it made us feel safe. The AC in the house works really well and that is a big deal to me---I like it cool. It was a nice touch to have an Amazon locker system--though we did not use it during our stay. Also, the evening security guard is a super nice guy and he even helped us with our luggage! That was an unexpected surprise and we appreciated him so much! He deserves a bonus for being so kind and friendly!
We have stayed at numerous AirBNBs/VRBO and have only been absolutely blown away except for this stay. We were really disappointed that our apartment was clearly not staged for comfort. For example, we were staying for 4 nights and we only had one half roll of toilet paper in one bathroom and the other bathroom literally had about 10 squares of toilet paper left on it---with no toilet paper to be found anywhere---we searched the entire apartment. Also, the trash can was left without trash bags, also with none to be found. We were told that all these items were provided. There was also no laundry detergent to be found. Once we asked about these items, they directed us to a cabinet on the 4th floor and a code to get supplies. It just seems to us that they could have told us that information prior. They knew we were staying 4 days---you'd think they'd have known we would run out of items/not have the things we needed/things they said they would provide. Also, our kitchen floor was sticky and we had to clean it. The couch had numerous stains and tons of crumbs. One bed had very clearly brown stained sheets---not things you expect when we know that the previous guest paid $200 for cleaning. Short cuts all around. However, they did send in their cleaners the next day to steam clean the couch, but let's be honest...if cleaners are actually coming and doing a good job, the couch would not have been in that condition. Also, previous to arriving, I had asked about toiletries, and I was told that shampoo, conditioner, and body wash would be provided. Their version of that were very small hotel samples of a 2 in 1 shampoo/conditioner, and those small bars of soap you get at a hotel--not what they said---that is not body wash. When I sent them a message, saying that all we found were "crappy" hotel samples, and that it was "ridiculous" that there were no supplies in the home (paper towels, toilet paper, trash bags, laundry detergent), whoever answered me got extremely offended and said that I could not use that language and talk to their team that way. They also said they would only apologize for the condition of the couch if I apologized for my language---just very immature behavior for a company. They also said that I was a guest in their home and that we could cancel and leave if we wanted to---ha! Funny, considering they would just pocket our $2800. The WIFI also never worked in the home despite their troubleshooting instructions. We did just log onto the other apartment's WIFI without any trouble. I believe this entire building are their units.
My advice to "Brian and Heather" would be to actually *think* about the things that can make a guest comfortable---adequate and correctly described supplies, directives before hand on how to get more needed supplies, and consider having extra bedding and towels available to your "guests". Also, when you make a big deal about how you need time to "clean and sanitize" before each guest arrives, then the apartment should actually be clean when your guests arrive. All of these things just made it feel like they were taking money-making shortcuts.
I would, however, stay here again, with the knowledge that I had to bring my own supplies. Good Luck to Brian and Heather in creating a more comfortable "home" for your "guests."