With this being my first time booking with AirBnB, I had hoped for a great experience. The rooms themselves were pretty nice, however, a bit misleading. This PH is advertised as a Penthouse apartment when it is actually 2 hotel rooms, with no adjoining door for easy access in and out of the rooms. We left the entry doors propped open so that we did not have to key in and out to utilize the kitchen area and bathrooms in the room next door, not a huge issue but misleading.
When attempting to throw items away, we noticed that there was no garbage can in the master bedroom or master bathroom. This was a major inconvenience for a group of 7 women, when you consider the obvious privacy needs of women. Even after contacting both the property and StripViewSuites several times throughout and to the end of our stay, we never received a garbage can. The young lady I spoke with over the phone from StripViewSuites was pleasant and attempted to assist, however it was apparent she was just delivering messages from higher management. By the 3rd day, I asked to speak with a supervisor through StripViewSuites because our issue was not getting resolved. I was told that I would receive a call back from who I thought would've been a supervisor, needless to say, I never received a call. On the 3rd day of our stay, we noticed that one of the showers was rusted and completely stopped working! Another major inconvenience for a group of 7 women attempting to get ready with no knowledge that the shower is rusted and would be inoperable! We made alternative adjustments for all of the group to get ready in a timely manner to make our reservation. Upon contacting regarding the shower, maintenance did come to repair it, however it was after we had to make the alternate adjustments for showering and getting ready.
Due to never receiving the call back that I was told I would receive, I contacted again after check out to speak with "a supervisor" to inform of my concerns that never got addressed though I reached out several times throughout our stay. If for nothing more at that point, me speaking to my concerns could at least provide insight to the host that there were issues that never got resolved and they could address it for future bookings.
I immediately received a message from a rep stating "your issues were resolved and you will not be receiving a refund" which was totally dismissive, offensive and belittling! I never EVER requested a refund and to assume my issues were resolved without first inquiring about why I was still reaching out was unacceptable and invalidating! After I responded informing the rep of my disappointment with the response she gave without first checking in to see why I was still requesting to speak with someone, the host finally reached out to me. The host came off as very arrogant and unbothered by my concerns. In his initial contact with me, he stated that all communication would be through message, which is his right, however it felt like a lack of sincere care or genuine desire to address my concerns, that displayed a poor morale of customer service within the first contact I had with him. The host went on to be almost as dismissive as the rep I messaged with prior to him, telling me that we did receive a garbage can when in fact we never did. I'm not sure how people who were not present during our stay can tell us what we received or not but complete disregard for the inconveniences my group endured! Especially since we checked several times daily within the rooms and outside the doors throughout our stay for this garbage can that was never delivered. If that wasn't enough, when I shared my concern for the fact that the shower was rusted and became inoperable, the host stated that he did not even know that there was a problem with the shower! But kept trying to tell me that I received something I didn't! I mentioned that it is apparent that the lack of communication between the host, StripViewSuites and the property was subpar and as a result, our needs were neglected! The host barely extended any remorse or care for the inconveniences my group endured during our stay and that to me says a great deal about the character and intention of this host. Customer Service is an essential element in maintaining business. People may forget what you say or do, but they will never forget how you make them feel! You want to feel valued as a consumer and that you spending your hard earned money with whatever business warrants at the minimum, a level of quality customer service that communicates respect and appreciation for choosing to do business with them. The negative, dismissive, invalidating and accusatory nature of the responses I received from the host and the rep prior to me speaking with him was discouraging and made an already challenging experience even worse! These factors contributed to my rating of 2 stars, coupled with the inconveniences my group had to endure during our stay.