Antwort von Daryl:
Hello, I am quite surprised reading this and the tone used in this (Gary Account) seems very resentful with his personality revealing review of his stay.
For the record, GARY NEVER CHECKED IN WITH US, it was his wife RHODA GIRAO, her SISTER and mother. I'm not sure who is giving this review.
This came immediately after a few hours that I sent (Gary Account) a simple thank you message on his private inbox.
Upon check-in, we clearly sent them a warm welcome message clearly stating that the numbers to which they can reach us, and by that even, 24/7, we can be reached here in Airbnb message app.
We also offered them complimentary breakfast and even discounts to services we are in partnership with.
I never got a message from them on the App, from the time they came in and left.
Seeing this negatively resentful review saddens me, I had to inquire about it with my partner and representative. So let me narate and answer this and correct the facts despite the "Rage" review you have given us. I was out of the country at this time, so my representative was invovled with their personal transaction although I was on 24/7 in the Airbnb app and I never got any complaint until seeing this review now.
I had to get their side of the story.
We extended our check in late to accommodate their evening flight at their request since Gary contacted me for the asap arrival of his wife and company.
Upon check-in, as always we have explained everything as easy as we could so they can rest after a tired flight, especially the hot water shower, tv and all. We check on these things before an actual check-in to make sure it's all working perfectly fine.
Just as we were explaining upon check-in, the sister already wanted to take a shower immediately, Upon check in, we sensed that this client would be demanding in observance of their tone, we figured she might just be tired and we just wanted to check them in as swiftly as possible so that they can rest.
15-20 Mins after check in, indeed a demanding tone of a woman called, saying the heater was not working, We explained it earlier, but thinking she might not have paid attention or was just not paying attention, we explained politely that it can be used as low, medium or high, she just had to turn the button On-low,high etc, it was resolved.
She then called again after a while, saying the shower was broken...we answered and explained again politely that she just had to pull the usual tiny selector (like all normal showers by the way) to shower and from the faucet the water comes up to the shower so she can use it, and then all was fine.
A couple of days in their stay, a woman called again, saying that the TV was not working, we answered again nicely in a step by step manner, that in case they might have pressed a wrong button, press this...and it was okay, it was working... We also asked, if this was the first time she had used our Digibox, Why this question was innocently asked because of 2 things, it was already days in their stay and we thought if they had used it and was working fine, 2nd, they kept insisting/comparing that the other units were like this and that compared to our home, so we had an innocent question in mind. It wasn't a snide remark, or did we ask if this is the first time they have used a TV? that question would be absurd and false. We never treat any of our home sharers, renters, any less than any guest than any other. As we said, at Airbnb, we share our HOME, we weren't brought up arrogantly. We even said "Thank you" the caller never said it after this assistance or the previous ones.
Upon check out, We saw their mobile SMS, it was sent early and we saw it around 8AM, saying they would be checking out was at 950AM, we have sent out a representative and she was there for the check out at 930AM in the lobby. We thought we had initially replied but unfortunately the SMS was not sent, our representative was there waiting for them already.
At the end, apart from a little SMS miscommunication, The check out was on time, we were there even before they called.
Miscommunications can happen anywhere, We have adjusted ourselves to accommodate you at our home to your requests, demeanor or even a simple how to turn on the shower query, despite having a very normal shower, I kind of asked myself a ridiculous question in my head, did i buy password protected shower in my bathroom? No, it was a very simple normal turn the knob shower.
like I said, it saddens me to receive this kind of review, despite it affecting us negatively, I didn't give you a negative feedback, nor I said to the fellow homeowner not to welcome Gary or Rhoda and family Girao to their homes, which we can through our homeowners app.
People can be very arrogant, very hateful and revengeful, but we don't want to be that person, we just needed to answer this as a false & incorrect review.
God Bless you.