It is our responsibility to make the customer’s experience a …”Wow”!
Capri always steps up to customer issues to ensure we are giving our best to our guests. WE always appreciate customer feedback otherwise how do you know how things are going and how do you grow your entity to be better!
We negotiated a special offer, which was accepted. It appears the fees and taxes cost her more than the guest expected. All fees and charges are managed through the Airbnb system. Some of the charges were not in our control.
By providing a refund, we essentially paid for the lodging taxes and pet fee. . The misunderstanding is unfortunate, but it was handled it at Capri’s cost. The issues she brought to our attention were promptly addressed. We were not made aware of stains on the furniture or the broken dishes. Had we known, we would have taken care of them, as well.
Lastly, we were most concerned about the cleanliness of the apartment, so we sent the housekeeper over the next day. The guest, being present when housekeeping returned to the apartment to clean, had the opportunity to provide the housekeeper feedback at that time. We understand that it was uncomfortable to do that however providing the feedback at that time would have been very beneficial, and might have made for a better experience for her. We apologize for any inconvenience that was caused.
Lessons learned include; as a result of Kelley's visit, we have revised our checklists to ensure these mistakes are not repeated and reviewed our weekend procedures to ensure our guests receive prompt attention.
Our goal is to provide the best furnished apartments in the area. We are grateful for the opportunity to improve our services, and we always appreciate feedback!