From: [redacted] Sent: Sunday, February 12, 8:PMSubject: Re: [redacted] - Complaint and Refund - [redacted] and Ginosi ApartelFurther to my email reply sent Feb 10th, the matter of my complaint against Ginosi Apartel remains unresolved, for reasons already described at length in the correspondence on file with your office, found in review that I've posted online, and no doubt documented in records of Ginosi Apartel and [redacted] As I've already well described, the unit was a death trap with (1) an old area rug with rolled corners positioned beneath a glass coffee table sitting on three semi-functional legs, (2) insecure/wobbly glass dining table, (3) filthy linens, (4) filthy lavatory, (5) smoke alarm without battery, (6) and the door of the unit itself was ajar when we (three women) arrived! It's unthinkable that Ginosi and [redacted] should be enriched by our horrible experienceWe demand a complete refund.Regarding item above, and in response to [redacted] 's seeming inability to comprehend my complaint, it was I, not an external laundry service, that washed all the filthy, stinking linens in the Ginosi unit so that my mother, sister, and I could use them for sleepingIf I were a person in a housekeeping position, I would likely be paid $15/hr for that workHence, my complaint indicates that $15/hr multiplied by my hours of work equals $The $is payable by [redacted] and Ginosi Apartel, along with the fee and any associated taxes, for our regrettable 1-night stayRegarding item above, [redacted] replied via Revdex.com, essentially, that I should take my complaint about the fire alarm to appropriate regulatorsMy response to that statement could take this email to book-length, but I'll try to keep it short, and I'll try even harder to keep it civilWorking as I do in the legal field, I'm well aware of my various options and avenues for making complaintsThough, on the point of the battery-free smoke alarm, [redacted] tried redirecting me local regulators, I'm not interested in their suggestions on additional complaint repositoriesI'm looking to bring forth my desired end of the legitimate complaint that I first made to [redacted] and Ginosi Apartel on November 4, - months ago nowNow, it doesn't matter to me if Booking and Ginosi decide to split the refund of my $cleaning fee, along with and the fee plus taxes for our horrific 1-night stayI don't care who pays it, just so that it gets done, and soonThe moment that happens, that's when this will be resolved.My assumption is that part of the value of Revdex.com to the general public is It's investigation, and a large factor of that investigation should be the review documented experiences of customers, easily accessible onlineIn this case, through reviews of many jilted and furious customers' of Ginosi Apartel, Revdex.com should have already corroborated my complaintIn an effort to avoid admission of clear negligence in customer care and service, [redacted] and Ginosi Apartel have dragged this on insanely longThey should do what's right, so that we can all move onAgain, this complaint is unresolved and will remain unresolved until a total refund, which includes my cleaning fee, is receivedThanks for keeping this complaint open until it is resolved in that fashion.- [redacted] ***
We stand firm by our offer of $compensationWe offered cancellation for the unused nights as the customer refusedOur satisfaction guarantee clearly states that if the customer is unhappy with the room, they should inform us immediately and we will either provide a new one or a refundContacting us 3-hours after cheis outside of that written policy
Ginosi Apartels is committed to providing travelers with fully furnished apartments, much like [redacted] but with a more standardized experience and an on call 24/customer service teamAs per our business structure, guests are given the freedom and space that is to be expected from an apartment without the constrictions of a hotel roomWe thank our guests for their reviews thereby giving us the opportunity to implement improvementsAccordingly, we are in the process of reviewing our furniture in all or locations, to make sure that they are more sturdy and guest-friendlyNaturally, we apologize for the inconvenience caused by the less than pristine state of cleanliness at the apartmentAlong that thread of thought, we must highlight the fact that there was no need to take the sheets and/or blankets to be washed by an outside service, as the apartment was fully equipped with a washing machine and necessities for washing them at homeIt is one of the features of Ginosi which we take pride in, and which would have saved the needless expense of $Similarly, simply by contacting our 24/customer service representatives, we could have easily resolved many of the issues regarding insufficient towels, light switches etcOur welcome notes have detailed instructions on how to regulate the room temperature, and while it is true that this location does not include a DVD Player, one was never advertizedAs mentioned earlier, we standardize across all of our locations whenever possible, and such was the case for the toilet paperWe order only Georgia-Pacific Envision 19880/White 2-Ply Embossed Bathroom TissueWhile we understand that there is certainly room for improvement, we are happy to say that our Seattle location is one of the best that we have, and after thoroughly investigating the issues listed in the complaint, our calculations have warranted that the guest be reimbursed 30% of the cost of their one night stayPlease accept our sincerest apology for any trouble or inconvenience that may have been causedWe work hard to maintain high standards throughout all our locations, and this experience has not been a reflection of thatThank you for your understanding
Complaint: [redacted] I am rejecting this response because: The information the business has provided is incorrectWe were not offered a 100% satisfaction guaranteeWe were told that we have to pay for the first night regardless of whether we stay or notAlso it was close to midnight and it was pretty impossible to find another place The reason we stayed for the second night was that they promised to fix everything the next dayThe "out" they offered was only good till AM so by the time we got back to the unit and realized that nothing was fixed it was too late again Beside the issue of cleanliness there is also an issue of picktures on the website being bait-and-switch because there is no way I'd book this place for the $if they would have posted the actual picturesI've attached some pictures so you can see for yourselfesThe first three pictures are the ones from the listing, the 4th one is the actual unit.Sincerely, [redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Ginosi Apartments have refunded my rental cost for all but one night as we agreed. This complaint can now be closedSincerely, *** ***
Complaint: ***I am rejecting this response because:
The business is distorting the truthThey were contacted immediately after the move inThey didn't offer another room or a refundThey clearly stated that penalty is one night stay, another room is unavailable, the re is nothing they can do that night and they will fix everything the next dayTheir actions do not match their policies (if they exist)I've attached their reservation email that clearly states "non-refundable" and has no mention of any 100% satisfaction guaranteeJust in case their own registration is not enough, their actions can be easily proven by contacting Hotels.com who were carrying the conversation with the business for us (I am sure they will have the notes from that night)They spoke with Ginosi management at least twice and they've always got the same answer - you have to forfeit the cost one night stay but everything will be corrected tomorrowThe decision for the second night had to be made before am and after am the second night becomes non-refundable so by the time we've realized that nothing was done it was too lateAlso, there is an issue of hotel exaggerating their star ratings and using phony pictures to lure the customersI think they should provide the certificate of their star rating and the authority that granted it.
Even if they were offering immediate 100% money back (which they don't) it does no good at the late hours after your arrival in the cityThey'd be using bait-and-switch technique preying on people who trusted their ratings and picturesI insist on a full refund and lowering the star ratings.
Revdex.com has my permission and any necessary assistance to contact Hotels.com for the confirmation of the truth.
Sincerely,*** ***
Ginosi Apartels is committed to providing travelers with fully furnished apartments, much like [redacted] but with a more standardized experience and an on call 24/7 customer service team. As per our business structure, guests are given the freedom and space that is to be expected from an apartment...
without the constrictions of a hotel room. We thank our guests for their reviews thereby giving us the opportunity to implement improvements. Accordingly, we are in the process of reviewing our furniture in all or locations, to make sure that they are more sturdy and guest-friendly. Naturally, we apologize for the inconvenience caused by the less than pristine state of cleanliness at the apartment. Along that thread of thought, we must highlight the fact that there was no need to take the sheets and/or blankets to be washed by an outside service, as the apartment was fully equipped with a washing machine and necessities for washing them at home. It is one of the features of Ginosi which we take pride in, and which would have saved the needless expense of $45. Similarly, simply by contacting our 24/7 customer service representatives, we could have easily resolved many of the issues regarding insufficient towels, light switches etc. Our welcome notes have detailed instructions on how to regulate the room temperature, and while it is true that this location does not include a DVD Player, one was never advertized. As mentioned earlier, we standardize across all of our locations whenever possible, and such was the case for the toilet paper. We order only Georgia-Pacific Envision 19880/01 White 2-Ply Embossed Bathroom Tissue. While we understand that there is certainly room for improvement, we are happy to say that our Seattle location is one of the best that we have, and after thoroughly investigating the issues listed in the complaint, our calculations have warranted that the guest be reimbursed 30% of the cost of their one night stay. Please accept our sincerest apology for any trouble or inconvenience that may have been caused. We work hard to maintain high standards throughout all our locations, and this experience has not been a reflection of that. Thank you for your understanding.
We are currently reviewing our content to find out if there are any outstanding issues in how we describe the apartment online. On August 26th, our representatives settled this dispute with the customer in the amount of $100.
While we regret the circumstances of the complaint, we believe that the refund of $100 (30% of the original reservation) to be adequate in this case. We offer guests a 100% satisfaction guarantee that they can leave the apartment if they do not feel it is up to the standard they purchase.
From: [redacted] Sent: Sunday, February 12, 2017 8:29 PMSubject: Re: [redacted] - Complaint and Refund - [redacted] and Ginosi ApartelFurther to my email reply sent Feb 10th, the matter of my complaint against Ginosi Apartel remains unresolved, for reasons already described at length in the correspondence on file with your office, found in review that I've posted online, and no doubt documented in records of Ginosi Apartel and [redacted]. As I've already well described, the unit was a death trap with (1) an old area rug with rolled corners positioned beneath a glass coffee table sitting on three semi-functional legs, (2) insecure/wobbly glass dining table, (3) filthy linens, (4) filthy lavatory, (5) smoke alarm without battery, (6) and the door of the unit itself was ajar when we (three women) arrived! It's unthinkable that Ginosi and [redacted] should be enriched by our horrible experience. We demand a complete refund.Regarding item 3 above, and in response to [redacted]'s seeming inability to comprehend my complaint, it was I, not an external laundry service, that washed all the filthy, stinking linens in the Ginosi unit so that my mother, sister, and I could use them for sleeping. If I were a person in a housekeeping position, I would likely be paid $15/hr for that work. Hence, my complaint indicates that $15/hr multiplied by my 3 hours of work equals $45. The $45 is payable by [redacted] and Ginosi Apartel, along with the fee and any associated taxes, for our regrettable 1-night stay. Regarding item 5 above, [redacted] replied via Revdex.com, essentially, that I should take my complaint about the fire alarm to appropriate regulators. My response to that statement could take this email to book-length, but I'll try to keep it short, and I'll try even harder to keep it civil. Working as I do in the legal field, I'm well aware of my various options and avenues for making complaints. Though, on the point of the battery-free smoke alarm, [redacted] tried redirecting me local regulators, I'm not interested in their suggestions on additional complaint repositories. I'm looking to bring forth my desired end of the legitimate complaint that I first made to [redacted] and Ginosi Apartel on November 4, 2016 - 3 months ago now. Now, it doesn't matter to me if Booking and Ginosi decide to split the refund of my $45 cleaning fee, along with and the fee plus taxes for our horrific 1-night stay. I don't care who pays it, just so that it gets done, and soon. The moment that happens, that's when this will be resolved.My assumption is that part of the value of Revdex.com to the general public is It's investigation, and a large factor of that investigation should be the review documented experiences of customers, easily accessible online. In this case, through reviews of many jilted and furious customers' of Ginosi Apartel, Revdex.com should have already corroborated my complaint. In an effort to avoid admission of clear negligence in customer care and service, [redacted] and Ginosi Apartel have dragged this on insanely long. They should do what's right, so that we can all move on. Again, this complaint is unresolved and will remain unresolved until a total refund, which includes my cleaning fee, is received. Thanks for keeping this complaint open until it is resolved in that fashion.-[redacted]
[redacted]I am rejecting this response because:
The information the business has provided is incorrect. We were not offered a 100% satisfaction guarantee. We were told that we have to pay for the first night regardless of whether we stay or not. Also it was close to midnight and it was pretty impossible to find another place.
The reason we stayed for the second night was that they promised to fix everything the next day. The "out" they offered was only good till 11 AM so by the time we got back to the unit and realized that nothing was fixed it was too late again.
Beside the issue of cleanliness there is also an issue of picktures on the website being bait-and-switch because there is no way I'd book this place for the $310 if they would have posted the actual pictures. I've attached some pictures so you can see for yourselfes. The first three pictures are the ones from the listing, the 4th one is the actual unit.Sincerely,[redacted]
We stand firm by our offer of $100 compensation. We offered cancellation for the unused nights as the customer refused. Our satisfaction guarantee clearly states that if the customer is unhappy with the room, they should inform us immediately and we will either provide a new one or a refund. Contacting us 3-4 hours after check-in is outside of that written policy.
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]
We have fully reviewed that case as well as all phone calls and emails associated with the complaint. We regret that the customer was not happy with the apartment and are working to address the issues they mentioned.
However, after reviewing the phone call, our agent followed our procedure on this...
type of complaints. To quote directly, she said, "If you checkout today, we will refund you the total price for the unused nights". The statement was clear and in line with our policies and our actions that followed. We provided the guest with a refund of $778.93.
Again, we apologize that the room did not meet customer expectations. We are actively working to resolve the issues they addressed in the complaint.
From: [redacted] Sent: Sunday, February 12, 8:PMSubject: Re: [redacted] - Complaint and Refund - [redacted] and Ginosi ApartelFurther to my email reply sent Feb 10th, the matter of my complaint against Ginosi Apartel remains unresolved, for reasons already described at length in the correspondence on file with your office, found in review that I've posted online, and no doubt documented in records of Ginosi Apartel and [redacted] As I've already well described, the unit was a death trap with (1) an old area rug with rolled corners positioned beneath a glass coffee table sitting on three semi-functional legs, (2) insecure/wobbly glass dining table, (3) filthy linens, (4) filthy lavatory, (5) smoke alarm without battery, (6) and the door of the unit itself was ajar when we (three women) arrived! It's unthinkable that Ginosi and [redacted] should be enriched by our horrible experienceWe demand a complete refund.Regarding item above, and in response to [redacted] 's seeming inability to comprehend my complaint, it was I, not an external laundry service, that washed all the filthy, stinking linens in the Ginosi unit so that my mother, sister, and I could use them for sleepingIf I were a person in a housekeeping position, I would likely be paid $15/hr for that workHence, my complaint indicates that $15/hr multiplied by my hours of work equals $The $is payable by [redacted] and Ginosi Apartel, along with the fee and any associated taxes, for our regrettable 1-night stayRegarding item above, [redacted] replied via Revdex.com, essentially, that I should take my complaint about the fire alarm to appropriate regulatorsMy response to that statement could take this email to book-length, but I'll try to keep it short, and I'll try even harder to keep it civilWorking as I do in the legal field, I'm well aware of my various options and avenues for making complaintsThough, on the point of the battery-free smoke alarm, [redacted] tried redirecting me local regulators, I'm not interested in their suggestions on additional complaint repositoriesI'm looking to bring forth my desired end of the legitimate complaint that I first made to [redacted] and Ginosi Apartel on November 4, - months ago nowNow, it doesn't matter to me if Booking and Ginosi decide to split the refund of my $cleaning fee, along with and the fee plus taxes for our horrific 1-night stayI don't care who pays it, just so that it gets done, and soonThe moment that happens, that's when this will be resolved.My assumption is that part of the value of Revdex.com to the general public is It's investigation, and a large factor of that investigation should be the review documented experiences of customers, easily accessible onlineIn this case, through reviews of many jilted and furious customers' of Ginosi Apartel, Revdex.com should have already corroborated my complaintIn an effort to avoid admission of clear negligence in customer care and service, [redacted] and Ginosi Apartel have dragged this on insanely longThey should do what's right, so that we can all move onAgain, this complaint is unresolved and will remain unresolved until a total refund, which includes my cleaning fee, is receivedThanks for keeping this complaint open until it is resolved in that fashion.- [redacted] ***
We stand firm by our offer of $compensationWe offered cancellation for the unused nights as the customer refusedOur satisfaction guarantee clearly states that if the customer is unhappy with the room, they should inform us immediately and we will either provide a new one or a refundContacting us 3-hours after cheis outside of that written policy
Ginosi Apartels is committed to providing travelers with fully furnished apartments, much like [redacted] but with a more standardized experience and an on call 24/customer service teamAs per our business structure, guests are given the freedom and space that is to be expected from an apartment without the constrictions of a hotel roomWe thank our guests for their reviews thereby giving us the opportunity to implement improvementsAccordingly, we are in the process of reviewing our furniture in all or locations, to make sure that they are more sturdy and guest-friendlyNaturally, we apologize for the inconvenience caused by the less than pristine state of cleanliness at the apartmentAlong that thread of thought, we must highlight the fact that there was no need to take the sheets and/or blankets to be washed by an outside service, as the apartment was fully equipped with a washing machine and necessities for washing them at homeIt is one of the features of Ginosi which we take pride in, and which would have saved the needless expense of $Similarly, simply by contacting our 24/customer service representatives, we could have easily resolved many of the issues regarding insufficient towels, light switches etcOur welcome notes have detailed instructions on how to regulate the room temperature, and while it is true that this location does not include a DVD Player, one was never advertizedAs mentioned earlier, we standardize across all of our locations whenever possible, and such was the case for the toilet paperWe order only Georgia-Pacific Envision 19880/White 2-Ply Embossed Bathroom TissueWhile we understand that there is certainly room for improvement, we are happy to say that our Seattle location is one of the best that we have, and after thoroughly investigating the issues listed in the complaint, our calculations have warranted that the guest be reimbursed 30% of the cost of their one night stayPlease accept our sincerest apology for any trouble or inconvenience that may have been causedWe work hard to maintain high standards throughout all our locations, and this experience has not been a reflection of thatThank you for your understanding
Complaint: [redacted] I am rejecting this response because: The information the business has provided is incorrectWe were not offered a 100% satisfaction guaranteeWe were told that we have to pay for the first night regardless of whether we stay or notAlso it was close to midnight and it was pretty impossible to find another place The reason we stayed for the second night was that they promised to fix everything the next dayThe "out" they offered was only good till AM so by the time we got back to the unit and realized that nothing was fixed it was too late again Beside the issue of cleanliness there is also an issue of picktures on the website being bait-and-switch because there is no way I'd book this place for the $if they would have posted the actual picturesI've attached some pictures so you can see for yourselfesThe first three pictures are the ones from the listing, the 4th one is the actual unit.Sincerely, [redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Ginosi Apartments have refunded my rental cost for all but one night as we agreed. This complaint can now be closedSincerely, *** ***
Complaint: ***I am rejecting this response because:
The business is distorting the truthThey were contacted immediately after the move inThey didn't offer another room or a refundThey clearly stated that penalty is one night stay, another room is unavailable, the re is nothing they can do that night and they will fix everything the next dayTheir actions do not match their policies (if they exist)I've attached their reservation email that clearly states "non-refundable" and has no mention of any 100% satisfaction guaranteeJust in case their own registration is not enough, their actions can be easily proven by contacting Hotels.com who were carrying the conversation with the business for us (I am sure they will have the notes from that night)They spoke with Ginosi management at least twice and they've always got the same answer - you have to forfeit the cost one night stay but everything will be corrected tomorrowThe decision for the second night had to be made before am and after am the second night becomes non-refundable so by the time we've realized that nothing was done it was too lateAlso, there is an issue of hotel exaggerating their star ratings and using phony pictures to lure the customersI think they should provide the certificate of their star rating and the authority that granted it.
Even if they were offering immediate 100% money back (which they don't) it does no good at the late hours after your arrival in the cityThey'd be using bait-and-switch technique preying on people who trusted their ratings and picturesI insist on a full refund and lowering the star ratings.
Revdex.com has my permission and any necessary assistance to contact Hotels.com for the confirmation of the truth.
Sincerely,*** ***
Ginosi Apartels is committed to providing travelers with fully furnished apartments, much like [redacted] but with a more standardized experience and an on call 24/7 customer service team. As per our business structure, guests are given the freedom and space that is to be expected from an apartment...
without the constrictions of a hotel room. We thank our guests for their reviews thereby giving us the opportunity to implement improvements. Accordingly, we are in the process of reviewing our furniture in all or locations, to make sure that they are more sturdy and guest-friendly. Naturally, we apologize for the inconvenience caused by the less than pristine state of cleanliness at the apartment. Along that thread of thought, we must highlight the fact that there was no need to take the sheets and/or blankets to be washed by an outside service, as the apartment was fully equipped with a washing machine and necessities for washing them at home. It is one of the features of Ginosi which we take pride in, and which would have saved the needless expense of $45. Similarly, simply by contacting our 24/7 customer service representatives, we could have easily resolved many of the issues regarding insufficient towels, light switches etc. Our welcome notes have detailed instructions on how to regulate the room temperature, and while it is true that this location does not include a DVD Player, one was never advertized. As mentioned earlier, we standardize across all of our locations whenever possible, and such was the case for the toilet paper. We order only Georgia-Pacific Envision 19880/01 White 2-Ply Embossed Bathroom Tissue. While we understand that there is certainly room for improvement, we are happy to say that our Seattle location is one of the best that we have, and after thoroughly investigating the issues listed in the complaint, our calculations have warranted that the guest be reimbursed 30% of the cost of their one night stay. Please accept our sincerest apology for any trouble or inconvenience that may have been caused. We work hard to maintain high standards throughout all our locations, and this experience has not been a reflection of that. Thank you for your understanding.
We are currently reviewing our content to find out if there are any outstanding issues in how we describe the apartment online. On August 26th, our representatives settled this dispute with the customer in the amount of $100.
While we regret the circumstances of the complaint, we believe that the refund of $100 (30% of the original reservation) to be adequate in this case. We offer guests a 100% satisfaction guarantee that they can leave the apartment if they do not feel it is up to the standard they purchase.
From: [redacted] Sent: Sunday, February 12, 2017 8:29 PMSubject: Re: [redacted] - Complaint and Refund - [redacted] and Ginosi ApartelFurther to my email reply sent Feb 10th, the matter of my complaint against Ginosi Apartel remains unresolved, for reasons already described at length in the correspondence on file with your office, found in review that I've posted online, and no doubt documented in records of Ginosi Apartel and [redacted]. As I've already well described, the unit was a death trap with (1) an old area rug with rolled corners positioned beneath a glass coffee table sitting on three semi-functional legs, (2) insecure/wobbly glass dining table, (3) filthy linens, (4) filthy lavatory, (5) smoke alarm without battery, (6) and the door of the unit itself was ajar when we (three women) arrived! It's unthinkable that Ginosi and [redacted] should be enriched by our horrible experience. We demand a complete refund.Regarding item 3 above, and in response to [redacted]'s seeming inability to comprehend my complaint, it was I, not an external laundry service, that washed all the filthy, stinking linens in the Ginosi unit so that my mother, sister, and I could use them for sleeping. If I were a person in a housekeeping position, I would likely be paid $15/hr for that work. Hence, my complaint indicates that $15/hr multiplied by my 3 hours of work equals $45. The $45 is payable by [redacted] and Ginosi Apartel, along with the fee and any associated taxes, for our regrettable 1-night stay. Regarding item 5 above, [redacted] replied via Revdex.com, essentially, that I should take my complaint about the fire alarm to appropriate regulators. My response to that statement could take this email to book-length, but I'll try to keep it short, and I'll try even harder to keep it civil. Working as I do in the legal field, I'm well aware of my various options and avenues for making complaints. Though, on the point of the battery-free smoke alarm, [redacted] tried redirecting me local regulators, I'm not interested in their suggestions on additional complaint repositories. I'm looking to bring forth my desired end of the legitimate complaint that I first made to [redacted] and Ginosi Apartel on November 4, 2016 - 3 months ago now. Now, it doesn't matter to me if Booking and Ginosi decide to split the refund of my $45 cleaning fee, along with and the fee plus taxes for our horrific 1-night stay. I don't care who pays it, just so that it gets done, and soon. The moment that happens, that's when this will be resolved.My assumption is that part of the value of Revdex.com to the general public is It's investigation, and a large factor of that investigation should be the review documented experiences of customers, easily accessible online. In this case, through reviews of many jilted and furious customers' of Ginosi Apartel, Revdex.com should have already corroborated my complaint. In an effort to avoid admission of clear negligence in customer care and service, [redacted] and Ginosi Apartel have dragged this on insanely long. They should do what's right, so that we can all move on. Again, this complaint is unresolved and will remain unresolved until a total refund, which includes my cleaning fee, is received. Thanks for keeping this complaint open until it is resolved in that fashion.-[redacted]
Complaint:...
[redacted]I am rejecting this response because:
The information the business has provided is incorrect. We were not offered a 100% satisfaction guarantee. We were told that we have to pay for the first night regardless of whether we stay or not. Also it was close to midnight and it was pretty impossible to find another place.
The reason we stayed for the second night was that they promised to fix everything the next day. The "out" they offered was only good till 11 AM so by the time we got back to the unit and realized that nothing was fixed it was too late again.
Beside the issue of cleanliness there is also an issue of picktures on the website being bait-and-switch because there is no way I'd book this place for the $310 if they would have posted the actual pictures. I've attached some pictures so you can see for yourselfes. The first three pictures are the ones from the listing, the 4th one is the actual unit.Sincerely,[redacted]
We stand firm by our offer of $100 compensation. We offered cancellation for the unused nights as the customer refused. Our satisfaction guarantee clearly states that if the customer is unhappy with the room, they should inform us immediately and we will either provide a new one or a refund. Contacting us 3-4 hours after check-in is outside of that written policy.
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]
We have fully reviewed that case as well as all phone calls and emails associated with the complaint. We regret that the customer was not happy with the apartment and are working to address the issues they mentioned.
However, after reviewing the phone call, our agent followed our procedure on this...
type of complaints. To quote directly, she said, "If you checkout today, we will refund you the total price for the unused nights". The statement was clear and in line with our policies and our actions that followed. We provided the guest with a refund of $778.93.
Again, we apologize that the room did not meet customer expectations. We are actively working to resolve the issues they addressed in the complaint.