The problem with the apartment was that the cable was not working. As indicated in the guests review, this problem was identified to the guest upon a walk-thru with the guest. I absolutely agree with the guest that cable should be working in a rental. I feel terrible that this guest did not have a great experience because of this cable issue. I tried to work with the guest to find a resolution. The cable issue was found during my check in day inspection of the apartment check-in morning.
Once the guest checked out, I did a complete review of the apartment and confirmed that the layout and all other amenities on the website, except cable are accurate. So despite the claims of this guest in her review that many problems exist, the only problem during her rental with the apartment was the cable not functioning. The cable company has been contacted and expects to fix it this week.
History: The guest contacted me during the construction of the apartment to see if it would be done by graduation weekend. I informed the guest that the apartment should be done in time but we had many items to complete. The guest was aware that she was the first person to rent this apartment. The guest was also aware of the construction process and had toured the apartment during construction. I kept the guest updated to the construction progress for time to time.
The day of check-in, before noon, I did a walk thru with the guest. She indicated with the walk thru that the apartment was awesome and she loved the modern look.
During the walk-thru, I informed the guest that the cable was not working. I told the guest, we were still trying to get this fixed but doubted we could get it fixed in time. I tried for the rest of the day to get the cable working and also attempted to install a temporary antenna with no luck.
At 6:28pm I sent a text via Airbnb to the guest to ask if the rental was ok. I also sent a text confirming that the cable was not working and offered free pizza from Culver Wings as an extra perk. She returned the text at 6:44pm claiming I had mis-represented what she was getting for her money.
I asked her via text if something had changed with the apartment since her walk-thru that morning. She sent a return text 10 minutes later. Here is her text... "Its not what I bargained for and not what I paid for. I would never book something that didn't give me the amenities advertised and that I paid for. I paid for the whole package...not a pizza to replace the package." The guest never indicated any other problems besides the cable.
After the exchange of texts with the guest, it became clear that no resolution could be reached unless I could get the cable working. Unfortunately, it was not possible to get the cable working during her stay. As a result and as indicated in her review, I did offer her the option to check out and have her money refunded. Here is my text "If the room does not meet your expectations, I can work with you to check out and refund your money."
She indicated she wanted to stay.
The apartment is brand new with new everything. All items listed in the amenities are present. The layout is accurate as listed on the website.
I take pride in offering a clean, comfortable, modern apartment. I do agree that it is a problem to not have cable working. Unfortunately, the guest offered no suggestions for a resolution except to getting the cable fixed. The cable was beyond my control, at the time, since it was a Friday and weekend rental.
It is unfortunate that I did not meet this guests expectations. I wish her the best in future rentals.
It is also unfortunate that this guest is unwilling to provide her opinion on improving the property, as I am always eager to hear input from my guests. I rent on Airbnb and (Hidden by Airbnb) . I have great reviews and always try to fix any issues that are found by guests as soon as possible.