Emily, I must say I’m very disappointed with your review, and your seeming lack of understanding that Rovinj is a seasonal, tourist town, even though I explained this to you several times before your arrival and even after your departure, prior to your review today. Still, you chose to leave a very negative, highly unfair review, which I definitely do not appreciate.
You made an instant booking March 28 to arrive March 30. On March 28, I said it’s pre-season, many things (i.e. restaurants) are closed or still being prepared for the tourist season. You acknowledged this on March 29 in our Airbnb exchanges, saying “I know that we’re coming pre-tourist season”, and you “didn’t know things operate totally differently in Croatia in the off season”. You said you didn’t know to ask questions like “do your busses run regularly”, “do you have wifi year round”.
I advised you 2-3x wifi is offered as an amenity on our listings, however I told you March 29 it’s off (again, pre-season). I said our internet is on for 6 months only during tourist season (~ mid April to end of October), not during winter, and most Rovinj hosts do the same. I gave you several free wifi alternatives. You then asked if it could be turned on just for you, and both my property manager and myself made every effort to do so, with very short notice to your arrival, while approaching the weekend. There was no time for it to be effectively on, prior to your departure on Sunday.
I already explained after your departure, before your review today, Airbnb doesn’t provide hosts the option to state if amenities are “year round” or “seasonal only”. If I had a “wifi seasonal only” choice, I would surely select it for accuracy. I further explained we normally don’t have guests in the off season, and if we do, I simply advise wifi is off, and there’s never a complaint. When people review our listings, they’re planning their holiday well in advance, i.e. in December or February for April/May-Sept/October, or around certain seasonal, annual manifestations, when wifi is on anyway. If I changed the wifi amenity during the off season when people look at our listings to book their holiday during tourist season, when wifi is normally on anyway, and wifi is important to them, they may not book our apartment(s), thinking wifi is not available, when in reality it is.
Per the municipality, building renovations, street or other construction, is allowed between Oct/Nov until May. I am hardly responsible for the level of noise - this is completely beyond my control and unfair to cite in a review.
The apartment was indeed cleaned prior to your arrival, with hot water turned on, as is customary prior to every guest’s arrival. If you found things were not satisfactory, the time to mention it is not after your departure. You should’ve immediately informed me or my property manager so we could correct the situation for you. She said she saw you during your stay, asked if everything was agreeable, yet you made no mention of any issues whatsoever. As for the hot water heater, it is highly likely you turned the (labeled) hot water switch off when you turned off the bathroom lights (hence the label, in order to avoid this scenario).
Emily, much of this could’ve been avoided had you asked questions, as many guests do, by placing an inquiry first, as opposed to booking instantly. You make complaints after the fact, without having allowed us the opportunity to correct any issues, which we would’ve been happy to do. You also fail to mention in your review that on April 4, you requested a refund for one night’s stay, which I readily agreed to. I certainly hope future guests will be able to see these comments for what they are - unfair, unreasonable, and inaccurate. Thank you for being our guests.
Su (Phone number hidden by Airbnb)