Unfortunately this guest was never going to be happy with our apartment. They tried to cancel their booking last minute, and when they found out they would still be charged, they were already prepared to be unhappy.
We pride ourselves on both the cleanliness of our apartments and our customer service.
This guest complained about the cleanliness of the apartment and we offered to immediately send our cleaners back to fix any issues. The guest refused the offer. When they checked out early, we went straight to the apartment and found no issue whatsoever with the state of the apartment. Furthermore, we had not used any inspect spray in the apartment and could not detect any such smell when we were there.
The only point to note regarding cleanliness was that the exterior windows which can only be cleaned by building management using window washers on harnesses were due for a clean, which we had noticed and requested through the formal channels before the guest’s arrival.
With regard to photos, as everyone can see, we provide photos of every room in the apartment, so there should be no surprise as to what the bedrooms look like. We also provide photos with views out both sides of the living area, so again this guest is making a false claim about not showing this.
Finally, there should be no quarrel regarding the location of the apartment, as the map location is clearly shown. Yes, it is true that Kings Cross is just around the corner from the apartment, but just as close is one of the most upper-class streets in Sydney where many of the city’s best restaurants are located. The guest even contacted us a few weeks prior to their staying asking about the location and we explained that it was close to Kings Cross but that it was our most popular apartment because of its location, and that we always have families staying in the apartment without any issue whatsoever.
This is an apartment in a residential building full of owner-occupiers, many of whom are doctors and lawyers. If the location was truly as awful as this guest suggests, then why would so many respectable people be happy to live full-time in the building?
Our final response to this bad review is simply a copy of the positive review given by the guest staying in the apartment immediately following this person:
‘Really good rental. Location was great for getting around Sydney. With our flight getting in early morning, appreciate your letting us check in early. Thanks again.’
We hope this shows to potential future guests that the location and standard of the apartment and our customer service are extremely positive, as opposed to the bad review provided by this guest. We would in fact rate this apartment our most popular apartment due to its location.