Response from Desaree & Andy:
I am sorry you feel you had such a horrible experience staying at my Suite. We strive to ensure all our guests have a great stay with us. Unfortunately you did not once communicate with me directly. These are my units, and although I have staff at the building that often are able to trouble shoot and help with problems when I am not at the building, Air BnB guests are not their responsibility. As a guest staying in one of my units, I expect me guests to alert me to any issues they have so I can assure they are attended to.
The staff there did offer to move you to a room further away from the construction and you chose to stay where you were as you didn't want to move.
The construction noise is noted on all my listings as there is major construction next to us. The noise you claim you heard, was not heard by any guest prior or after your stay, and none of our staff heard noises when they went up and did hall checks several times during your stay. They chose not to knock on your door when listening for noise as they did not want to bug you. I understand you may have felt they did not investigate as they did not knock on your door, however, they did go up multiple times. Had you been in touch with me personally I could have let you know what the staff had done and their results, but this was not something I was alerted prior to your departure, as I had not heard anything from you.
I understand you felt the lack of customer service was missing, however, again, although there are staff at the building, and they are often gracious enough to help and assist, it is actually my job as the host to address issues, when guests make me aware of the issues. We are lucky to have units in an Extended Stay Building with staff, and they often are willing to help us out when ever they can, but their focus is their guests, and not my guests. They often go above and beyond to ensure my guests are well taken care of.
It is disappointing to hear complaints of a dirty room, as this again was not an issue that was brought to my attention as room cleanliness is extremely important to me and the guests experience. Had you sent me a message, I would have ensured I had someone come and reclean your space, and replace anything that was not working.
Unfortunately being downtown, we are faced with the usual downtown crowd and sometimes there are often people from all walks of life. The people that hangout downtown are not in our control. I personally live downtown and although every once in a while there are people that can seem a bit off, I personally have never had an issue with anyone downtown. If you just walk and keep to yourself, aside from hearing someone talking to themselves there are generally no issues. Our location is certainly in the core, but having staff at the building 24/7 helps to ensure all of our guests are safe .
Overall it is disappointing that you did not contact the host (myself) directly and alert me to the issues as we could have ensured a speedy resolution. Air BnB is a community of people and we rely heavily on communication between Host and Guest to ensure everyone has a positive experience.