Dear Airbnb Host,
I usually let my assistant handle any customer service concerns or issues but I (the owner) wanted to address our experience with guest Oralynn. Wow I’m not sure where to start...Oralynn stayed at 1 out of my 16 corporate units this past week. In the listing it’s stated very clear that the unit may be different BUT within 24 hours upon check-in we will call you to inform you that the unit booked have been changed. We also give the guest the option to cancel with a 100% refund or to accept the offer for the unit currently available for no additional fees. Oralynn was informed 24 hours upon check-in and agreed to move forward with the unit that was available vs the unit she booked. We even sent her pictures of the unit she checked in. My company typically service Dr’s, Traveling, Nurses, ill Patiences and Oil and Gas Companies. We use Airbnb outlet to host guest if any units comes available during shift(contract) changing. Oralynn stayed a VERY short stay of (3) nights. We typically service stays 3 months or longer. She arrived at our unit February 22, 2018 at 2:00 am we assisted her with check-in due to our 24/7 customer service policy. The minute she got in the unit she complained about every little thing from the master bedroom only having 5 sleeping pillows instead of 6 sleeping pillows. She complained about the bed not being properly made to the standards of her expectations. No problem. Earlier that day we sent our professional cleaning service back to the unit to deliver her the 6th pillow, well as to remake the bed to her standards. The next day she asked if we could bring her more kitchen towels, and toilet paper for the unit. No problem. We immediately sent over more toilet paper and kitchen towels per her request. Later on that evening she complained about the TV not working which was incorrect information. We explained to Oralynn to flip the switch on the wall and the TV and other wall outlets will then work. My assistant sat on the phone with her through the 1 minute process of flipping the switch on... her response was “oh it’s working now thanks”. Oralynn was approaching her final night and she called and complained about a light not working in the bathroom less than an hour the maintenance guy had come to replace the light for Oralynn. My assistant further contacted me suggesting we give Oralynn a complimentary voucher for her next stay due to the many times she called. At MBI excellent customer service is our first priority! My response to my assistant was yes sure no problem anything to make the guest happy. (Please keep in mind we have been in business for over 4 years and she is OUR VERY FIRST guest who have called and complained about the miscellaneous things that was taking cared of promptly.) We further contacted Oralynn to inform her that we would be giving her a complimentary 3-Day voucher on her next stay due to the minor issues she reported. (All of our calls are monitor for business and security purposes and we strive for excellence to ensure each guest is satisfied during and after there stay.) Our housing vouchers are typically processed within 7 business days. On the day of check-out Oralynn sent over her requested dates which was March 9-12, 2018. She asked if we could send over her confirmation email for the requested dates. No problem. She also explained to us that she may need to occupy our unit for 4 months.(we did deny her request after her check-out due to her many miscellaneous complaints) Before we were able to process Oralynn 3-day housing voucher she then requested her money back of $329.80 via-Airbnb. Then she contacted Airbnb and made false complaints about her paying extra for a service which was a complete lie. (Please note I own a concierge service which provides chauffeur, chef, errands runner for an additional fee, Oralynn did not request nor pay for any additional services) Airbnb asked her why did she want a refund and why didn’t she call within 24 hours of checking in with her complaints instead 6 days after checking out? She also claimed she paid extra for a service fee; we asked Airbnb could she tell them what “extra service fee” did she pay? Airbnb informed us that she could not provide them with the “extra service fee” she payed. She lied about how dirty the unit was which is a lie. We provide additional sheets, and pillow cases that are nice folded under the cabinets or in the closet. In order for any of our units to be utilized we must follow the cleaning codes provided by the state in order to house any ill patients sent from local hospitals that we service. Oralynn had a very troubling spirit that she seemed to be dealing within. We done our very best to accommodate her during her very short stay of 3 days and she was obviously in a bad place in her life prior to check-in and check-out. Overall I the owner of MBI would NEVER recommend Oralynn nor allow her to EVER stay at any of my 15 units which are located in 5 different states across America. Oralynn she was very disgruntled and we here at MBI pray she gets the help she needs in order to enjoy a peaceful happy life. God bless you Oralynn.