We appreciate constructive and honest criticism. If there are issues with the apartment, we will immediately address and rectify the problem.
These customers arrived and contacted our front desk shortly after check in. They stated that their apartment was not identical to the pictures on AirBnB. Our staff explained to them that we have multiple Penthouses, that interior wise are identical, they're all on the upper floors, but obviously in different buildings and locations. The customers were give the Penthouse with our nicest location (#2011) while the pictures are taken in Penthouse #1010.
After this, the customers never contacted any staff again or mention any issues with their apartment.
We feel sad that we were unable to provide these customers with a pleasurable experience, but we are baffled as to why they never raised the issue with us while they were here!!