I would like to thank you for your valuable feedback. We worked hard to resolve your concerns as soon as they were brought to our attention.
To ensure full transparency for future Guests, I would like to add some more information regarding our service recovery efforts, because we do believe that being a caring host is what sets us apart, we hope you agree.
The smell occurred after a carpet cleaning took place the week prior, and unfortunately our housekeeping team had left the AC off which meant there had not been ventilation. As soon as the concern was brought to our attention, we provided our guests assistance to resolve the issue as quickly as possible. Our cleaning team was sent over, and a fan and dehumidifier was installed to help mitigate. As a gesture of goodwill, we provided our guest with $300 compensation.
After our guests checked out, we took additional measures and the unit was repainted, AC ducts were cleaned, rugs were replaced with new ones, and new decorative items were brought in to give the unit a fresh look. Bowls and cutlery were also updated.
Thanks again for your feedback, we hope you enjoyed your stay and the interaction with our team, and we hope to welcome you again in the future.