We are sorry you had a negative experience. We have a strong track record of excellent reviews and there was no indication in any of your correspondance that you had any concerns. I wish you had mentioned them when you first arrived. When I went to check after you left, I saw no evidence of what you are describing. No one else has ever had the complaints you are mentioning. I am not sure why you’ve left such a negative review. Your comments do not align with the facts. Below, please find a response for everything you mentioned.
We strive to provide a spotless, comfortable space for travelers and I have never had any feedback about any untoward smells. The entire unit is cleaned with disinfectant after every checkout. So the place usually smells of the lavender fragance of the disinfectant, not mold or anything of the sort... The basement unit is completely finished and there are accurate pictures of the entire space in the listing. As stated below, the space is cleaned and sanitized before the arrival of every guest. Nonetheless, I will go ahead and include more pictures of the unit in the listing to make sure.
- When you first booked, I explained that I would send you the code before you arrived and I did. It is my regular practice to change the code after every guest so I had to wait for the previous guests to leave in order to reset the keypad.
- In your welcome message, there were specific instructions about accessing the unit, latching the gate for my dog and other dog related information such as what to do when he comes to greet you (ie: wait for him to sit and then pet him if and only if you feel like it. He's very friendly)
-Our welcome message also invites guests to reach out with any and all concerns as it is my goal to make sure every guest leaves happy. My response time, as listed by airbnb’s data, is very fast. I normally get back to guests within 30 minutes if they have a question or an issue that needs to be addressed immediately. For less immediate matters, my response time is within hours. When you wrote initially, we had a long string of messages back and forth where you were asking all sorts of questions that were addressed in my original messages. You even asked to stay an extra day, and I changed my settings so you could change the reservation.
-I personally inspect the space before every guest arrives. We do pay someone to come in and clean occasionally but I make sure everything is spotless before guests arrive. I did this before your arrival as well so I can assure you everything was clean and sanitized before you arrived. The shower curtain in the bathroom was purchased about four months ago. I will make sure I purchase a new one as it does show signs of moisture accumulation.
-The toilet is brand new as of late last year and it gets cleaned very frequently. It does not have any stains.
The fact that it is a basement unit:
-I do describe the unit as being downstairs from my house. I felt that that was clear in my description. It is also in the description of how to get into the unit (independent entrance down concrete steps). But, thanks to your feedback, I have gone ahead and added the word ‘basement’ in the description.
-Height for the ceiling. The ceiling height is more than 7’. The average height for people in the US is 5’9” but if someone in your party was taller than 6’7”, they might have felt that the ceiling was too close to their head. There is a place in the bathroom where the toilet is elevated because of structural and design reasons but there is still plenty of room to stand in front of it (or, of course, sit, whichever the case may be).
- Windows: This is an older house and it is true that in the old days, they didn't install very large windows in basements. We have plans to install larger windows as soon as possible.
-It is true that there are cameras that face the entrances. There are no cameras inside the unit so the only thing that’s being surveilled is the back yard and the entrance to the property.
I am sure that if you had mentioned that you were bothered by the noise upstairs, we would have done everything in our power to accommodate. This is my home, where I live. The Airbnb is downstairs. Since it is an old wooden house, it is true that sound carries but I have never had any complaints. We do not blast loud music or stomp around. It sounds like what you heard was the fact that I live here. This is an Airbnb, not a hotel (and even in hotels it is impossible to insulate the rooms entirely).
Most hotel rooms do not have a separate sink. The description describes exactly what is available to guests: a microwave, a mini fridge, a coffee maker, a magic bullet blender, etc. I am sorry you had the expectation that there would be a kitchen sink.
Overall, it does sound like you left unhappy and for that reason, I would be happy to host you again and offer you a discount on your next stay.