My response to their comments on my original review I posted on Google. Also, it's important to…read morenote that we are still dealing with the "damaged" towel situation, and we've offered to pay $10. They wanted $20 but their rules state the charge to replace a bath towel is $15. They've also accused us of smoking in the unit!!! That is an outrageous accusation since my husband has COPD and we both have asthma.
"Hi Robin Jo,
Thank you so much for your feedback as this inspires us to be better in the future. We would like to clarify some things about the feedback.
For the location of the room & the parking, please know that we were very transparent about the location of the apartment & the parking. We encourage our guests that if they will be bringing two vehicles with them, the other car should utilize the street parking & we always let them know ahead of time. **You may have been "transparent" about the location and parking, but as everyone knows, in San Diego, "plenty of street parking" means nothing when there are plenty of cars taking up every available space on the street! So, technically there isn't "plenty" of parking on the street, that is a misnomer. Also, we had no idea the unit was on the 2nd floor, we were not told that.
For the check-in process, we normally ask our guests to complete the form for us to know their time of arrival & the details of their car/s. We also ask them t submit identification to ensure that we are hosting the correct guest. **Submitting identification is one thing, your check in process was still above and beyond what most AirBnb's require.
For the security device, it is optional to alarm your system if you are going out as long as you will lock the door, then it won't be opened by anyone as we are practicing a keyless entry. We also have our security team who monitors the in & out of the unit. **I saw the alarm panel, there was no way to set the alarm when leaving. And there wouldn't be, because it requires a code that we were not given. We know this since we have our own alarm system on our own home.**
For the bed, you could have informed us that your wife (review was written from my husband's point of view) has a back problem for us to ensure that you will be comfortable during your entire stay. **There was no way of knowing that the bed would be so soft so how would we know we needed to inform them of that issue? And what would they have done to alleviate any issues, move in another bed??**
For the dishwasher, please know that we practice cleaning as you go as our cleaners are only responsible to clean the unit and that does not include washing the dishes. We won't be charging $45 as long as you follow the check-out instructions. **All I said was, it was unusual to be *required* to do the dishes upon check out.**
For the extra guest, we allow extra guests to be on the property as long as they will leave the unit on or before 11 PM. The reason why we charge fees for extra guests is as we have only prepared the room for the indicated number of guests on the reservation. **Your rules *clearly stated* (it has now since changed) a $10 - $20 charge for any unapproved extra guests on the property will be assessed. No mention of guests being allowed until 11pm for no additional fees. Again, the rules have since changed.
Again, thank you for letting us know about your experience. We are still looking forward to your next reservation with us."