Απάντηση από τον/την Michael:
1.Normally our guests use GPS to locate our properties. For some reason Mr. Abdulaziz did not and needed directions over the phone. However, he was unable to clearly indicate the location he was calling from, for us to be able to direct him correctly. We are very responsive. One of our staff members was waiting at the property to check him in while I was at another property checking in another guest. Mr. Abdulaziz was late by over two hours and due to this situation I specifically asked him to please call me at a landline I had given to him while I was checking the other guest. I also informed Mr. Abdulaziz that when we don’t have reception we are not able to see if there is a missed call. However, when I met with him, I showed him my phone which had no missed calls and asked him to show his phone. At that point he said to let it go as it was not a big issue.
2.Both Air Conditioning units were fully operational and there was no problem, but Mr. Abdulaziz did not know how to operate the thermostats. As indicated above, we had one of our staff members wait for Mr. Abdulaziz at the property to show the amenities, which is our standard practice. However, due to Mr. Abdulaziz’s substantial delay and eventual arrival after 7 pm on Friday evening, our staff member had to leave, and leave a key at the property. When Mr. Abdulaziz arrived, the AC was not on. He consistently called me every few minutes regarding the AC situation, which I turned on once I finished with the second check-in and arrived at the property.
3.Mr. Abdulaziz’s reservation was from July 22 to August 15, a 24 nights stay. The plumbing issue arose two weeks after Mr. Abdulaziz’s moved in, and it was in one bathroom only. Specifically, it was a slow drain. Mr. Abdulaziz had requested extra housekeeping service and told me that since this was not a rush, to make sure the plumbing is done the same day as the housekeeping, as he wanted his personal belonging guarded during anyone’s visit, and avoid having his wife stay twice at the house, once for the maid service and once for the plumbing. We accommodated Mr. Abdulaziz exactly as he requested. The plumbing company confirmed that the slow drain was due to excessive hair and food particles in the drain system and took care of the situation the same day.
4.There was indeed a power and water outage for one night during Mr. Ablulaziz’s stay. Mr. Abdulaziz called me to report the issue at 9 pm. I called AirBnB immediately and explained the situation. I offered Mr. Abdulaziz for us to pay for hotel accommodations, or one additional free night at the property. He did not seem happy with this solution and insisted for me to find a way to contact the Department of Water and Power after work hours. He repeatedly told me that in the Middle East where he is from he would have resolved the issue immediately, and that I am lacking effort. He then accepted the same deal from AirBnB which I offered in the first place, and we paid for the night Mr. Abdulaziz had to stay at a hotel. The water and power was restored the following day.