ComplaintsforAvalon Suites

• Initial Complaint

  13/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I stayed at one of their condos during an ****** trip. Despite the listing, the area was absolutely dirty. Towels were damp before we had checked in, the available bedding was suspiciously stained all throughout, the kitchen was disgusting (microwave and it’s surroundings were stained + bottom of the fridge was also dirty) By the time I had returned home, I had developed a rash that has yet to heal. The host is not taking any accountability for the poor service we’ve received.

  Business response

  21/07/2023

  Greetings,
  To the concerned personal,

  The above mentioned client stayed with us in July from 7th to 10th of July, 2023, her name on the reservation was *** *.
  They booked the stay with us via ****** for3 nights. 

  We are a short term rental business. The rooms we rent out to the guests are cleaned and inspected before renting them to the guest. We provide cleaning services, additional amenities etc if required by the guest. For any guest if there is a problem about cleaning, room configuration etc, we try to help them by resolving the issues. These involve resolutions like Cleaning the room again or if the guest wants, we switch them to another unit.

  However during their entire stay this guest did not complain or told us anything about what they say, they faced during their stay. Their was no telephonic, email or ****** message that was sent to us. No other means of contact were made to us for any of the concerns whatsoever.
  If we had even the slightest idea that there are problems within the unit, we would have worked on it or provided for a solution. We have multiple units to manage and issues like these may occur however, on our part we mitigate them and solve them.

  The guest made no communication with us until check-out and right away complained to ******, demanding for a full refund. On top of that this demand was made TWO DAYS AFTER  the checkout on the 12th of July. Receiving this request of refund from ******, we declined to this concern because if something occurs, the host resolves it BUT it needs to be reported within the stay and not after, so that we can act on it. * **** ****** *** ****** ************* ***** ******** ****** *** ***** **** ***** **** *** *** ******** ***** *** ***** ** ****** *********

  The complaint made on ****** by the guest on 12th of July, they mentioned issues like a wet towel inside the unit, microwave cover and cleanliness of the duvets and sheets. 

  Towel - The guest mentioned that there is a wet towel in the unit. However all our units are professionally cleaned before each guest and all the bath towels, bath mats, face towels, amenities are replenished and replaced. It is unlikely and not possible that the Housekeeping team left a wet towel inside the unit and it also went unnoticed during inspection. (Not mentioned until 2 days after checkout, only mention of this was in the complaint with ******)

  Microwave - The picture of the microwave metal piece which was sent is also not broken, those rectangular metal pieces are fixed in a way that they have to be Pulled out of their place. Even if it does come out, it can be put back in seconds. ( Not mentioned until 2 days after checkout)

  Duvet and sheets - The sheets are provided to us by an external provider and are cleaned professionally before delivery. The duvets are also cleaned in the washer dryer before every check-in. The pictures sent show that they are yellow but that is because they are old but not Dirty. 

  The guest straight away went forward with ****** complaint and demanded full refund. After staying their whole stay without any complaints or issues, they straight up complain to ****** that too after 2 days? 

   

  Customer response

  21/07/2023

  
  Complaint: ********
  
  I am rejecting this response because:

   Although we should have reported these concerns earlier, that does not negate the fact that the ****** was in a terrible, dirty state. And there is no way to negate from the extensive uncleanliness ********* ** *** ******** ********. That is not the result of a 3-day stay, it speaks to uncleanliness from before. If this is the result of professional cleaners, I highly advise that you either reach out to them about this issue or you otherwise change cleaning providers.

  ** **** **** ******** **** *** * ******* ** ********* ****** **** ******** ********** ***** ** **** ** *** ****** ******* *********

  ** **** **** ** *** *** ****** ** * * *** ****** ****** ****** **** ** * ******* **** ****** ** ******** *** ******* ************

  Sincerely,
  
  ***** **************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩