While all reviews are welcomed to improve services, and ensure positive guest experiences, this particular review from Mahela is the first complaint of its kind in over 300 previous renters of my units. Her point of view of the incident is worded quite differently than the hosts' perspective. Here's a timeline of the events of this reservation:
The renter before Mahela, who stayed 9 nights and checked out the same day Mahela arrived, never reported any issues, and later stated the washroom was fine at the time of his check out. I had previously lived in that unit about 2 weeks before and there were 0 issues. The cleaners and rental agents who inspected the unit the day of Mahela's check-in, also expressed there was no smell. Mahela arrived in the evening, after my agents were already at home, for a 3-night stay. She sent me a complaint of a smell coming from the bedroom/bathroom at 11pm, but it was too late to inspect, or fix that night. I had assumed it was from the air conditioner, hence the filter comment at the end of Mahela's review. The following morning, I sent someone to inspect the problem, who confirmed the smell was coming from the bathroom sink drain, and advised all bathroom drains should be cleaned. I upgraded Mahela to the 2-bedroom penthouse for the 2nd night, which is in fact 2x the price of the first floor unit. The following day, my agents were still cleaning the bathroom drains and airing out the unit when Mahela's partner Michael entered the apartment at about 12:30pm. We would've never invited them to move back while the cleaning was still happening, especially considering Mahela's sensitivity to smells. Michael told me the smell was worse, and they requested another apartment. I paid for another equivalent apartment for them for their last night. The original apartment they booked was ready at 3:45pm, and I sent someone without knowledge of the problem to inspect the unit at 4pm. The bathroom drain smell was gone, but we already paid for their new apartment that night. Mahela then requested a refund for the first night, to which I declined, and advised her to contact the airbnb resolution centre to handle this dispute. There was nothing we could've done more than we already did to make her stay comfortable and it remains a mystery to all of us how the smell originated. There have been 3 different guests who have stayed since she left, and none have had any issues with smells. None of the other apartment owners/managers in the building with whom I've spoken, have had a problem with their drains. Everywhere in the Caribbean fights humidity, it doesn't matter if it's on the 1st floor or 10th floor. That is why, even if the apartments are not rented, we clean them once a week to ensure there is no mold or mildew smell resulting from humidity. The common areas are also being cleaned constantly by our staff, the place is regularly described to me as immaculate. Additionally, Mahela just wrote me, "I am high maintenance when it comes to mold and bugs and such", so if you are reading this, take that into consideration. And no, cats do not pee in my condo.