Its FernandA here :) and I have told Rose a few times that Fernando is for Boy
My flat is in a central location and very cosy , I try my best to accommodate my guest in the best way and am always very helpful. For that reason I have never had a bad review.
I would not host Rose and her family again!
Rose and her family stayed in my apartment from 31st May to 3rd June 2015.
A few weeks in advance of her stay Rose made me aware of her flight time, the time was earlier than a typical check-in but I offered to accommodate this.
Rose was due to arrive at the apartment at around midday, however by 2pm she had still not arrived and was contactable.
Eventually at around 5:30pm she made contact to say she was nearly at the apartment and her flight had been delayed by 6 hours.
I can sympathise with flight delays, these things happen and are frustrating to us all.
What I can not understand however is if you are delayed in an airport for 6 hours why would you not let your hosts know this!?
Due to other commitments on Sunday afternoon I did have to leave the apartment and a family member went to meet Rose and provide her keys etc.
Rose was now in the apartment, my cousin had left, delays happen!
Hopefully things would now be fine.
Sadly this was not the case.
Just after midnight on the first night of her stay, I had a phone call from a irate sounding Rose.
Rose was extremely annoyed that she could not get into the apartment, the keys would not work, she was stuck outside!
I tried to ask her some questions to understand what was happening, but she was frustrated and I was struggling.
I asked my boyfriend to speak with her and see if he could make any more sense of what was happening.
After a few minutes we discovered she was trying to get into the wrong door!!
She had forgot the apartment number and was trying to get into a property the other side of the courtyard.
The next evening, at 10pm, we received a text from Rose saying that the hot water and the heating would not work.
We explained to her where the hot water and heating controls were located and that they needed to be switched on.
Rose replied with a displeased text saying that this was not good enough and this should have been written down.
I always show guests through the apartment features when they arrive and have never had a problem before, however as Rose was 5 hours late and my family member checked her in, it is most likely that she did not explain this.
Rose also complained that the toilet flush did not work properly.
Rose also pointed out that she had to buy her own supplies for the apartment, and that I should have provided a book with information on England.
It would appear to me Rose expects a self-service apartment to be stocked as a hotel would be.
About 10 minutes later Rose was still upset there was no hot water or heating.
Rose said that this is ridiculous, she said 'What is this a 3rd world country!?' and she said she would be leaving me a very bad review.
She also complained that her messaging me was costing her a lot of money.
I politely said to Rose that if she felt the apartment was not right for her, if she was that unhappy, then if she wished to leave I would refund her.
I explained that from the when it is switched on the when you will get hot water and heating is approximately 15 minutes.
After this I had no further reply from Rose and therefore assumed that she had figured out how to turn on the heating and hot water.
The next day, 2nd June, I had no communication from Rose, all seemed well.
At 7am on the 3rd June Rose called shouting down the phone saying the shower was not working and was just beeping!
Once again it was difficult to ask her questions and understand what had happened as she was just shouting and not having a mature, adult, conversation.
My boyfriend again had to speak with her to try and find out some facts and understand what was happening.
Rose explained that her son had used the bathroom and that the shower was just beeping.
When asked if the beeping had started straight away and he was unable to shower, or if the beeping started during or after his shower, she was unable to answer this question.
Rose at this point was unwilling to listen to any further advice, and simply said she expects a full refund for her stay otherwise she will be leaving a very bad review and no one will ever stay there again. She repeated that she expected the full refund with a couple of days and that she would be checking her bank account before deciding what to write in her review.
At this point the call ended.
At 6pm on the day Rose checked-out (3rd June) I arrived at my apartment, to prepare it for the guest arriving that same evening, and to investigate the problems Rose has reported.
The first thing that I noticed was that they had left the flat is discussing condition.
There was faeces stains in the towels, rubbish everywhere and they broke the shower on/off button.
The shower itself was beeping when I arrived, I am not sure what had taken place to cause this, and Rose herself seemed unable to explain if her son had used the shower or not.
All that we could tell was that the on/off button had been pressed so hard it had partially broken (although overall it still functions).
To resolve the shower beeping we turned off and then on again the master shower switch located in the cupboard outside the bathroom.
I then tested the shower and it was operating normally.
I tested the other problems Rose reported, the heating, the hot water and the toilet flush, and they were all working normally.
I also tried to keys in the correct doors, and they did work too! (although they do not open the doors of incorrect apartments!) :)
I can honestly say that as new guests with young children were arriving in just a couple of hours it was a relief that everything was indeed working as it should.
The new guests that arrived stayed for 3 nights and 4 days, they experienced no problems with the apartment, and they even left me some gifts and a message saying they enjoyed a wonderful stay.