Réponse de Chau :
First of all, I want to say that I can understand Kriz's frustration, but the situation should be fairly presented with all material facts so it doesn't sound one-sided.
1. This an unfortunate incident whereby my own flat had an accident the day earlier and I did have to make a last minute change to another flat owner, literally the morning of his flight. The arrangement was for him to check in at noon and I intended to meet him in person at noon to explain to him and walk him through the replacement flat to see his thoughts. WITHOUT TELLING ME, HE DID NOT SHOW UP UNTIL 5PM BECAUSE HE DECIDED TO GO DINE WITH HIS FRIENDS FIRST BEFORE GETTING THE FLAT. Naturally, because I didnt know when he was coming, I could not wait forever (it happens, no one's fault, but this meant that the check in had to be done by my staff instead).
2. Any misunderstanding between that staff and guest I cannot verify, as I was not there, but the first complaint I heard was honestly from the staff, who said the guest is extremely rude to him, I was already an hour out of town so could not be present to handle it, but I told the staff the customer is always right, to not mistreat him.
3. Guest was shown the flat, to which he told me over the phone he didnt like the blanket bc they looked different than the pics (of my flat), so I said anything he doesnt like, I will have it replaced for him. All bedding sets from my flat were then brought to him and replaced. I asked NUMEROUS TIMES if there were anything else, he said thats all. Then silence... I thought things have been remedied..
4. Lock incident A DAY LATER. 5am guest called me and i responded immediately. First I had the building security go check on it, when they said its broken and needed a locksmith, I had them contact a locksmith but first one available is at 9am (Security got the lock to open but because they did not want to be responsible for an UNLOCKED FLAT for a few hrs, they asked guest to remain if possible. Guest refused to wait so I convinced security to safeguard the flat until locksmith comes because it was unfair to make guest wait, (FROM 5am to 9am THAT IS).
I want to stress that I am not making excuses or laying blame, but I want facts to be presented accurately, and that I took every viable measure to remedy the situation as requested by guest. Except of course, give him my own flat which he saw in pictures. Icon56 is a relatively new building, and all flats are generally the same in layout and quality except for the minor touches as done up by different hosts. Perhaps my personal touches makes him preferred mine more (BASED ON PICTURES) - to which I am very flattered, but it was not as though he opted for a grape and got a raisin...nonetheless the last minute replacement was an unfortunate thing and I take full accountability...
In the perfect world, he and I would have met at the prearranged check in time, I would have been able to walk him through the new flat and get his thoughts, he would have expressed in more detail what he would like replaced so I could replace it immediately, and the lock situation, well that was a one-off thing so I am not sure if that was foreseeable.
Sorry you felt you had a crummy stay Kriz, but surely it was not as though I targeted you so dont take it (URL HIDDEN) feeling is that you were unhappy from the get-go so everything else from then on was just downhill and no chance for redemption from my part...