Thank you very much for your review. Reviews like this give us a chance to improve. I'm sorry I did not personally have contact with you during your time with us.
The room-move you experienced was due to an unplanned engineering issue in the building which resulted in us having to turn off water to certain parts of the building while we repaired it. I was unaware you were unhappy with the second room you were in. We only put 4 long-term guests together in a room, so availability for these types of stays is limited to select rooms in our property, but I would have been happy to see if something else was available for you. I have actually started making note of bed/floor position in our welcome message for new bookings so that we can try and accommodate these requests in advance of arrival and avoid having to move rooms after arrival to accommodate them. Hindsight is always 20/20, but we definitely have areas where we can improve to make future guests time with us more comfortable.
We do put four long-term guests together because it allows us for a more traditional "roommate" experience and reduces the turnover in the rooms. As you can imagine, with 3 other beds in the room, if we allowed traditional guests for shorter stays you could have up to 90 different roommates in the course of a month! That is a bit more coming-and-going than most guests are comfortable with.
I will be following up with our Front Office team and General Manager about clearer communication. Obviously there is some clarity that needs to develop on our part when you stop by the front desk to inquire about your time with us. Like I said, I was completely unaware you were unhappy with the room you were relocated to and I would like to apologize for the response you received. No guest, regardless of their length of stay, should be made to feel like they are less important than any other guest. That is unacceptable, and I am sorry you had to hear that from one of our team members. That's not the environment we try to cultivate at Freehand; we are super inclusive, diverse, and caring. You are not cattle, you are our guest. I'm really sorry you didn't feel that way during your time with us. Trust when I say this issue has my attention and I will be addressing it to ensure all our team is on board with our guests satisfaction during their time with us.