Response from Travis & Heather:
For each guest that has come through our properties, we try to go above and beyond to accommodate their needs and make their stay the absolute best. Over the last three years, we have received over 30 reviews, and every single one is 5 stars.
However, after having Robert and his group in our property for a week, we have come to the conclusion that absolutely nothing we could have done would have satisfied them.
In the name of full transparency, we will respond to the above complaints point by point so that you can judge for yourself the validity of his review when compared to the numerous other 5 star reviews.
We’d also ask that you look at the track record for both of us and Robert. We have stayed in over 50 AirBnB properties as guests, all over the world, hosted over 500 people, have over 30 five star reviews, and are AirBnB superhosts. This was Robert's very first experience with AirBnB, and unfortunately, I don't think he understood what it was all about.
Re: "filthy house" - we have never once had a complaint about any of our properties being unclean, as referenced by our 5 stars for cleanliness from all past guests. I am unsure what Robert is referencing.
Re: leak in the sink - As soon as Robert brought this to our attention, we asked him if he'd like for us to get a handyman to come out the next day to fix it. He said he fixed it himself, to which we thanked him profusely.
Re: clogged outside drain - Once again, I asked Robert if he would like me to get a handyman to come out and fix it immediately. Once again, we never got a response. When we went over to the house, all we had to do was move a leaf out of the drain that was covering it. It took 5 seconds.
Re: mildew smell in basement - It is an unfinished basement, which, to our knowledge, has never had any water in it at all. The only thing down there is a washer and dryer, meaning you need to spend, at most, 2 minutes at a time down there. The cleaners have also said they've never noticed any water, mildew, or mold.
Re: Not enough mirrors - we specifically state, multiple times, that there is one bathroom in the house. When, on the second day, they said they would like more mirrors, we bought them immediately and sent them Amazon Prime in 2 days. It included 2 desk mirrors and a full length mirror. I have no idea how any would expect to get mirrors any quicker and how many more they would need.
Re: Toaster - Within 2 hours of them asking for a toaster, we had it sent Amazon Prime and it arrived within 2 days.
Re: One Skillet - There are, in fact, 2 frying pans at the house (which we double checked on after Robert checked out). There is also a built in skillet on the stove that allows you to cook bacon, pancakes, or whatever your heart's desire on. Robert mentioned they didn't feel comfortable cooking on the built in skillet in case bacon grease ran off and started a fire because there was no fire extinguisher.
There is, in fact, a fire extinguisher right under the sink, and which was there the entire stay.
Re: Closets - The house is 150 years old, and therefore, has no closets built in. The master bedroom has a large hanging rack and the second bedroom has a dresser for clothes. Again, we are unsure what else could be done to placate Robert.
Re: Mice - The cleaning people, who have cleaned the house for the past 8 months, have said they have not once seen any evidence of mice, nor have we.
Re: Trash - There is an alleyway besides the house that all trash can be put in so that it does not sit on the back patio. The fact that the city of Philadelphia only picks up trash once a week is something that, believe it or not, we are pretty powerless to change.
All of this was expressed to Robert during his stay, over multiple messages. We feel as though we went out of our way, over and over again, to address any issues they had, and even attempted to bring them a gift for their troubles (they weren't home).
However, whenever we would ask a question, such as "would you like us to call a handyman?" there would be no response, just another complaint.
We love having people stay at our properties and providing the best possible experience in Philadelphia. Thankfully our other reviews and the relationships we've made with all our other guests speak for themselves.