10 Reviews of Property 966123 in New Orleans, Louisiana

Owner's Response: Unexpected things happen, but I honestly don't believe there is anything more I could've done to please Mark K.

We offered several options immediately to address his concerns, all of which he refused. Following his check-out I was told that 'Overall, the apartment was as good as we expected', which is a direct contradiction to his review.

I'm confident that in this situation, I did exactly what I should have done. I immediately offered Mark K alternate accommodations in the same building, so that his plans would not be disrupted at all. I then had my handyman on-site within 15 minutes of his call and I called a locksmith, which he refused and had us to cancel.

Our goal is to provide excellent customer service, which we did. What can I say...it takes all types to run a business. I love the diversity of Guests that I meet in this line of work and all-in-all, I enjoy the interaction. Every so often you're going to get a Guest that just can't be pleased and sometimes they write reviews like this one. I see it as a challenge, not a deterrent to providing great customer service and a superlative vacation experience. I'm sure you'll agree and I look forward to hosting you!

Owner's Response: I am extremely disappointed that I was not contacted during your stay and given the opportunity to address your concerns during your stay. But I feel I must address them now as some were perhaps reported in error.

This is an older building but I have never had any complaints that the steps were seen as unsafe. There were apartments on the first floor that I would have suggested you consider had I known that carrying a toddler up and down steps was an issue of concern for you.

The apartment had been completely re-painted the week prior to your arrival and then professionally cleaned, so I find it hard to believe that my cleaning company, who have worked for us for two years, and have always done an excellent job, would've skimped and not cleaned the floors, knowing that they were cleaning up after a painting crew.

There is at least one extra set of sheets in each bedroom, so if the ones that were on the bed didn't meet with your approval, you could definitely have changed them. Regarding towels, there is a washer/dryer on premises, if you felt you needed to wash a load of laundry during your stay you were welcome to do so.

As far as being told you needed to wash dishes, the check-in instructions, which you were furnished with at the time you booked, specify that NO CLEANING IS NECESSARY unless something is spilled or there is a stain. There should have been dishwashing detergent there, however. I will make certain there is in future.

In future, hosts prefer if you contact them, say when you called to ask about the wi-fi instructions, which were included with your check-in instructions, and mention any concerns that you have upon CHECK-IN rather than giving a bad review when there's nothing that can be done about it, but damage to my business' reputation.

I'm saddened that I was not given the opportunity to address your concerns and provide you with a comfortable stay, which is our goal. I see it as a missed opportunity. I welcome you and your family to return and see that your stay was not indicative of a stay at our property.

Lenora Hanna Bertheaud

Owner's Response: Translated from German: Beautiful and spacious Apartment, well equipped. The location is very good street car stop right outside the house, drive about 15 minutes to the center. Nice neighborhood, shopping and restaurants in the immediate Nähe.Wir were 7 adults (coffee can be used as a sofa at a pinch), so it was a bit tight. However, not enough chairs in the kitchen were present (4 pieces), so I would recommend them for a maximum of 5 people. The owners we have not seen, except for email no personal contact, but was not necessary.