We are sorry to hear that Francisco and his party only had negative comments to make about my apartment, which has over 100 positive reviews. We understand the inconvenience that they experienced and honestly worked as best as we could to solve the situation.
We are super hosts and have high standards of service. Concerning this unfortunate incident, we were in close contact with Airbnb and got their understanding and support on the matter, including a credit of 50% to cover Francisco’s refund.
What actually happened was an unfortunate emergency with the building’s system, leaving us in a difficult situation as our booking rate is high. It affected one of the bathrooms in the apartment, and the guests were informed of that problem when they arrived.
During the days in which that one of the bathrooms was unserviceable, we were in constant contact with the specialized repair team that works for the building, trying to push for an immediate solution. However, it would have been illegal to use our maintenance team to do so. Unfortunately, a quick solution to this problem was way and beyond of capacity.
This situation was puzzling to us as well, and we tried to explain it to our guest as best we could while working hard behind the scenes to find a quick solution.
On the other hand, we understand that the guest’s choice to continue to use an unserviceable bathroom while there was an alternative option in the apartment was not hygienic and inappropriate. The same applies to his comments on the apartment itself, which has never received a bad review during the many years on the market. Instead, we’re proud of the fact that it has excellent reviews on how exactly looks and feels.
Another fact worth mentioning is that as a way to redeem the inconvenience that our guests went through, we upgraded them a much more expensive property with full luxury amenities in the best spot of Ipanema beach. The Airbnb rules specify that in the case of a problem like the one we had, a similar property should be offered as an alternative. However, we chose to provide a much better option which costs almost double then what they had paid. They also received a private transfer to the new property by Giovanni, my co-host, and were comfortably installed for the remaining of their trip.
The problem with the building’s system was fixed shortly afterward, and everything has gone back to normal -:)