Dear Amy,
Regarding the size of the unit, I want to make it clear that we have not changed the description or the images of the unit before or after your reservation. They accurately represent the unit's size and features. We do allow for 2 small children to sleep on a day bed in the living area as this provides an affordable option for families compared to larger 2 bedroom units, which are often much more expensive in the St. Francis area. Previous reviews have also mentioned the unit's size, and while we appreciate honest feedback, we hope it will help future guests make informed decisions and manage their expectations accordingly.
During your stay, you mentioned a problem with the fridge not being cold enough, but when we asked about it, you indicated that your items were fine. However, we apologize for any inconvenience caused by the loss of your milk and yogurt, and we immediately followed up with our management agency to address the refrigerator's performance.
Regarding the security rating, we have never encountered any security issues ourselves as it is a gated complex. However, we understand that your perception may differ, and we respect your feedback.
After your departure, we did not receive any feedback for two weeks until we were asked by the platform to provide a rating for you as a guest. Unfortunately, we have had to rate you lower than our previous guests due to the damage sustained during your stay, which was significant and unprecedented. Although accidents can happen, we would have appreciated communication or acknowledgment regarding the damage.
Prior to this incident, our average rating stood at 4.7 from 20 previous guests, reflecting the positive experiences we strive to provide.