Leuchtturm 1606 NEU LISTUNG 2/2 mit Etagenbetten

The guest stated that she was going to arrive early, and she requested an early check-in. I confirmed with the property manager that the unit was cleaned and inspected, and I allowed a free early check-in. I receive a message at 9:53 PM on Friday night that only included two pictures of the bathroom ceiling, and a question asking me if there was mold on the ceiling. The pictures showed something black only in the corner where the wall meets the ceiling. I explained that I could not definitely confirm that it was mold by the pictures, and that I had a maintenance trip planned to address any issues with the unit. I also explained that the guest that checked out on the day of this guest’s check-in did not mention any issues with the bathroom. Saturday evening, I received another message informing me that the guest had a son with asthma, and she was concerned about the issue with the bathroom ceiling. In the message the guest also requested items such as extra trash bags, extra paper towels, and extra dish liquid, all of which are not included with a standard condo rental. The agreement clearly states that enough supplies will be available to start the trip, but the guest is required to provide additional items needed. I notified the property manager on Saturday evening that the guest had issues that needed to be addressed. Unfortunately, we could not get anyone on Saturday night or Sunday to go out to the condo to address the issue. On Monday morning I received a message from the guest taking issue with the fact that the unit was inspected after it was cleaned, and the issue in the bathroom ceiling was missed during the inspection. At this point a “discount” was requested. I explained that I had been working with the property manager to hire someone to address the issue and would be happy to consider other remedies after confirming that the issue was resolved. We hired a maintenance worker to go out to the unit on that same day to clean the bathroom ceiling. Our maintenance worker confirmed that there was mildew, not large mold spores, in the area where the ceiling meets the wall. He was able to treat the area with a bleach solution, and he sent pictures confirming that the problem was resolved. Next, I issued a full refund of the guest’s cleaning fee to remedy the complaint that the cleaning company missed this minor ceiling issue during inspection. I also checked my own family into the unit two days after the guest left. We did not find any further issues and felt very safe and comfortable in the unit.