Cozy 2BR in West Side • Kitchen & Living

Thank you for sharing your feedback. We are sorry that your stay did not fully meet your expectations. We would like to gently clarify that this accommodation is a completely private home within a larger house. Guests have their own private entrance, bedrooms, bathroom, kitchen, and living area, and no indoor spaces are shared with anyone else. The separate unit and entrance were also clearly explained in the check-in instructions provided before arrival, which you acknowledged and thanked us for. As with many wood-frame houses in Vancouver, sounds such as footsteps can occasionally travel between floors. We understand that the footsteps from the guests upstairs affected your ability to rest, especially after your long journey and significant time change. We provide complimentary earplugs as an additional convenience for guests who may be sensitive to sound. When you contacted us at around 10:30 p.m., we immediately reached out to the upstairs guests and asked them to keep their footsteps and other noise to a minimum in accordance with our quiet-hours policy. We always take noise concerns seriously and do our best to respond promptly. We are also sorry that the mattress was not comfortable for you. Mattress preferences vary greatly, and we selected a medium-firm mattress that we hoped would be suitable for most guests. We also understand that rates were higher during Vancouver’s peak travel season and the World Cup period. We are sorry if the higher seasonal pricing increased your expectations and contributed to your disappointment with the stay. We appreciate your feedback and will continue working to provide a comfortable and accurately described experience for future guests.