Salty Sandpiper - Canal front home in Key Allegro

Hello Joseph, Thank you for your feedback. We wanted to clarify the timeline and the steps we took to address the plumbing issue during your stay. You checked in on 10/11/25, and the issue with the downstairs toilet not flushing was first reported to us the following day, on 10/12 at 12:02 PM. Once reported, we immediately dispatched our maintenance team, who arrived on-site within the hour. When they were unable to resolve the issue, we promptly contacted a plumbing company, which also responded quickly. While repairs were underway, our maintenance team noted that the upstairs bathrooms remained functional and were being used by you and your guests. Our maintenance team member apologized for the inconvenience at the time, and your response to him was, "No worries, things happen." After the plumbing company successfully cleared the clogged drain line, we had our housekeeping team sanitize the downstairs bathroom and bedroom to ensure everything was clean and comfortable for the remainder of your stay. At checkout on 10/13, I personally apologized again and asked if you had enjoyed your stay aside from the plumbing issue, and you told me that your family had a great time. While we deeply regret that you experienced this inconvenience, we believe we responded promptly and appropriately to resolve the matter as quickly as possible. Thank you again for staying with us.