Charmantes 3-Zi Stadthaus - SEEBLICK - McHenry

Hi Debra, thank you for sharing your feedback. We’re glad to hear you enjoyed the townhouse and appreciated the well-stocked kitchen, though we apologize for the frustration surrounding your check-in timing. To clarify, early check-in requests are always subject to approval depending on listing availability and housekeeping schedules. We never guarantee early check-ins in advance, as we have to wait until arrival day to confirm whether the home will be ready. On your arrival day, our team was able to clear the home early and approved your check-in for 1:00 PM; however, we understand you arrived at 11:15 AM before that time window opened. We appreciate your insights regarding communication and will use your feedback to improve how we set expectations for early check-in requests. We hope to have the opportunity to host you again for a smoother experience in the future.

Thank you for sharing your feedback. We’re glad you enjoyed the spacious home and spectacular view. We do want to clarify that our team was responsive to your concerns throughout the stay and worked to address each issue that was brought to our attention. While there were some unexpected inconveniences, we did not ignore them or leave you without assistance. Our team communicated with you, coordinated with our maintenance and support teams, and worked through the concerns during your reservation. Regarding the A/C, we took the issue seriously and worked with you to get the situation addressed. We also provided $160 in compensation as a goodwill gesture for the inconvenience. Our goal was to make sure your concerns were heard and that reasonable solutions were provided during your stay. We’re disappointed that the experience was ultimately viewed so negatively, particularly given how responsive our team was and the efforts made to fulfill your requests while you were here. We appreciate the feedback and will continue working to improve the guest experience.