On Riverwalk/Downtown/King

The guest was accommodated with an alternate stay in the same building while the air conditioning in the originally booked unit was being serviced. Our HVAC contractor responded promptly, serviced the system, and restored it to normal operation. After service, the unit was cooling within the normal operating range for residential air conditioning during periods of extreme Texas heat. When the guest first reported the issue, we immediately provided an alternate accommodation at no additional cost to ensure their comfort while the system was being serviced. Unfortunately, the guest was unresponsive and did not provide the information needed for our HVAC technician to fully diagnose the issue during the service visit. Nevertheless, the technician completed the service, and the air conditioning was restored to proper operation. Since this stay, multiple subsequent guests have stayed in the unit without reporting any air conditioning concerns. We are sorry to hear the guest did not feel well during their trip. However, it is not possible to attribute a medical condition to the apartment's temperature, particularly after the air conditioning had been restored and following a full day spent outdoors in extreme summer heat. These additional comments also came as a surprise, as the reservation did not include any children, and our exterior security cameras did not indicate that any children entered the property during the stay. We pride ourselves on responding quickly to maintenance issues, and in this case we acted immediately by arranging prompt HVAC service and providing alternate accommodations while repairs were completed.

Thank you. Just to mention, this space is much larger than a standard hotel room that you could book in the area. It comes with a separate living room and a kitchenette which is not included in a typical hotel stay. This property is directly on the Riverwalk and you will not find this much space without paying double or triple the price on the Riverwalk. I have had families of 4 stay in the space quite comfortably

The guest expressed significant frustration and was quite demanding and rude regarding the AC issue. Her hysteria surely caused more anxiety for those around her. Maintenance was contacted immediately, and the problem of the very slight humming was resolved within approximately 30 minutes. Despite the prompt repair, the guest requested a refund. When a refund was not issued because the problem was quickly resolved, she retaliated with a nasty review. For future guests, I encourage you to read the many positive reviews from previous stays, which reflect the consistent experience we strive to provide. This particular review appears to be influenced by the refund request rather than the overall condition or management of the property.

Thank you for your feedback. However, we would like to address a few points. You are the first guest to mention any “odor” related to the restaurants, so we believe this may be an isolated and subjective experience. We encourage guests to reach out to us directly during their stay if anything is missing or if there are any concerns, so we can address them promptly instead of waiting until you check out so that you can promptly post a critical review. Regarding the decor, we understand that style is subjective, but we ask that reviews focus on aspects of the stay that can be improved, rather than personal preferences for decoration. Just as you wouldn’t appreciate criticism of your own home’s decor, we kindly ask for the same consideration when reviewing someone else’s space. We appreciate your understanding and encourage future guests to communicate directly with us if any issues arise during their stay. Thank you.