FAENA HOTEL LUXURY APARTMENT

Thank you Ernesto. You and your Wife have been a great pleasure to assist. You always have a home in Buenos Aires. Best.

As a home owner, I always respect my guest's reviews, the simple reason is because reviews are impressions and each different guest might have a different experience despite best efforts. But on this particular time I would like to take the time to respond to the review as it is honest or accurate one. I spoke with Mr. Yara on several occasions by text message in advance, answering all of his questions. He was allowed to check-in at 6 AM in on a Saturday morning (and also requested to check-out late at end). I’m not sure because he never reply my “farewell messages” however I did ask if everything was ok on his stay, and never got an answer. He first wrote on Sunday at noon, saying that the unit was “not clean” – that caught my attention because we know the person who makes the cleaning regularly and never had a problem with her, but instead of doubting his claim, I asked him to be more specific, even more, I said “there is any problem with the towels? Sheets? The floor?” He said everything was perfect but he saw marks on the bathroom mirror and I asked him to send the picture which he did. The stains were a cleaning product which the maid use that made it appear hazy. Of course I apologized and I offer him to have the maid going on Monday morning AND, seeing that he was sensitive about cleaning during his stay, I said that the hotel also has maid service with additional charge which means he could arrange a cleaning with 24 hrs in advance. This is an extra service every guest has and I ALWAYS mentioned it to everybody, as well as the in-room service, and all the great services that are provided by the hotel. He agreed to have the maid come on Monday morning. She not only "cleaned" the mirror but the whole apartment, that was an instruction I gave to the maid, again because we felt we could improve and provide a better experience to this tenant on that particular matter. Even though the additional cleaning is not included on the rental, we never charged any extra. The maid returned again on Thursday of their stay and then a final cleaning after he left. Mr Yara received live assistance by messenger all the time he needed, I never failed to get back to him within the hour. All of this story is documented on several text messages we had exchange with him as well as the maid. Again, reviews are subjective, but this particular review it is not reflecting the whole story and it is disappointing that cleaning solution smudges on a mirror are mislabeled.