Dear More Didi,
First of all, I would like to apologize for the inconvenience guests had while staying at our property. Then, I would also like to thank guests for taking the time to review our property.
Some time after receiving this review, I, as the owner of Ricardo's Room, have communicated and coordinated with the House Keeping team. There are several things that I have concluded and need to be known by guests, namely as follows:
1. Considering that our under management property is only a few apartment units among thousands of other apartment units that are not under our management so we cannot control this, because pests (cockroaches) can appear from sewers, janitors on each floor, other adjacent units and so.
2. According to our SOP, during the check-in process we will always escort/accompany guests to enter the apartment unit, at the same time we will explain about the facilities in the unit, in the process when guests find something -things that are not or are not comfortable when entering the apartment unit, guests can immediately complain at that time to ensure guests will feel comfortable while staying at our property.
3. According to point number 2, we regret that there were no notifications or complaints from guests about this during the stay which, to avoid guest inconvenience, we can provide options for changing rooms, refunds or other things if guests really feel uncomfortable.
4. If according to statements or complaints from guests where guests say they are amused by cockroaches, but in reality guests can stay in the apartment for 3 full days without complaints.
These are some of the conclusions I can draw from my coordination with the House Keeping team in the field.
Once again I apologize for the inconvenience to guests.
Thank you for your attention.
Best Regards,
Bob Ricardo
Owner of Ricardo’s Room
