Our status on Airbnb as Superhost on Airbnb shows that our team has minimum of 4.9 star rating. This status was hard earned with reviews such as "The place was immaculately clean, elegant with a breathtaking view of the ocean". Club Reale is a company that consistently goes out of their way to assist and satisfy our customers.
Jonathan repeatedly refused access to the cleaning service and then expected a refund for the "service part of the reservation". The motive is apparent after a close look at all the facts. Jonathan's allegations about the location in relation to nice restaurants are as false as his cleaning allegations. West Palm Beach restaurants are 15 minutes away. Had Jonathan utilized the readily available full time concierge in the lobby of this 4.5 star Resort, he would have learned that all the nicest restaurants are in Palm Beach Gardens which are 5-10 minutes away, not to mention the three amazing restaurants within the facility.
After a close examination of this situation, Jonathan's does not have the credibility to assert any believable claims such as his stay being overpriced. The unit he booked was the nicest penthouse 1 bedroom ocean view unit in the entire building for 25% less than if the reservation was made for a regular one bedroom at the front desk.
Our team are all hard working great people who work very hard to satisfy each guest. After closely looking at this situation, we have uncovered that Jonathan has been malicious in his intent, and by leaving this review, has either knowingly or unknowingly hurt the hard working people in our company who depend upon the satisfaction of our guests to make a living.
Jonathan never allowed housekeeping to enter to perform the daily cleaning, and then maliciously posted for everyone to see that they are not to expect clean towels or sheets. Jonathan was untruthful in that he referenced that there was "dirty towels under the sink", when in fact he was talking about the 1 "dirty dish towel" that was originally clean and stored under the sink that he used. He went on to warn others not to expect good service, which was also not truthful as Jonathan never allowed our team to perform their duties.
We believe that Jonathan started his trip off on the wrong foot because he wanted an earlier check in than our policy which is 4pm. He requested this early check in on April 13 via Airbnb text messaging. We responded on April 15 informing him by Airbnb messaging that early check in is only possible based on occupancy and only if the unit has been cleaned and turned over in time.
On May 6 we sent check-in instructions to Jonathan informing him that check in would be at 4pm. On May 23rd our housekeeping team cleaned and turned over the room. Our housekeeping supervisor who has 8 years of housekeeping experience was the one who cleaned the room and did a complete cleaning check that was verified by our office manager. The room was clean for a 4pm check in. Jonathan checked in on May 23rd.
On May 24th, Jonathan sent us an Airbnb message claiming that he did not receive a daily cleaning. On May 24 our staff responded explaining that unit 2107 was on the cleaning schedule for the day. Our staff responded with an Airbnb message to him and took immediate action.
After our staff checked with the housekeeping supervisor, the truth was revealed that Jonathan had activated the do not disturb sign. Our housekeepers are trained not to enter a room that has this sign activated. Jonathan was informed that the activation of the do not disturb sign would deter our housekeeping team. The housekeeping staff was instructed to return to the room. They returned to the unit on May 24th and were turned away from cleaning by Jonathan both times they attempted to access the room.
On May 25th our housekeeping team was again turned away from the room by the guest. On specific instructions by Kathi our office manager, the housekeeping supervisor returned to the room three times that day. Each time the housekeeping supervisor was turned away.
On May 26th our staff received an Airbnb message from Jonathan explaining that he turned housekeeping away the day before and had requested an appointment for cleaning that was not met. He was not truthful in this message to represent the now over 8 times that he turned away housekeeping when they arrived at the door to unit 2107. He went on to request a refund for the "service part of our stay".
Our staff responded to this message and informed Jonathan that housekeeping appointments were not our policy, but we would do everything possible to accommodate him. Our staff also instructed the housekeeping supervisor to return to this unit to try again to perform the scheduled daily cleaning. Upon arrival each time the housekeeping supervisor was turned away from cleaning this room.
On May 26, a follow up Airbnb message was sent to Jonathan informing him that housekeeping was turned away and that they would make another attempt at 2:30 Sunday before their shift was complete. Jonathan responded with a photo of a dirty "dish towel" that had obviously been used in the three days that the unit was occupied while refusing the daily cleaning service that includes cleaning and replenishment of towels and toiletries. Our office manager responded professionally letting Jonathan know that the housekeeping supervisor was alerted to take care of this issue. Housekeeping was repeatedly refused access.
Club Reale did everything in their power to satisfy Jonathan as with every guest. Jonathan 's review did not at all respect the extra effort that is put into satisfying him during his stay. Thank you all for your time if you have read this and we hope to host you for a beautiful stay at the Palm Beach Singer Island Resort and Spa Luxury Suites.