OTR 1 Bed Suite Free Parking Gym Pool Clubroom♡

Thanks for a nice, comfortable place to stay.

10.0

Great location, very nice!!

− There was nothing we didn’t like.

Excellent

10.0

Loved the location close to restaurants and walking distance to the ballpark

− Very private and quiet. Nice rooms to lounge

Terrible communication, so just cross your fingers you don’t have any issues that need to be addressed

2.0

Very convenient to everything! We walked everyday to tons of places. Garage parking was nice. Very organized check in process.

− The communication was horrible! We were not told ahead of our stay that the washing machine was broken, and they knew it prior to our arrival. We were traveling with our infant and we needed it. They were missing a part, and apparently the machine being off also made the entire place smell. I thought there was a dead animal in there it was so bad. When we messaged them about the smell, it was an AI bot responding. They asked us to perform the maintenance task, and then said they would send someone to fix it once we couldn’t. No one ever came to fix it and there was no solution or compensation for the smell or the lack of laundry. They said they would reimburse us for a laundromat, but we didn’t have time to do that on our vacation, and there were no other solutions presented to us. The smell was so bad and there wasn’t anything offered to eliminate that either. We ended up even trying what they said for the maintenance task, and it didn’t help. Their communication was rude and inconsiderate. There were a lot of small things too that were annoying- some lights didn’t work, no washcloths, someone was in our parking spot and we had to figure out what to do- they said they would reimburse us for street parking and still have not done so. But all of that extra stuff was small and I probably would have still rated this place fairly decent if it were just that. But unfortunately it was not. The smell and the terrible communication, and the absolute lack of care to fix the washing machine and smell issue was unacceptable.

Guest review

7.0

Location good. Was as advertised.

− Washer/dryer did not work and they knew about it, but didn't tell us in advance. Disappointing as it was one of the reasons we booked this place.

Non transparent mandatory fees, AI customer support.

1.0

Location & kitchen with coffee and sugar.

− Non transparent mandatory additional fees! AI communication referring to “ boardingpass” - the hoops to jump through to access the unit, and guidebooks- the AI facilitated instructions to take your garbage out etc ( regardless of the mandatory $95 cleaning fee!) in order to place your fob into the designated lock box to be able to check-out. $120 per night tranlates to: $120 + mandatory additional fees (SPECIFIC $ amount for all these mandatory fees were NOT specified at booking): additional $95 cleaning fee+ $150 credit card hold insurance OR $30 insurance fee+ $125 pet fee. And while AI communication is prompt it is generic ( and NOT able to effectively address the issue because it’s non-human but applied for customer service). I suspect AI communication is part of a rental managing app ENSO ( which usually is encountered with airbnb but seems to have made its way to booking.com?) Example: a BED does not equal a couch, if there are no sheets and only additional comforters which are to be found on top of a cabinet still sealed in the original box in which it was shipped.

Guest review

10.0

Great location near lots of restaurants & shops. Super cozy and met needs especially traveling with a small child.