Reviews

Review Details

• Review fromAshley C

  Date: 14/05/2024

  BEWARE!! Cheap and will find any excuse to keep your security deposit. After paying them $42 ****** and leaving the place VERY clean (washed all the linens, wiped out fridge, freezer and cupboards). They kept a 1/3 of our security deposit, citing that an additional 6 hours of cleaning was needed ABOVE the 10 hours that was agreed on. 16h total (If you message me I will send you pictures that I took when I left - it was VERY clean) We were not told but expected to clean water scale/filter on the inside of the dishwasher. I messaged them on the absurdity of this, their answer and I quote "based on the rental agreement signed under Section:23 cleaning the dishwasher is not part of the housekeeping tasks which indicates that this should be the tenant's responsibility." WHAT?! - Advertised as luxury but had cheap finishes and no amenities. I am not upset about the monetary loss, rather I feel taken advantage of and I don't want this to happen to others. STAY AWAY from Elmy Stays!

  Elmy Stays

  Date: 25/05/2024

  Thank you for sharing your feedback. We take all reviews seriously and strive to provide the best possible experience for our guests. I would like to address your concerns directly.Firstly, I apologize for any inconvenience you might have experienced during your stay in our unit. Our goal is to ensure that every guest feels welcome and satisfied with their accommodations. Upon confirming our conversation history, we can confirm that all issues brought up during your stay was addressed promptly (ie. router was broken, so we purchased and installed a new one. ********** had encountered some cleaning issues so we provided troubleshooting instructions). Any other issues that were brought to us post check out (ie. freezer handle was loose) we were able to address it right away as well, but sadly not during your stay since it was unknown to us.Regarding the security deposit, we understand your frustration. The cleaning fee that is pre-paid at time of reservation and covers a fixed amount of hours which is usually the amount of hours required to clean this unit, is outlined in the rental agreement to ensure that the property is maintained to a high standard for all guests. This rental agreement is also provided at the time of reservation confirmation and signed by all renters, including yourself. We also provide complimentary biweekly cleaning services throughout your stay to help with the upkeep of the property. However, given the extended duration of your stay, which exceeded 160 days, additional cleaning was necessary.Despite our efforts to maintain the property, an extended stay often leads to increased deep cleaning procedures, making the final cleaning process more unpredictable. Our housekeepers assessed that additional cleaning hours were required beyond the standard 10 hours, which you had pre-paid at the time of reservation confirmation, unfortunately resulting in a deduction from your deposit for the excess hours to complete the job.We are sorry to hear that the finishes and amenities did not meet your expectations. This is actually the first time were hearing such feedback, as evident in our consistently high ratings across various rental platforms. Our photos and virtual tours, available on ******* and other channels, are professionally taken to provide a transparent and accurate representation of our units.Additionally, we provided several pieces of evidence to support the extra cleaning hours deducted from your deposit (ie. pre check in and post check out cleaning + inspection reports, housekeepers invoice) . Unfortunately, our attempts to resolve the matter were met with threats of a negative review. We strive to be fair and transparent in our dealings, and we believe it is important to stand by our policies and assessments to ensure the quality of our service.We genuinely regret that you felt taken advantage of and want to assure you that this was never our intention. Your feedback is invaluable in helping us enhance our services and ensure better experiences for future guests.