Reviews

Review Details

• Review fromJennifer V

  Date: 11/04/2022

  1 star

  Jennifer V

  Date: 11/04/2022

  3 couples rented the loft located at 423 Union Unit A , Nashville TN 10/24/22-10/29/22. Upon arrival the smell of mold was overwhelming. The linens were dirty, there was garbage left behind, there was a 1/2 of moldy coffee left in the microwave, there was mold on the windows, shades, walls, showers, furniture. There was no coffee pot. We called the host upon arrival to let them we needed a coffee pot and the mold issues. We left the house to go to dinner and the host had someone leave off the coffee pot, but nothing more was done about the mold. We were asked to email the photos of the mold to the host. Apparently the emails were never received by the host, but no one from MusicCity checked in to see why they weren't sent. We had no idea they hadn't received them. The photos were finally received by MusicCity and ****** (as we booked through them) It is very apparent that the mold was there and it is black mold. Still have the photos to share if anyone would like to see them. We paid over $5000 for the week to stay so close to downtown Nashville. ******  has offered to refund a little over $1600 - MusicCity has offered nothing - disappointment is a understatement - If this was this host I would have been embarrassed and mortified that my guest was subject to such conditions. We should have been refunded more if not all of our money. Did I mention we were all in Nashville to celebrate our anniversary's ? I do not recommend MusicCity for ****** -

  Music City Loft

  Date: 11/04/2022

  This review is only partially true as they are leaving out very important details. Had the guests gotten back to us as requested they do AND had they emailed us the documentation/photos we requested (vs sending the email to the wrong company) we would have been more than happy to move them into another property, refund them for nights stayed in a hotel OR re-cleaned the property for them. Here is how this actually all went down: I received a call about the guests concerns on check in night and was only provided part of the details. The rest of the details were not received by Music City Loft until AFTER the guests checked out 5 days later and it's hard to help guests after the fact. On check in night, I spoke with (lets call her) Guest 1 who advised of some mold found, a small amount of trash was left in the kitchen trash can and that the coffee maker was missing the glass coffee pot. I stated that the small amount of trash was left in the kitchen trash can by mistake (Guest 1 stated not a big deal and they had already taken the bag of trash outside to the trash can). I requested photos of any pictures of the mold in which she mentioned so that I could address it with our cleaning team and so we could be ready for when they wanted us to address the issue for them. I advised Guest 1 that I personally was out of state at a wedding but that I would be happy to have my team help in any way and that I had a cleaner in our other building about a block away on stand by. Guest 1 stated someone in their group has asthma and was concerned for their health. I let her know that safety and health are most important to us. I advised that we have 17 other properties within walking distance of the property and I asked if she wanted to speak with the rest of her group and let me know what they would like to do and I would get our cleaner to bring a coffee maker over in the meantime. There are several hotels nearby as well including two doors down from our building if they wanted to go that route instead. However, Guest 1 seemed more concerned about the coffee maker missing the glass coffee pot and not being able to make coffee in the morning. She stated: "she would not want the rest of the group to have to deal with her in the morning without having her coffee". As explained again to Guest 1, I had a cleaner at our other building about a block away. We were not asked to do anything else while at the property other than drop the coffee maker off. By the way, it turns out the glass coffee pot was in fact in the kitchen at check in as I personally saw it myself sitting in the coffee maker after the guests checked out (along with the brand new coffee maker we dropped off) so they did not need a new coffee maker… I then removed the 2nd coffee maker for future use in another property. Our cleaner dropped off the coffee maker as I said she would, but we didn't hear back from the guest about wanting to leave, wanting to stay somewhere else nor did we receive any photos/documentation we requested to do any cleaning for them. No news is good news and being we didn't receive any other 'news' we assumed they were good to go and staying put. If the property was too bad for them to stay in you would think they would high tail it out of there right away being they were provided with options to do so. Due to rules in place for our protection and our guests protection, no one from our team can enter the property without approval and presence of one of the guests to protect their privacy (bedrooms, showers etc in the property) and because their personal belonging are in the property. We do not allow anyone on our team to spend any length of time in the property without someone from the guests group being present, the entire time, in order to keep their personal belongings safe and no accusations of any items of the guests going missing by our team while in the property. Therefore, our cleaner dropped off the coffee maker on the kitchen counter and left being nobody was in the property. After the guests checked out and I received an email from one of the other guests, (lets call her) Guest 2, I asked for a phone number so that I could go over the details of events with her via phone vs emailing back and forth for a better understanding as well as to educate her on how the ****** system/company works vs what us, Music City Loft, can do for her with regards to a refund. While speaking with Guest 2, who did not make the reservation, it was determined that Guest 1 sent the photos that I had requested on check in day to ****** instead of sending them to me, Music City Loft. Guest 2 was able to make that determination being she was copied on the email sent so she could see it was sent to the wrong company. She stated the photos I requested were sent to a ************** email address. We are not ****** and therefore we do not have access to their emails. We were also able to determine that the information I offered to Guest 1 on check in night was never passed along to the rest of the group. Therefore, the other guests had no idea we had other properties in the area. Guest 2 stated she wasn’t aware we had other properties until she looked up our company on google after check out nor was she made aware that I asked for Guest 1 to speak with the rest of the group to see what they would like to do and to get back with me… Lack of communication on Guest 1's part to the rest of her group staying in the property and Guest 1 sending her email to the wrong company are not things we can or will take responsibility for. What we are taking responsibility for is providing the guest with a partial refund due to the mold we were able to see upon the guests checking out (and looking under furniture and behind the blinds in the windows as they did). I also had the cleaning team do a deep clean of the entire property and also had a commercial grade dehumidifier installed to remove excess moisture from the property for our future guests. After I told Guest 2 that we added a dehumidifier to the property she stated that request was in her initial email of the photos that was sent to ******. I advised her would would have been happy to do that for them during their stay if that email was sent to us for help vs sending it to ****** who knows nothing about our properties nor are they in our city to try to help guests. Being this is an ****** reservation; ******  collects the money for the reservation. We (the hosts) are not provided any payment details nor any credit card information for payment or refund purposes. ****** handles all of that on their end on their website. Guests requested 2 nights refunded to them which is what I did for them even though they continued to stay in the property for the full 5 nights. However, again, being we do not collect payment I had to get ****** involved for assistance with the refund. I made the guest aware via email that I was working with ****** on the refund and thanked them for their patience while I did so. All in all, after working with ******, the guests received 38% of the money we received for the reservation. We received $4287.01 in which ****** refunded $1651.44 (or 38%) back to the guest even though ****** said they qualified for 30% refund and nothing more needed to be given. The guests might have paid over $5000 but anything over the $4287.01 amount paid to us goes to ****** directly for their fees. I provided the guest with these details and screenshots as well showing the proof. All of this was explained in detail on the phone with Guest 2 so I’m shocked she is saying we refunded nothing. She was provided a screenshot of the email received from ****** showing the amount we are refunding. Also shocked Guest 2 takes no responsibility for her other guest, Guest 1, sending the documentation we requested to the wrong company/email address. If the guests were this concerned, why did they not reach back out to our 24 hour hotline phone number that they called on check in day? Why wouldn’t they call and ask if we received their email being we didn't respond (again they sent the email to the wrong company, therefore, we can't respond to an email never sent to us) and why did they stay the full 5 nights vs staying somewhere else? Nonetheless, we, Music City Loft, did refund them 38% of our revenue on the reservation.