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Yes, we received our first bad review! That's not the problem, it's the way the renter talks about my wife who received the renter at the time. We rent out two apartments in Brazil. She is brazilian and I am from Norway. 90% of our clients are brazilians. This is our first review from a foreigner from the US.
Let me start off by saying my wife tries extremely hard to please all of our clients. She always calls them up after they arrive to check that everything is ok. In this case, the renter does not speak any portuguese and his girlfriend, from Rio de Janeiro spoke poor english. My wife offered to pick them up at the airport for free and take them directly to the apartment herself. She called later on to check that everything was fine and they had no complaints. The girlfriend was going back to Rio, aparantly on an earlier flight, and he was leaving later that day. She told them that he could stay in the apartment to wait for his flight as there were no renters arriving that day. Later on, around noon, we received a last minute booking from some clients that would arrive the same day around 22pm at night. She called the client and kindly asked him if he could leave at 3pm so we could clean the apartment for the next client. Normaly, check out is at 12pm anyways.
The renter, from the US, was aparantly not pleased with this request and wrote in his review:
I'm sorry for the pain that this traveler review has caused you. A HomeAway customer support representative is moderating the review, and will let you know via email what the outcome is based on HomeAway's Review Guidelines. You should be hearing from that person shortly.
How very mean spirited this person is. Personally attacking an individual with such verbage doesn't seem at all fair - especially since her intentions were not only good, but over and above what she was obligated to do.
I hope HA can help get this removed. This person not only assassinated your wife's character. He made untrue statements about the situation. Shameful. He owes you and your wife an apology, in my opinion.
Brings to mind the old saying " No good deed goes unpunished."
I hope this works out well for you.
Homeaway decided to remove his review due to being in vialation of some guidelines. That's what they said anyway. Whatever reason, thank you for removing this HA.
I never contacted the renter after the review was sent, nor have I intentions of contacting him. Thank god the review is removed and we can continue with our business.
Thank you again!