Aishar Residence Reviews

We regret that Mrs Crooks and her party's experience with us did not meet the high standards that we strive to give all our guests. Mrs Crooks reservation was made on December 20th for December 29th to January 14th. On December 29th we received the following message from the guest at 9.54am. "Hello, there has been a change to my flight and as a result, will need to amend my reservation. My new arrival date will be on December 31,2020. I apologize for the inconvenience but this was out of my control. Please amend accordingly and let me know if you have any questions. Regards, Antoinette." Due to Covid 19 protocol we were unable to give out the reservation to another guest at such short notice  as the room had been sanitized  to receive the Crooks' party.  The Crooks duly arrived on the 31st and were checked into their accomodation .  Below is report from the front desk. The Air conditioner was turned on before they got to the room and was working fine., later in the night they called that it wasn't cooling, so Mariam went to the room to check the remote settings to lower temperature and told them to give it sometime to pick up. The next morning we called the room to ask if there is any improvement but he said  we should give him an hour to get back to us. An hour passed and he didn't call until 4pm. When i called the AC man, he said he couldn't come as it was already getting late, but he came first thing in the morning to fix it. Few days later the guest  called again that he wanted to dry his washed clothes, but we told him that there was no space for drying clothes that is why we have laundry services.  On January  14th the guest said he was going to check out 2 days early and wanted a refund of 2 days. He was told that we were prepared to give him the 2 extra days from 14th to 16th free of charge, but not a refund as we had not yet even received payment  from Expedia for his stay. The guest did a late check out at around 10pm on the 14th, and came back at  12midnight claiming that he had missed his flight and wanted to check in again. The booking had been closed out in the system and it was not possible to check in a guest without payment. At that late hour there was no manager to give authorisation for a waver. , the guest was therefore asked to pay for the one night which he paid reluctantly. The guest thereafter did another late check out on the 15th at 6pm. Still demanding a refund. In all the guest stayed at the property from 31st December till January 15th/16. His Booking was from Dec 29th to January 14th.  Check in is from 2pm and check out is 12noon.  After 1pm  there is billable late check out. Please note that the room has a jacuzzi and therefor a shower curtain was dimmed inappropriate.