As hosts, we strive to provide a comfortable and enjoyable experience for all our guests. Sometimes this requires collaboration. It's especially helpful to convey a problem so that it can be addressed. We truly regret that the Primary bedroom mattress did not meet expectations. Mattress comfort varies widely between individuals. We read through other reviews but do not see this complaint from previous guests. Even so, we had a few available solutions at the ready: 1) Flipping the dual-firmness mattress over to the softer side 2) Adding a plush topper, if more layers or plushness were preferred. We feel terribly that we didn't have the opportunity to help since the problem was not shared prior to guest departure. Regarding noise; while we cannot control the sounds of an ill neighbor, we empathize and understand that noise can impact the overall experience. It was clear that whatever was heard was upsetting to the guest, so we looked into it. The noise sensors in the upper unit registered 10 decibels during the time of the complaint. (For reference, 20 decibels is consisted 'faint', i.e. leaves rustling. 50 decibels = sound of rainfall. Vacuuming =70 decibels. ) See https://decibelpro.app/blog/decibel-chart-of-common-sound-sources/#11 We also looked at the decibels in the unit occupied by the unhappy guest, which also failed to show any reading above 20 decibels. Unfortunately, even with a significant attempt to investigate the claims, we were not able to find any corroborating evidence of the disturbance. We do concur (and clearly mention in our listing) that one may hear others in a multi-unit setting. Lastly, regarding the use of 'garden unit'- As described on many websites as a 'garden-level' apartment, our unit is situated between the first floor and basement, more elevated than apartments below street level. While some garden apartments have direct access to a backyard or garden, others may not. Ours is filled with windows above ground level making it extremely bright. Our photos show a yellow entrance door in a descending entrance. Hence, ***there isn’t a universal definition for 'garden apartment'***. See "reddit" or "howstuffworks" websites for acceptable 'garden apartment' definitions which exactly align with our space. Including links below (which may or may not be blocked by vrbo): https://home.howstuffworks.com/real-estate/buying-home/what-do-you-need-to-know-about-buying-a-garden-level-property.htm https://www.reddit.com/r/RealEstate/comments/73u10t/whats_the_catch_with_garden_level_apartments/?rdt=5989 It is really important for guests to read the listing and ask any questions about the space if they have strong preferences. As a result of your feedback, we will post signs in the unit about the alternatives if the bed is not comfortable, alongside the many signs that already exist (that we wished guest would have considered using) with our contact number for concerns. We ALWAYS encourage guests to contact us to help us to help them be comfortable. We pride ourselves on always responding to respectful contact by our guests.

Thank you for your candid review. We apologize for any inconvenience you experienced during your stay. We take all feedback seriously and use it to improve our services. We understand that the contract and communication process may have been overwhelming for you. Our experience shows that contracts are necessary to clearly outline the terms and conditions of the agreement, and prevent misunderstandings. We believe that communication is very important and that it is not advisable to stay somewhere without a contract. We communicate frequently to be transparent about our rules and to remind others to be considerate. We apologize for any disturbance caused by the upstairs occupants. (They must have ignored those reminders.) To help, we provide ear plugs, room fans and white noise machines for our sensitive sleepers. Note that our space is a Garden apt - partially below ground level, and partially above. (See Reddit for information on Garden apts). This differs from a basement apt in that it has bright natural light and a ground level view outdoors from the many windows, as seen in the photos. While we regret that you felt stressed, we stand by our procedures and believe that they help ensure that our guests have the most comfortable stay possible. May all of your travels be safe.

We always appreciate visitor's feedback. It is a 1000 sq ft unit that has 3 AC units installed. We also provide several room fans in the closets. There were wine glasses in the cabinet above the stove, and batteries in the laundry area. We would have happily guided you to them if we'd known you needed them. We try very hard to be receptive and open to guest questions but did not receive any communication, so unfortunately, we were not aware that you had questions.

Thank you for taking the time to provide your feedback. While we cannot do much about the height of the ceiling (beyond posting photos that accurately represent the property), the listing states that it is a lower-level, well-lit garden unit with Window A/C. This is not typically an issue. As you also noted, we are quite transparent about having security cameras outside the apartment. Note, however, that **interior** cameras are illegal, and to be very clear, we have *never had cameras inside the apartment*! Exterior cameras are in place to protect our significant investment in this well-maintained property, as well as to keep guests safe. Except where the number of guests in the reservation does not accurately reflect the total number of guests staying, most people appreciate the cameras and being able to arm the security system.

Thank you for taking the time to provide valuable feedback! We do try to provide information about directions, door code, parking and check out procedures at appropriate times during a stay, it can be a difficult balance with guests to know if they want no information, or a plethora! We have adjusted our messaging as a result of your experience. As you noted, there was a temporary issue with the AC due to a defective circuit during your stay, although the temps at that time were cool and we hadn't expected the AC to be runnning. We had 3 fans in the unit and temps were cooler then. But, it has since been rewired. Our security system monitors the temperature in the unit which is 69 degrees at the time of this writing (with 98 degree weather this week). We were disheartened, though, to read your experience with the wifi. Until seeing the review, we had no knowledge that the wifi problem persisted after we quickly remedied the problem the one time you reached out. The modem and network extender were replaced within hours of seeing your comments. We never want a guest to be inconvenienced, and would have addressed the issue immediately, had we been aware.

Susan, I so appreciate wonderful guests like yourself. Thank you for allowing us to be part of your travel plans. We definitely hope to have you come again! Best wishes!

Thank you so much for the kind words, Peggy. We so enjoyed hosting you - you are truly an A+ guest! It would be my absolute pleasure to host you again!