Hey Kate - we appreciate the positives, however, we feel the need to publicly respond to the negatives as we feel this inaccurately portrays the usual experience we and our neighborhood provide our guests. First off, we're mortified that you had this terrible experience with the guy who accosted you when returning late on Saturday after you returned from the bar (I'm so sorry that happened!), and we are bummed that that set the basis for your overall review and your perspective of our neighborhood. However, we would like you to understand our position. We would have hoped you would've reached out to us directly so we could have offered our nearby family and friends to come over and help you in any way. This review is the first we've heard about you being unhappy in an way with your stay. We reached out to you during your stay to check-in to see how you were settling in and asked if you needed anything. No response from you. We reached out to you again after you checked out to see how your stay went, you didn't respond or mention any of this to us directly.
We purchased this house as our family lives right down the street on Sumner Ave. (like a 4 minute walk away) and they recommended we purchase this house for when we live in Nashville part time and also to put it up on Airbnb while we travel as it's really close to downtown and all the great East Nashville eateries and bars. We personally haven't had the experience you've had and we've had really great reviews (specifically on how great and convenient our location is!) and other great experiences which is what we strive for. We would never wish this experience on any of our guests and certainly wouldn't pour our heart soul into a property that would bring forth such an experience like you describe.
We understand that East Nashville has some "transitional" areas especially being so close to Downtown and the city growing so fast. Our family who has a 10 month goes to the "sketchy Kroger" (as you publicly called it) on a daily basis and has been going for years with no issues. Kroger is also in the process of remodeling and expanding. We thought it would be so convenient for our out of town guests to have walk distance access to a full grocery store for their stay instead of having to drive or get and Uber for groceries and essentials.
You mentioned in your review we charge a whole night's stay for early check-in or late check-out which is inaccurate. It is described in detail on our listing under the House Rules which you acknowledged before booking, but I'll re-clarify...These fees are set in place only to GUARANTEE early check-ins or late check-outs as typically, we can't guarantee that as we often get last minute bookings. It's happened before where we guaranteed our first guest that they could check in at 9am on check-in date because we didn't have anyone checking out the morning of their arrival. We got a last minute booking the previous day and when we let them know that these guests would be checking out at 11am and that the house wouldn't be ready until 3pm, that really put a damper in their plans, so we decided to come up with a solution.
The solution we came up with was this:
We would offer our guests the opportunity for us to completely block off the night prior to their stay (so no one would book last minute) for HALF the nightly rate. This seemed fair because we would actually be losing out on a potential booking at the full rate and so our guests who wanted to come in earlier in the day could be guaranteed a full day and earliest check-in possible. We kept this as it seems to be pleasing our guests and avoiding us from making false promises on early check-ins or late check-outs. We've had guests ask us on the night prior to their stay if there were any last minute bookings and if they could check-in early the following and we've GLADLY let them check-in early at no charge, no problem.
Also - yes, we have strict rules (such as not leaving anything behind), but it's not because we are wanting to be mean, it's because we literally don't want anyone to leave their personal belongings behind because that just sucks, right? However, we will take your feedback and re-word our verbiage on that because we have in fact had our family ship left valuable left behind items for our guests...but being an Airbnb host in Nashville, we've experienced a lot of things being left behind that we've had to ship. From a hosts perspective, we just don't want people leaving behind valuables and we ask our guests to make sure to do a good walk through when checking out mainly because we have lots of same day check-outs and check-ins, we'd hate to not be able to find the left behind valuable and the next guest potentially take it or it go "missing."
We understand that perception is reality for you. Our hope in publicly responding would be to allow you to hear us out on our perception, other guest's perception, and our reality. Our reality is that we've invested a lot of time, passion, and money into this property so we could have a place to call home when visiting our friends and family. We understand and sympathize with your perspective and we would've sent someone over immediately if we knew someone was accosting you at the house (which is completely out of our control!), but a public review like this is quite extreme considering this is definitely not the "normal" experience we or our other guests have experienced.