Pastel Apartments

We appreciate all feedback and take guest concerns seriously. However, we feel it's important to clarify several misunderstandings in this review:1. Our cancellation policy is clearly stated at booking and aligns with Airbnb's policies. We consistently adhere to this to ensure fairness for all guests.2. The guest's initial message to our staff only mentioned a cancelled flight, not weather-related issues. Initially, we assumed the cancellation was weather-related, but the guest clarified this wasn't the case. However, the reason for cancellation now appears to have changed in the review.3. We offered the option to reschedule the stay, which is a courtesy beyond our standard policy. As is common in the hospitality industry, a change fee applies for date modifications.4. The $150 security deposit mentioned only applies to bookings not made through Airbnb, which wasn't relevant in this case. Perhaps this was an oversight.5. All our policies, including additional screening for coliving units, are transparently communicated in our listing to ensure guest safety and comfort.6. We do not charge any undisclosed fees. All charges are clearly itemized and presented before booking.7. Travel insurance is offered by Airbnb at checkout, which we strongly recommend, especially when traveling to areas prone to weather-related disruptions.8. We regret that the guest felt compelled to leave this review. It's worth noting that this review appears in an unmoderated forum, rather than on the platform where the booking was made. On regulated platforms like Airbnb, there are policies in place to address potentially vindictive or retaliatory reviews that don't accurately reflect the guest experience or adhere to community standards.We strive to provide excellent service and clear communication to all our guests. We encourage future guests to carefully read our policies and consider travel insurance when booking. We remain committed to offering quality accommodations and addressing concerns directly with our guests in a professional manner. We encourage future guests to reach out to us directly should they have any thoughts or concerns.

Hi Richard, there are no records of any tenants or guests with your name staying at Pastel, so we're not sure why you gave us a one-star review. Please reach out to us at hello@thepropolis.com to share your feedback or concerns. Thank you

Hi Dasaii, we do not charge deposits for guests from Airbnb since they offer host protection. Can you please reach out to us at hello@thepropolis.com with your reservation info (i.e. name on the reservation) to see what happened? We don't see anyone by the name Dasaii on our guest log, but we're sure we can resolve this.