thanks you for your message, even though it is not a pleasant one. We feel that your review doesn't really represent a fair view of what happened and thus I'd like here to clarify a few points:
- You had asked us if there is breakfast before you booked and we specified that it was not provided, you nevertheless went ahead with your booking knowing there was no breakfast included. We are sorry that these explanations seemed not to have been clear enough.
- We professionally clean our bed sheets and there are no bedbugs in our apartments. When you mentioned this issue to us we came to check as this would be unacceptable, but we didn't find anything but still offered you new bed sheets. We are sorry that your baby got a rash, but might we suggest that it might be a heat rash? In any case, we hope that your baby is doing better.
- Our apartment had no ants when you checked-in. In KL, it is normal to get ants in the apartment if food is not stored properly or trash is left too long in the apartment. When you checked-in the apartment was spotless and there was no ants, but after a few days it is possible that ants could have appeared if trash wasn't thrown away regularly or food was not stored properly. When you checked-out we noticed that there was quite some trash in the apartment and it was pretty messy, which might explain why ants came during your stay.
- As for the air con, we are really sorry that it didn't work optimally. When you notified us of this issue, we came to the apartment and tried to solve it. However it was not an easy fix and we needed a air con man to come. However as we explained to you and as you acknowledge, it was really hard to get a handyman to come on a public holiday in KL. We feel that you showed understanding and that we tried our best to solve the issue asap. Now the air con is perfectly functional
Overall Kevin, we are really sorry that you didn't have a nice stay at our apartment as we strive to provide great services to all our guests. We nevertheless feel that your feedback is unfair and that we have tried our best to make you and your family happy. We hope that our answer clarifies any misunderstanding and we wish you and your family all the best in the future.