Glad you loved the Guest House

Glad you loved the Guest House. In the self check in info, we reference the hutch in the lobby that is full of extra towels, toilet paper, light bulbs, the works. in just 5 seconds of typing, we are also just a single message away using the site you booked through, and staff would be there in minutes. Unfortunately, it doesn't seem that the guest opted to take advantage of the extra supplies that were right on hand, nor did they reach out through messages. The stay was for one night. 2 sets of towels and an entire fresh roll of TP along with what was on the holder was already in the suite. We would have absolutely thought that 2 towel sets and at least 1.5 rolls of TP would be enough for two adults for 1 night. The Hutch for extras is literally right outside this suite's door. One can stand in the suite entrance and touch the hutch with the backup supplies. This is a Smart lock self check in property. We would encourage guests to understand the info provided, and to reach out if they have questions.

Thanks

Thanks for the review. It is always frustrating when a guest is requested repeatedly throughout the process to reach out with any issues, and then chooses not to get assistance during the stay where you only find out after the fact. All off the minor cosmetic items have been added to the system for maintenance to easily correct. It is actually great when those little kinds of things are passed along. Thanks! While the intension would be to always have an extra roll of TP in the suite, as humans, our team is going to miss things from time to time. I am confident that all humans do. If one roll wasn't enough for a single night stay, not only can a guest easily send a quick message and more will be run right over, but they can also look at any of the information sent multiple times before the stay and walk about 12 steps to the cabinet in the "lobby" that is packed full of everything, TP, towels, soap, anything. Everything is easily available for those that take some initiative. This is a great spot to reaffirm that we are a self check in, zero contact if possible, laid back, 1851 Historic Guest House. it is not a full service hotel. Please book one of those if that is what you are looking for. The home has been converted and updated into a fantastic space for those looking to be right downtown. Those who can appreciate this eclectic historic property. The suite chosen in this instance is the most affordable in the Guest House. It is right by the front door, and closest to one of the busiest streets in all of Fort Wayne. It is priced taking those conditions into account. Those reading this that are noise sensitive are absolutely encouraged to select a suite further back in the house. The Lincoln and the McCulloch are the furthest away from the street. Again, thank you for the review. It allows us the chance to continue to affirm what the Guest House is, and what it isn't.

Glad you enjoyed the Guest House.

Glad you loved the Guest House

Glad you loved the Guest House

Glad you loved the Guest House

We are completely contactless for the safety of everyone. Due to being contactless, there is are very detailed emails and messages in the communication system you book with on the self check in process, how to park, where to go, everything. Included in those email is the repeated request to contact us if there are any issues or questions at all. This guest did not reach out in any way. The first indication of any issues was this review, submitted after check out. The dissatisfaction could be a variety of things. There was event that evening that night that could have prompted this review. The main common fire alarm for the property triggered. The Fire department did roll out to the property as the alarm is supported. Perhaps a malfunction, perhaps someone was breaking the rules and attempting to smoke in a suite. We can find evidence of neither, but a tech from the company will be working through it today. The alarm went off around 11:30 pm, and was reset, but it would have certainly been jarring at the time to anyone sleeping. Perhaps the guest made assumptions that there would be a "front desk" or a staff to interact with. There is no mention of any of that when you are booking online, and we have zero ability to book in person. There is no in person staff readily available. The 1st email a guest receives after booking explains all of this. Perhaps the guest made assumptions that we are operating as a Bed and Breakfast with a hot communal breakfast, which we cannot do. Perhaps the guest didn't have enough pillows, or couldn't control the electric fireplace in the suite, or there was an issue with the Roku system that we use to provide Netflix. Although there were multiple requests prior to the stay to simply reach out through your booking platform interface, that request was not heeded. We have staff on property to solve issues when face to face contact is absolutely needed. It is impossible to react when nothing is said at any point during the stay. Even this review has no comments as to what prompted the poor review. It is our continued attempt to keep everyone as safe as possible, and provide a great stay.

Unbeknownst to us at the time, this guest attempted to cancel their reservation with Expedia the day before their stay. Instead of reaching out to us directly via email or the message center in the booking engine they used, they called Expedia directly. The service rep explained that we have a strict cancelation policy, and that there would not be a return. The guest came into the stay not wanting to be here, and found a reason to leave. Even though we send out multiple requests to reach out to us directly if there is an issue, that was not heeded. In an attempt to keep everyone safe, we do not have a front desk, a greeter, or staff to easily Expedia is a small part of our business, and we use all the major booking platforms. The guest house was busy that night, and this suite is right beside the front door. Due to the inconvenience of it's location, it is also the best priced suite on the property. We received 4-5 perfect reviews on the same evening on other platforms. Had the guest reached out to us initially, perhaps a different arrangement might have been available, but we were unaware that she was trying to cancel completely the day before. The first indication of any issues was this review. There was no response to any of the multiple messages sent to the guest. It is a shame that a poor review was given when there was zero communication after repeated requests to reach out directly. The entire process could have gone in a different direction with simple contact.

Thanks for staying at the Guest House. There was one message on the first day requesting the WiFi password. No other communication of any kind over a multiple day stay. No mention that the WiFi was not working, no mention of the TV. We do not provide drinking glasses in the suites. There are actual glass glasses in the lobby at the bar. Those glasses are not disposable, and don't fill the landfill. The Guest House does not provide any breakfast. it is not part of any package available. We do however, lay out complimentary prepackaged breakfast items for the enjoyment of our guests. It is a shame that freebies are seen as a negative. Thanks again for the review, hopefully it will help others better understand our Historic Guest House in the heart of Downtown.

Glad you loved your stay at the Guest House!

Thank you for staying at the Guest House

Thank you for the Review. From the description, it is obvious that you stayed in the ADA compliant Lincoln Suite. It has a single handle on the HUGE steam shower. A couple of other guests in past have also turned the single handle all the way cold, believing it was hot. The handle simply had to be put in the opposite direction. There is no tub in this Suite for ADA compliance reasons, and has a zero entry, roll in steam shower. Looking back at the listing, I completely see why you would assume there was a tub. That was an error on our part that has been corrected on the site. The thermostat is right outside of the Suite on the wall. We can also control it remotely. By simply reaching out with your concern, it could have been adjusted in moments. The shower and the temperature could have also been solved in moments had there been any reach out or communication of any kind. Absolutely use the portal and the messaging system provided by Expedia to communicate with your host. Even a call to Expedia will be routed to us in minutes, and we can assist. We are sorry that you didn't love your stay. Please do reach out if there are challenges and not understood. Virtually anything can be solved within minutes if we are made aware of concerns. Again, thank you for the review, it will help others to better understand the Guest House.

Glad you loved your stay at the Guest House!