Mr. Jordan Allen
Chief Executive Officer
April 14, 2017
re: Work Order #1267591
Dear Mr. Allen,
I write to report problems I have had with your company. Specifically, although I reserved an apartment in Boston months ago through your company, and paid in full, I received an email from your business alerting me to a major, indeed unacceptable, construction project scheduled during my rental period (see below). Furthermore, I had a very difficult experience working with the Stay Alfred 'customer support' services on the telephone and on-line.
I saw, on the Stay Alfred website, that you become inspired to start your business after having a very positive experience renting a property in Denver in 2011 to bring your family together for a special occasion. According to this narrative, you felt inspired to provide really good accommodations and work hard to provide the very best service and experience for travelers. Imagine, if late in the day Friday before your upcoming trip to Denver, you received an email from the company, cheerfully informing you that your apartment would be unavailable from 7:30 AM--6PM each day---everyone would have to leave; that the windows would be out and hence all of your belongings would be dusty and exposed to the elements---better put them away! How would you have felt about your long-awaited special trip? What would you have told your family, who had saved money and devoted time for this special trip?
Of course you would have immediately called the company. What would you have done when the customer service specialists told you that they really wanted to help but "...couldn't make any promises"?? What if it was four days before your trip, to a busy crowed popular destination (which is why you booked three month ago), and you were forced to cancel your plans the next morning, in order to look for alternatives? I hope you can imagine how you would have felt frustrated with this company.
Despite the apologies and reassurances, once in Boston and checked in to the unit, we were inconvenienced when a worker showed up the first morning, at 8AM, to make 'emergency repairs.' I am quite convinced that Amy Violette knew that this work was going to take place, and at our expense/inconvenience, but chose to assure me, instead, that some other work had been cancelled.
In sum: Having work scheduled when we had booked the apartment months ago is wrong--it inconvenienced us in terms of noise, dust, and the inability to use the apartment that day. Your customer service staff was slow, evasive, and ultimately deceitful, in its assurances that the work orders had been suspended. At the last minute, a senior staff person offered to 'cancel' our reservation, which would have left us out on the street (I'm sure you can imagine what that would feel like on your first day in Denver!). That is hardly a reasonable way to run a rental company.
Stay Alfred is looking forward to hosting your upcoming stay with us in Boston!
We have just been informed that the building has scheduled preventive maintenance for the dates of April 3rd through April 7th.
-Expected work times 7:30 AM - 6:00 PM.
-Crews will be in and out of the apartment throughout the work day.
-An Equity Representative will be on hand throughout the day and will lock up at the end of the day.
-Blinds will be removed in the morning and re-installed the same day.
-The balcony door step will be removed and re-built.
-Heating/AC units & the perimeter of the windows may be re-painted.
-After the old windows are removed and before the new windows are installed, there will be a time period where there are no windows at all. Please make sure that any personal items are secure or put away in a secure location.
-Residents will not be allowed to stay in the apartment for the day. We encourage residents to utilize the 5 Longfellow Lounge and Conference Rooms if you work from home.
-Apartments will be open to the elements for a short time and, due to the wind and window replacement itself, your apartment will be dusty.
At this time we do not have specific dates set for these areas to be addressed, however, we will make every attempt to complete the maintenance prior to your arrival. In the event that maintenance is not completed before you check in, we wanted to make sure you are aware.
If you have any questions or concerns, please do not hesitate to give us a call at 844-852-5305. Should you wish to postpone this request, we are happy to assist if possible.
Work Order #1267591