While we recognize that there were unforeseen circumstances that negatively affected your stay, and feel very badly about them, we are profoundly disappointed with this review and some misrepresentations contained within. I would like to clarify accordingly.
1- APARTMENT ACCESS:
Prior to your arrival, I informed you that there was construction on our street and provided you with clear instructions on how to access our building. There is an accessible parking lot directly next door and the next major intersection with car access is about 50 meters from our door. Both are no more than 1 minute away on foot.
--> You can clearly see reviews from other guests this summer that confirm this point!
As a Host, it is extremely difficult to understand how construction done by the city will affect our guests. Once you informed me that it was impacting your stay, I immediately offered you a reduction in the cost. You responded by asking for further details on how much I would offer- indication that for the right price, the impact could be manageable.
--> We have had guests all summer and their reviews confirm that the construction has been a moot point for them.
3- HEAT WAVE:
Prior to your arrival, I informed you that Montreal was in the middle of an exceptionally intense heat wave. We discussed extensively that, as per our listing, there is no A/C in the apartment. However, we do offer an abundance of fans- at least one for each living area. Given that this apartment is on the ground floor and has the garden out back, it regularly stays cool even in the most intense of weather. I even sent you a list of public pools and nearby local beaches to cool off.
--> Our 4+ years of guest reviews confirm that heat has never been a serious issue.
4- EMERGENCY WATER SHUT-DOWN:
This unforeseen emergency shutdown was unpredictable and affected our entire block for about half a day. True, it was a terrible inconvenience given the heat wave. Still, the moment that you informed me of it, I contacted the city to learn its details. Understanding that access to water is imperative, I sought out the best solutions I could find:
a) I offered to pay for coffee/drinks so you could use the bathroom at the cafe on the next block
b) I invited you to my home to use my facilities. I offered to cover the cost of your transport and would have gladly welcomed you into my home.
c) I found a high-end gym in the area with a rooftop pool. There you could have swam, showered and enjoyed the gym's facilities- including their spa/sauna/steam room. I was happy to and offered to cover the costs of your transport and entry into the gym.
Once you informed me that the water was shut off, you ceased to communicate with me. I tried to call you repeatedly and sent you several messages. Next I heard from AirBnB that you wanted to cancel the remainder of your stay. I was ok with that. The decision to refund you for the balance of your stay was a decision made by AirBnB.
Sanaz, as a Host and traveller myself, I understand how important it is to have a comfortable stay when visiting a new city. I always go over and above to welcome my guests and contribute to them having an incredible experience in Montreal. That is why I am a 'Superhost' and have overwhelmingly positive reviews. It is terribly unfortunate that these unforeseen circumstances negatively affected you. I feel awful about them. However, they were out of my control, and at every turn I did what I could to accommodate you. It is unfortunate that you were unable to recognize that and felt more comfortable expressing here than communicating with me directly.