We are deeply sorry to read that you couldn’t use the laundry room when you stayed in our apartment.
This is news for us, though. The last message we received from you was an inquiry about the parking lot—dated January the 5th.
After that, we had no messages from you on the Airbnb page. Otherwise, we would have answered you as soon as possible. And, just like we did today, we would have called the builiding manager immediately to find a solution.
Laundry room is a common service provided by the building. Guests can use it, regardless of how long they stay. All users have to pay for tokens, which are sold by the doormen at the front desk. Until December 2017, householders were free to charge tokens to our maintenance bill and guests had to pay for tokens in cash. This was the only “limitation” guests should have faced.
Starting January 2018, all tokens have to be charged to the householder’s maintenance bill, since, for safety reasons, doormen are not allowed to manage cash.
We just heard about this new policy a few days ago. But we understand that you guys were told something different.
I just spoke to the building manager regarding your case, and he’s as surprised as us about what you guys have been told. New staff members are working in the building, and he reckons there must have been some sort of misunderstanding. He’s very sorry as well.
We will definitely learn about this experience and be much more aware of potential concerns.
Once again, we apologize. Best regards.