New York Apartment - Studio in Midtown West (NY-15909)

Thank you very much for your feedback about your apartment rental. We are very happy to hear you enjoyed the location in Hell's Kitchen. We have duly conveyed all your comments to the apartment owners.

We are constantly looking to improve our services and have come to the end date of our 2 year contract with the linen company. Within the next few Months, we will have upgraded the linens of all of our building's units.

Regarding the common places, We clean the buildings daily (Mon- Friday Between the hours of 9:30AM- 6:30PM) but do not have a sole person to constantly be in the building throughout the day. Though in the high seasons, Spring and Summer, we do have a designated person to solely maintain just our buildings.

Because a lot of our tenants are from other countries, which do not speak English or very little English, we've opted out of having TV channels in the unit. Though If requested and tenants are staying for Just 1 or 2 months we provide TV antennas. We do provide wifi in the building, which is an open network.

Again thank you for your review and please note that we have taken all of your suggestions of improvement to be implemented in our daily services to our clients

Best
Charity

I am sorry to hear that you did not enjoy the stay with our company in its entirety.

As for the wifi we have worked to install wifi boosters in the building to provide tenants with better wifi service. Additionally we also advise all of our tenants prior to move in that the service may be best at a premium level, which they can be at their own expenses.

This is the first that I am hearing of a heating issue in your former unit. I apologize for any inconvenience that arose during your stay in 521. but like a lot of new heating systems they have to get their gears running and we have not heard of any complaints regarding this.

We have addressed the issue of the keyless entry and have a new and more preventative solution to this. Within the next week we will have a doorman/maintenance personnel on location from 5pm until 1am. As well as a more communicative relationship with our accounting team and receptionist regarding all extensions.

Unfortunately, Because we are a smaller business than most, if our scheduled cleaner has other jobs and runs into issues we do have to reschedule. Often times the actual tenants have told our cleaners to come after the scheduled time (2PM) because they were sleeping causing the cleaner to stay behind later in the evening. We have expressed to Diane, the project manager, that cleaning must be done before 4pm the latest. Also to point out that the tenants have told our cleaner they preferred cleaning to be done on Mondays instead not Saturday. Diane has said this was not the case. Moving forward, because of this, we no longer provide cleaning services over the weekend. This way management are in the office and can assist and guide our cleaners 100% so that miscommunication does not happen. With that said, the issue of your missing belongings was rectified the following business day and all belongings were returned.

The reason for the delay in the return of the security deposit is due to a policy that we have because of the following: A walk through inspection has to be complete, as well as verification on Con Edison, which can take sometimes longer than anticipated because of the billing cycle. Which generates on and or around the 21st.

We do apologize for the inconvenience in this and we want to express our gratitude for the business you have given us and we hope this can be understood that as a brand new building kinks will arise and we are working to smooth this out effectively

All the best
Charity