This property failed to meet our expectations, and as a result we were never able to complete a booking due to management's lack of professionalism. We had planned to book a stay for about seven days. The website publicly advertised a weekly minimum and maximum rate for 2015 which differed by two hundred dollars less from the rate we were quoted. Although this is a 4-week minimum property, occasionally they allow shorter stays, according to their website. We contacted them several times and they agreed to give us an apartment for seven days. They said we had to pay a deposit, which we did, then sign a lease, submit photo identification, and pay the remainder. Despite the FAQ on the website stating that they accepted other payment methods, they demanded we pay using PayPal and charged us $27 fee for doing that! Yes. A pass-through PayPal fee. Despite this, we still went forward thinking everything would be OK and pretty regular. However, the lease we received was a boilerplate template document, missing referenced attachments, and in some places ineffectual due to poorly defined or undefined terms. In one place, it stated we would be charged for utilities (which was not the case). We thought it would be reasonable to handwrite/correct this mistake, since we were signing and didn't want extra charges. Secondly, we asked that a copy of the lease be returned to us countersigned before our short-term stay (the lease said within 30 days and our stay began sooner); again, a reasonable request given that they were taking our money. In addition, the lease contained so many cost-cutting, nit-picky terms and ways for the owner to collect additional fees that it was insulting. They will even charge you $80 if you miss the check-in window from 3 to 6 p.m. An entire paragraph discussed how to use the towels (no bleach when washing them [yuck!], don't use them to pick up water spills,etc.). The entire focus seemed less about customer experience, and more about cost; if they treated customers better, perhaps they would not have to be such sticklers when it comes to amenities. Half of the terms seemed written for teenagers rather than educated, working professionals (i.e. don't allow people to sleep on the couch, no irons or towels on wooden furniture, etc.). Despite all of these quirks, we still went forward hoping all would be OK. A lease was sent around 4:30 in the afternoon, hours after our first PayPal deposit, demanding we return the lease signed, and payment immediately upon receipt. The office is closed after 6 p.m. We waited hours for a response from them multiple times, and then the e-mail we received seemed a bit rushed and demanding. Still, we complied and sent the lease that afternoon with our corrections (maybe an hour or two turnaround time). The next day, they e-mailed back and asked for a copy of passport (we were waiting for approval to send this personal information), and said they were looking over the changes to the document. We paid the rest of the money immediately and sent the passport photo. Again, we thought everything would be OK as the changes we made were corrections affecting our payment liability and reflecting our actual agreement, rather than extreme requests or material alterations. Then, the next morning (after now three or four days of dealing with them!) we received an e-mail stating that our reservation had been cancelled. We were aggravated. The reason given was: FAILURE TO SIGN THE PROPOSED LEASE WITHIN THE TIME SPECIFIED. The time to return the lease was never specified! They agreed to review our documents! They never said the lease is non-negotiable, take-it-or-leave-it. AND they took all of our money first, before waiting to approve or deny the lease which is a really, really bad practice. As a result we had to wait for a refund, and we were disadvantaged when it came time to find a different reservation. We then had about two weeks to find a new reservation due to their unprofessionalism. If you're going to send your tenants a lease, it should at least be a true and correct lease, not some one-size-fits-all document. We did get our money back, so that was the only positive. In addition, we know not to deal with them in the future. As another reviewer stated, the apartment is advertised as and management tries to create the image of a corporate apartment/furnished professional housing, and yet the lease describes in detail how you basically can't use the Internet for any reasonable professional purpose (such as downloading files from Dropbox, streaming any content, or having more than one device on the Internet at one time) -- as if a working professional would have NO NEED to do any of these things. We saw some mixed reviews online, but weren't deterred. However, we should've listened. The property manager just plain lied to us about the reason for denying our reservation (and as a previous reviewer wrote in 2008, we believe they cancelled our short-term stay because they received a better, long-term offer), caused us unreasonable delay and hassle, and failed to operate in a professional and ethical manner. While I think these apartments may be nice, or even better than nice based on other reviews, that means nothing if the owners don't develop professionalism, courtesy, and general knowledge of customer service. People are not stupid.…
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.