MOOD HAUS by DW — Hotel in San Juan

Horrible experience. We booked three rooms 2 months ago, MOOD haus apparently double booked two of them. We received all the confirmation information and even checked into the rooms, but they kicked us out even though Airbnb stated that we had the correct confirmation info and it was MOOD haus’ mistake. To make matters worse, we have a 10 month old baby and this all happened on a weekend with zero notice. So we can’t find a single other hotel with a room open at this short notice. So we need to sleep 6 adults and one baby in one small room because it’s our only option and MOOD haus had zero compassion about the situation and did nothing to help us even though it was completely their fault

EDIT:

After reading the response to my review, I wanted to make a few comments.

1. as you stated...we made three bookings. And you didn’t notice until the day when we checked in. Clearly this is your fault. I’m unsure as to why we were left to deal with the consequences of your failure to understand Airbnb booking system and/or to read your booking notifications. You chose to list your property on two different booking platforms. So it’s your responsibility to check both to prevent double bookings...it’s not Lauren’s responsibility to message you and explain your own booking system to you.

2. we received all of the check in information. We entered all three of the rooms and had fully settled into two of them. (If I were the person who rented the 3rd room, I would be very upset that you allowed strangers to have the key code and enter when all my belongings were there...did you notify them that this happened or of your mistake? I doubt it.)

3. We were allowed to stay in one of the two booms that we had fully paid for, booked and had settled into. In the other of these rooms, we were made to leave so that the two girls why had booked the room through your website could stay. Why were they given preference over us? We booked first...paid first...arrived first...and had a 10 month old baby with us. Not only were me made to leave so that they could stay...your manager (more on him later) was cleaning their room and even bringing them bottles of wine while we scrambled to find our own accommodations.

4. Its great that you included screenshots of your conversation with Lauren. Did she tell you that we changed our plans to stay in San Juan for two extra days ONLY because she was such a fan of your work and wanted to stay in your Airbnb of hotel? So no, we weren’t willing to split up our group so that four of us could stay in a completely different part of town when the only reason we were there in the first place was to stay together...and in your establishment. It’s too bad I don’t have a screenshot of the interaction we had with your manager. He was cold and rude the entire interaction. Also, it’s nice that you say you tried to help us (after your mistake) but at the end of the day, you did nothing to help us in any way.

5. When I wrote the review, I stated that we were going to sleep on the floor of your one booking that we were allowed to stay in. You are correct that this is wrong. After I wrote the first review, I was able to find a different place to stay. We were able to get in touch with a Puerto Rican who was in the states at the time and he rented us his house. Complete stranger. It wasn’t through Airbnb or even an official listing. Very strange situation, but it was better than sleeping 6 adults and a baby in one room. Thank you for bringing that error to my attention so I was able to...

MOLD EVERYWHERE. This company will try to extract as much money as possible while addressing/fixing nothing in their properties except the bare minimum. They wanted $55 for early or late check-in (which they use as a "free value" to not fix things. Reached out multiple times, nothing fixed.

-Upon checkout we stripped the covers, pillows were covered in black mold. They tried to say it's cause of the environment on the island. NOT TRUE IT'S CAUSE YOU DON'T FIX BROKEN DOORS AND WATER LEAKS. -Door is still broken from two previous break-ins 3 and 6 months ago. They claim the "break-ins could not be verified by police". But you can see the damage and no way two reviews three months apart lied about break-ins. -Broken bathroom fan -Water leaking from ceiling -Broken lamps -TV screen burned in because they hang something over it to not interfere with the AC, as they use the same IR frequency. -Lights hanging from ceiling by electrical wires. (Permanently installed this way). -Shower not level, standing in large puddle that doesn't drain the right way. -Sewer smell from shower -Water leaks out the shower because cement is porous, apparently they don't know that you have to seal cement. Goes behind the toilet and into the hallway; soaked my bag. -Entire place smells like mold because of water issues. -They are so cheap they go as far as adding water to soap, shampoo, & body wash (which are all the same). Water grows bacteria, it's disgusting. -Place is a complete dump. Only staying cause we only have 2 days left.

We only reported the door cause it was an immediate safety issue. They never fixed it, claimed they had to order a part, which they had months to do. I told them all the other issues and they asked why I didn't tell them, heres why: I'M NOT WAISTING MY ENERGY ON THIS. YOU KNOW ABOUT THE ISSUES. FIX THEM. DON'T RENT THE PLACE OUT FOR A DAY OR COME BETWEEN GUESTS. PLENTY OF OPPORTUNITIES TO MAKE IT RIGHT BUT ALL YOU GIVE ARE EXCUSES. WE CAN SEE HOW...

This is our third time staying with DW. We try to stay at a different location each time and have always had luck so we were shocked with our last experience. The first thing we noticed was how dirty the floors were. We requested a broom to do it ourselves because there is a $40 cleaning fee on top of your stay. The room and all of the furniture smelled like mildew. We noticed the location had poor drainage and little to no sunlight/airflow. A few days into our stay (after a few days of rain) we noticed the bathroom ceiling forming bubbles of water (which started leaking) and what looked to be the start of black mold. Needless to say this was less than romantic. From start to finish the situation took about a day off of our trip. The repair man told us we had to pack up and change rooms because they had to take the ceiling out! We were luckily relocated to the unit next door which was fine except this unit too had poor drainage and a leak on the ceiling. Almost comical but I guess since we were wall to wall with our leaky unit we should’ve expected it. Unfortunately, this has completely changed the way we view DW and I don’t know if this is a place I would stay again or recommend to others. We were “compensated” with a free night once we had already checked out which is essentially useless because we won’t be staying here again. The customer service is questionable and I saw another comment on here saying there are better places for similar or less price in the area and I...