Erica
Great Location but Customer Service Not the Best
The location of my stay was great, as well as the onsite staff affiliated with the actual building. I didn't have many interactions with the Suite Home team however if there were 6, 4 of them was unsatisfactory. For example, when I moved in, no one told me that I needed to request the use of the freight elevator 24 hours in advance. You'd think the staff would just do it since obviously you're moving in... nope. I hurt my back dragging my belongings back and forth from the garage. Oh yeah, there aren't any large carts either. I moved in during COVID-19 and cleaning service was canceled. Perhaps they will provide cleaning supplies? Again, nope. I was told to purchase my own. Moving out, I called a few times to request the use of the freight. Followed up the day of move and it hadn't been requested. So I moved out just as I moved in, struggling!!! Great accommodations but the service is not the best. Update: Seeing Suite Home's response, I updated my review to reflect 2 (not 1) out of 6 interactions were great. If housekeeping is canceled, it might be a good idea to provide cleaning supplies. Just an idea. Bottom line, as a client, I did not feel as if resources were always available and attention paid. This shouldn't come as a surprise, as I expressed these thoughts to staff in one of my last emails to them.
Response from Suite HomeOct 14, 2020
Erica, We are glad to hear you enjoyed the property but disappointed that our service let you down. We had several (what we thought were) positive communications with you throughout your stay. When you put a work order in for the shower, it was scheduled within the hour. When you requested the details of the paint color in the apartment, we happily sent it to you to share with your construction crew. When you asked us if your reservation for the loading dock was approved, we informed you that we had not previously received a reservation request, called the building to see what they could do, but they were fully booked. Housekeeping services were not included at the time your reservation was booked, which is why you didn't receive them. It is not typical that our guests need to use a loading dock and freight elevator, as they are moving into a furnished apartment. Therefore, we don't reserve the elevator unless requested by the guest. In this situation, by the time we knew you needed to use the elevator, it was already booked by other residents moving into the building and it was out of our control. We appreciate the feedback and will use these insights to further try to improve our processes and service. Thank you, The Suite Home Team