Dear Dot. W.
This was the first time we had ever had construction noise at night and it was indeed terrible! It never happened before at such a late hour, and it hasn't happened since. As you said, there was nothing we could do to prevent this from happening. Clearly these circumstances were very special and the front desk staff was just trying to do her job after a long day of work. Understandably you were very upset and things didn't go well.
So to get things straight for readers of this review:
1 .Previous Trip Advisor reviews bear out that our staff is generally friendly and helpful.
2. We don't request guests to pay for the full stay up front. We are actually very flexible and sometimes let guests pay after their check in if they don't have enough cash. We just ask clients to pay for the coming night if possible. Our staff clearly remembers you chose to pay for 2 nights.
3. We are a very small guesthouse. We might not have clear policies about refunds but our staff immediately tried to apologize and offered to refund you 200 yuan out of 250. You wanted a full refund and threatened to write a bad review on Trip Advisor if you didn't receive it. You received the full refund and still you wrote this review.
Some more info about the noises problems:
- such loud noise happened only once and the noise went on until 1:30 am.
- We called the police and they came but told us there was nothing they could do as the workers worked for the government.
With the noise problem being a circumstance out of our control, our offering of nearly the entire deposit back upon your decision to leave, the offering of free ear plugs upon arrival, and our obvious lack of knowledge of the duration of the noise, we do not feel we deserve such a harsh review. We'd like to invite you back if you ever travel through Kunming again.
Lost Garden Guesthouse