We apologize for the inconvenience and frustration you experienced during your stay with us. We are very sorry that this was your experience with us. We strive very hard to avoid having any issue at check-in. Your reservation was partially paid; while the room rates were paid, all taxes and fees were left to be paid on arrival. We apologize that you had flight delays; all the time, this was not communicated to us. Our experience is that a couple of people showed up unannounced, the guard contacted us, and we arrived. At first, they could not declare that they were authorized to use the reservation, so we contacted you; then, they were adamant that all the fees were paid, so we contacted you again, all the while not knowing that you were at the funeral at midnight because this was when they showed up and when we contacted you. We apologize that you were dealing with your dad's funeral situation; this is your reservation, and to have a group of people show up unannounced and not reach out to you would not fall in line with our operational procedure. In the end, you contacted expedia and was informed to pay the balance, which you did, and the folks checked in, and as far as we know, they had a wonderful time. You never showed up or stayed at the apartment, and it is sad that you are actually the one writing the review, giving us a 1-star rating, when the occupants of the apartment had checked out, indicating that they had a fabulous time. We value all of our guests and strive to provide a welcoming and comfortable environment.

It is deeply regrettable that you decided to leave us a sub-par review. We regret no being able to allow two adults and 4 kids to stay in a one bedroom studio apartment. We know how difficult it must have been to find a new property on short notice. Your reservation said two adults because that was all the property can accommodate but when you book for 2 and show up with a party of 6, it put us in a awkward position. We love children and the children were not the challenge it is a fire hazard to have 6 people in one room. We were sincerely hoping you would understand, but it would appear not. My name is Kevin, if ever I can do anything to make this right, please reach out to me personally.

Thanks for the review.

Anthony and Maggie, it was a pleasure hosting you at the Sullivan. Please come again int he future.