I’m was so disappointed to hear Karen’s concerns. This home is dear to our heart. I am a super host on Airbnb and have not had this type of review from previous guests.
Karen made me aware of all of her concerns on the evening of her check out date. I contacted her through Airbnb portal mid week just to check in as I do with guests regularly. She did not respond.I employ a company to clean and ensure condo is in good condition for guests. This company is available 24/7. Karen was made aware of the contact number for the company, as well I made her aware that if she had any concerns she could contact me at any time.
Upon receiving her complaints, I called my management company and they went over the following day. The sliding glass door from the master bedroom was working properly. There is a dowel rod to secure both sliding glass doors. Being an ocean front condo the weather is harsh on the doors and the locks do become unusable over time. I will also add that the condo is 30 feet off the ground. With the dowels for both sliding glass doors and the height of the condo, I believe that entry from the enclosed deck with dowels in place is nearly impossible. The deck where the sliding glass doors are located has no stair access. An intruder would need to climb a 30 foot wall to access the deck.
The housekeeping issues mentioned are unacceptable to me as the owner and I made me cleaning company aware of the same. Again, my cleaning company would have come immediately if I was made aware during Karen’s stay.
We do not supply screens for windows during peak season as previous guests have opened windows while running air conditioner causing air conditioner to break.
As far as ceiling in the master bedroom, the week that Karen stayed in our condo it rained for 8 consecutive days with wind driven rain. My family lives in the area and explained that flooding occurred and one family member had 15 inches of standing water in her back yard. I’m only sharing this to indicate the amount of rain the area experienced that week. I came to my condo the Wednesday after Karen’s departure on Sunday.Unfortunately, Mother Nature was not kind. I had significant water damage in the master bedroom. I am in the process of correcting. This is a coastal location and 8 days of rain was very hard on my condo. The musty odor that Karen describes is directly related to the water damage. The carpet got wet as well as damage to ceiling and drywall. I am in the process of correcting those issues.
Karen also states that she saw a palmetto bug. One bug. They are here, it is a costal hot environment and they are seen from time to time. The condo is not infested with them. The condo is treated at the beginning of peak season but it does not prevent 100%. The bugs are not harmful, but I understand desturbing to see.
I refunded Karen her full cleaning fee. She requested that I refund her full rental fee on the evening of her checkout. Karen describes that my condo was intolerable however she stayed for 7 days and then asked for a full refund.
I will add that I absolutely should know the condition of my condo prior to peak rental season as Karen mentions in her review.New laminate flooring in living room and kitchen, new curtains, newi area rug and new couch and love seat were installed/bought in April of 2018. In addition, the living area and kitchen were freshly painted at that time. I take pride in my home. I would never want a guest to have a bad experience!
I’m sorry to hear what Karen described and am fixing what was damaged during the storm. However, some of the comments were not founded when I arrived shortly after her departure.
I will continue to do everything I can to ensure my guests have a wonderful time in my home!!!