Response from Stephen:
Dorsey clearly had a negative experience, which is unfortunate. Every other guests staying at my condo has had positive things to say about my apartment, the complex, and the experience of working with me. I want to address the specific issues mentioned in Dorsey's review, but I also encourage prospective renters to read the other reviews on my unit which I believe accurately reflect the experience of people staying at my condo.
The wireless internet was not operating well during Dorsey's stay. It was a Verizon internet system we installed a few months ago which we thought had been working fine (based on the feedback received from guests). This was the first time we or the property manager encountered a GB limit with the Verizon system (which occurred on the last night of Dorsey's stay). When we learned of this, we immediately called Verizon and the GB limit was removed so this will never happen again. This experience has convinced us to switch our internet provider to Comcast, which should be much faster and more reliable. We are switching to Comcast this week.
The description of the check-in process in this review is completely inaccurate. The check in time is 4:00 pm, which is clearly stated on my listing. I inform each guest in advance that early check in may be possible depending on whether the unit is occupied the night before and how quickly the unit is cleaned. I explain that if early check in is not possible, guests can leave luggage with the property management company during the week and on Saturday or with the security guard at our building on Sunday. I informed Dorsey via email that the unit was booked the night before her arrival and that early check-in might not be available. She replied by saying that she would not be arriving at the condo until after 4:00 pm, so early check in was not an issue. The unit was ready at 4:00 pm, on time and exactly when she said she would be arriving. That Dorsey would cite this as a problem tells you something about her, not the experience of staying at my condo.
Her description of our check-out procedures (suggesting that we ask guests to clean the apartment before they leave) is also inaccurate and misleading. The check out procedures are described fully in the house manual which guests receive electronically from Airbnb. We ask guests to do a few things before they leave: take used towels and sheets to the washing machine (which is in our apartment) and start one load of laundry and simply leave the rest on top of the washer; put dirty dishes in the dishwasher and turn it on; and take out the trash to the receptacle down the hallway. Most people do not find this to be burdensome, and these few steps help the cleaning go faster so that the unit is available sooner. In my experience, it takes 15 minutes at most for one person to do these few things.
My siblings and I have owned this condo for over a decade. We use it ourselves, follow the simple check-out procedures described above, and try to make it as home-like as possible. We work hard to ensure that guests enjoy their stay in Key West. We take feedback from guests very seriously and are always striving to improve the unit. When a guest encounters an unexpected problem, we try to resolve it right away by working with the property manager. In those rare situations when we cannot solve an issue immediately (as was the case with the internet on Dorsey's last night) I offer a reasonable refund, which I did in this case. Dorsey's response was to ask for a full refund of all the money she paid which, again, tells you more about Dorsey than me or my condo.