It is very unfortunate that Julie had a bad experience in many ways. I will address the issues mentioned and give some background. The day after her booking, she requested to cancel her reservation as a friend offered to treat her to a stay at the friend's condo. We were happy to refund her money and cancel the reservation. After discussion with Airbnb, it was agreed that the cancelation would be made and full refund given with no penalty. However, Airbnb never made the cancelation. She was then obligated to stay when she would have preferred to stay at her friend's condo for free. We were not informed that Julie's reservation was still active until just prior to her arrival. We emailed our cleaning team to take care of cleaning and the linen package. When we were informed that the condo had not been cleaned, we emailed our cleaning company. The response sounds crazy but none the less this was the excuse/reason. The owner of the cleaning company had taken a new medication resulting in her opening the email but not dealing with the request and then having no memory of having received it.
In regard to the cable TV, our entire building had just changed to new cable boxes. Unfortunately, our condo was missed and there were several complications in getting the TV service reinstated. We totally understand how disconcerting this would be. The last time we were there, there was a DVD player. Apparently, it has been taken. We will arrange to get a new one installed.
Regarding the comment about the appliances being old, the whole kitchen was redone 3 years ago, new flooring, new white cabinets, granite countertops, and new stainless steel appliances.
The décor in the bedrooms is wicker which is in style with a beach theme. The pictures in our listing have been updated with any changes. A new sofa, chair covers, and cornice where added this year. Additionally, 3 months ago all carpet was removed and vinyl planking installed throughout. Prior to the new flooring being installed, all walls were painted. We are constantly updating our condo.
During Julie’s stay, we were 12 time zones away with sketchy internet. We did our very best to communicate with the tools we had.