Well....Every now and then a guest arrives misinformed despite a detailed Confirmation sent prior to arrival; and then the perceived misunderstanding turns in to a claim of being mislead.....and escalates....and here we are.
Arrival polices are pretty clear and listed in Air B&B, then repeated in more details in a Reservation Confirmation sent to every guest within 24 hour of booking; and well ahead of the arrival date.
Apparently this guest either misread or (what I believe) didn't read the Confirmation.....and her expectations were unchangeable.
If the apartment is vacant the night before arrival, we generally allow everyone to check in earlier if requested.
If not and a guest is checking out on the day another guest is arriving, we still, typically allow the new guest to drop off luggage some time after 11-12, after the other guest leaves; then return later when the apartment cleaning is completed....which is what was offered here.
Rather than copy and paste the unfiltered emails between this guest and myself, in which the guest makes unfounded claims of intentionally being mislead...I will simply say that there are several untruths contained in this guest's review and leave it at that.....The Facts that matter is that this apartment is one of the best valued and best located vacation rentals in South Beach.