How do I even respond?
For anyone reading this, there are times when things break or need serviced. Of course we are proactive servicing our Condos, but if something breaks down it needs fixed. Imagine what Nina would have said if she showed up and we told her "there isn't any A/C working, so you need to stay in the Condo without air conditioning, but we will get a technician out as soon as we can". We did the best we could considering this happened at 6pm on a Friday. We own a lot of condos (6) but they were all booked, so our neighbor had one available that we offered as a solution and I also immediately offered her a full refund if that condo wouldn't make her happy. I do not know what else could have possibly been done. I tried my very best to make an unfortunate situation work.
She did spend the night in that substitute Condo 100% free on me and left the next day. I didn't read that in her comments.
Thankfully, we have hundreds of reviews online and you can easily read that the overwhelming majority of people have a total opposite opinion of their stay with us.
Actually more than 80% of the people rate us as 5 star! So please know that our goal is to exceed customer expectations and we do whatever we can do accommodate our guests. Unfortunately Nina didn't have the experience she expected.