Réponse de Hugh :
Hi Jim, apologize for your negative experience, but I am honest in my listing and try my best to be as accommodating and responsive as possible.
As with all my guests, we arranged for Jim's pick up from the express, stored his luggage at our house (since he requested blocked out dates and I informed him that the property would be ready later than expected, to which he begrudgingly accepted), drove him to the pier, and had the golf cart that comes with the unit waiting for him when he was ready.
It is clearly listed in the description that there are 3 flights of stairs, which is accurate since there are 3 levels of units above the property, not 6, and under amenities the box for cable TV is clearly not checked. On the first night of his stay, I responded to Jim's all caps text messages about 15 minutes after receiving them, only to be met with a barrage of curse words, and during that phone call Jim angrily told me that the there was no TV at all, and that he were going to find somewhere else to stay that night. I calmly explained how to access the apps for the smart tvs (both in the living room and bedroom) and Jim hung up.
I then contacted Airbnb to let them know that Jim planned on leaving in order to try to get him a partial refund, they told me they would reach out to him on that and instructed me to only communicate with him via the Airbnb app due to his hostile language, so that they would have record of it. Shortly after that Jim contacted me regarding the toilet overflowing, which I thought was strange since I have never had any plumbing problems before (or since his stay). I replied to his messages saying that Airbnb had instructed me to reply to him only using the Airbnb app, but I also contacted my handyman to go out there to check it out as it was 10pm at night and no plumbers were available, but on his way out there Jim told him not to come, so he offered to come the next morning, and when we showed up (after Jim had left) the leak had apparently stopped itself.
As for closet space, this property is my part time home, as is the case for many Airbnb rentals, but I leave more than half of the large master bedroom closet available, as well as half the drawers and the entirety of the guest bedroom closet, there is no trash left on the balcony, as I use the same professional cleaning company as many other Hamilton Cove properties.
All of my of my previous guests have been satisfied and not had any complaints, and I have record of all my correspondence with Jim if any potential renters are curious about the details of his stay or his negative reviews of me and my property.