I kindly ask my guests to be responsible for their actions and communication. I stand by my great apartment and service. I offered Mike a full refund on condition but he never replied to me.
There was an unusual amount of cigarette butts on two of the outdoor balconies. If you don't properly close the doors when going inside and outside, gnats and other bugs will be able to get in. There is not much I can do about that - Taiwan is a subtropical island where bugs are common. The laundry is professionally cleaned and the beds were inspected. There is no evidence of anything this guest is alluding to. I would like to add that this is the first of this kind of complaint I have ever had and I honestly believe it is irresponsible speculation.
Regarding check-ins, I would kindly like my guests to honor our arrangement. I told Mike the cost of an early check-in two weeks in advance. Mike decided on a 3 PM check-in two weeks in advance and I arranged accordingly. I do not think it is fair to me if a guest declines the early check-in two weeks in advance, calls me at 8 AM the morning of the check-in and asks for a free check-in. Do not expect that this will work with me. I am a property manager but not a hotel with a lot of staff for unscheduled check-ins. This lack of a free unscheduled early check-in complaint is absolutely not part of the arrangement.
Regarding Mike calling me the next day at 7:08 AM to let him in because his friends were up too late last night, it was something else that I had not planned for. I was very ill and knew it would be two more weeks of illness if I further interrupted my rest and went across the city, so I explained this. Normally, I would come over. In lieu, I offered to pay for his taxi and for the stay at the sauna, which could handle his luggage and allow him to relax and wait for his friends. I honestly believe this is reasonable in the situation. Mike declined and called me an hour later asking me to come again - I provided the same offer. It was resolved by Mike's friend waking up minutes after. I ask my tenants to plan responsibly and communicate with me accordingly. I did not know Mike's flight would come in at this time and his friends staying up too late the night before causes these kinds of problems. Again, I do not have a large staff to be able to come at any time of the day, any day of the week with no notice. I do my best and I believe I offered a reasonable substitute in my situation. I kindly ask my guests to work with me if I am sick and I will certainly do the same for them.
I will absolutely work to continually improve my service and I believe I acted beyond the agreement between Mike and I in this situation. Thank you for reading!