Ritz-Carlton Key Biscayne Superbe Suite Oceanfront à une chambre NOUVELLE LISTING

Many thanks for the review Eileen, and I'm happy you enjoyed your stay. Apologies that somehow this suite was short on supplies.

I've successfully rented 3 suites on VRBO for over 11 years with uniformly stellar reviews (which I encourage you to review), and am designated as a Premier Host by VRBO (by meeting many guest satisfaction metrics). To date I have been very fortunate avoiding problem guests, as the vast majority of guests have been incredibly pleasant or, at the very least, have caused no real problems, and I have even become friends with some of my many repeat guests. I take the happiness of my guests very seriously, often even when their unhappiness is not my fault, as I know how important travel is to me + my family, and how frustrating it can be when my family has travel disappointments. While I have had a few difficult guests, none have EVER caused me to review a guest online….until today. And the “winner” is: Javier D. VRBO limits length of replies, so here goes a short version (J is for Javier) -J's wife complained about the sofa bed mattress being uncomfortable (which I had not heard from any prior guest), so I told her I would buy a new mattress ASAP (it arrived 2 days later). J didn't reply to 2 emails over 2 days I sent requesting access to replace the mattress, and then I finally heard from him he was angry he hadn't received an extra cleaning by housekeeping (which we had not agreed to and he had not paid for) and then angrily stated that he would not give me access to replace the mattress (even though Florida state law requires that he must). -My VRBO rules clearly limit guests to 5 and J's inquiry said there would be 3 guests. My housekeeper observed 6 guests staying in my suite (including 4 teenaged boys) which is a clear violation and cause for immediate termination of lease. The hotel was full so I didn't end the lease as I am allowed as this would be disruptive to J's family. I tried to find + pay for an alternative hotel room for J + family but the hotel was fully booked (Easter/Passover weekend). -I sent my housekeeper for an extra cleaning (even though J still hadn't paid for it) and J's wife told her she didn't want a cleaning and slammed the door in my housekeeper's face. -J was combative and hostile on both calls I had with him, and on one started yelling at me that I could not enter my suite and then oddly yelled "stop yelling at me" and hung up mid-sentence. -So it goes without saying that I strongly advise any VRBO owner to not rent to Javier D. I feel certain this is not his “first rodeo” and will not be his last.