Santino (and those reading this review), I am so sorry that this was a terrible experience for you. To respond to your review... you mentioned there were no keys, but the property is keyless... I think the issue that you're talking about is that you arrived at the building late, past our regular listed check-in time, and to get into the building the first time you need to call us so that you can buzz us in, and we were in NYC where it was 4am and our phones were on 'do not disturb', but after the 2nd call you attempted Uri's phone rang (it's set to actually ring if the same number tries calling twice), and you were able to get into the building. There are keyfobs and keys inside each unit, unless the last person took them which I haven't heard about - if that's the case, that never should happen and we're very sorry for that. In regards to the air conditioning - keep in mind this is Arizona - if you set the A/C to be more than 30-40 degrees below the outside temperature then the unit will turn into a block of ice and freeze, and that's what happened here... we've replaced this thermostat (it burned out) and will make sure that guests cannot set the temp to a temp in the 60s when it's 50 degrees hotter outside, we ended up paying $1800 to have this fixed. For the maintenance person who entered the condo, we apologize for this as he should always knock and then enter. When I spoke with you on the phone, I said he'd be coming by and you said you'd be out of the condo - he entered at 834am when you weren't there, and then came back again when you had come home. For the listing stating that there is a computer monitor, keyboard, and printer, I'm really sorry - you're correct, there is none and I'm not sure how that information was copied over. For the Internet, it appears that the cable modem that serves that condo is bad - it should be 300mbps with very low latency, so we're going to have the Internet Service Provider come out and replace that modem.
When we were talking about this we notified you to use the internet across the hallway, which was working fine and is also 300mbps - and it's located about 10 feet from the front door to the penthouse you were staying in. We do own 17 condos in this high rise, and could have instantly moved you next door to the larger 2 bedroom penthouse condo - instantly, as in within a few seconds - but in speaking with you on the telephone you said you were okay, if you had expressed these complaints as things that were not getting remedied quickly enough all I would have to have done was open up the app on our phone and programmed the entry code for you, and you'd have to walk about 15 feet to the front door of that penthouse. In all fairness, I do have all calls recorded, and video from the hallway nest cameras, and I just didn't sense this level of disappointment, dissatisfaction, or discomfort. I did however offer a complimentary meal at Tranquilo, my restaurant inside my 105 room 4-star boutique hotel, which is one of the top 5 Mexican restaurants in a city with almost 1,000 Mexican restaurants, and one of the top 25 restaurants overall, out of over 6,000 restaurants. We really take pride in our properties - we rent over 5,000 nights per year, often to very high net worth individuals, sports figures, etc - and I'm sorry that you had these issues... we could have instantly rectified them, so I will make sure that I take steps to guarantee that these issues will not affect future guests of ours. Thank you so much for your feedback! Sincerely, Ben