Reply from Frank PorterJan 19, 2025
Dear Philosesque,
Thank you for taking the time to share your thoughts. We always value feedback, as it allows us to continuously improve our services. However, we feel your review does not fully reflect the reality of the situation and would like to clarify a few points.
Firstly, we were unable to locate any record of your stay in our system, so it’s unclear whether you were actually a guest at the property. This makes it difficult for us to address the specific concerns you’ve raised, but we want to assure you that we take all guest feedback seriously. If you did stay with us and have valid concerns, we’d be happy to investigate further and resolve any issues.
Regarding your mention of the "policy" and the window cleaning issue, we want to emphasize that our team follows clear guidelines and protocols to ensure the comfort and satisfaction of all guests. Any requests related to the property's maintenance are addressed promptly, but it's important to note that general maintenance responsibilities, such as cleaning windows, are typically covered as part of the property’s upkeep. As you mentioned, if the bird droppings were present upon arrival, this should have been flagged immediately, and we would have taken action to resolve it, as we do with any maintenance-related issue.
We understand that there can sometimes be differences in expectations between short-term vacation rentals and long-term leases, particularly when it comes to property maintenance. However, we always strive to be transparent with our guests, ensuring they are informed about policies, responsibilities, and what is included in their stay. If any concerns arise during the stay, we encourage our guests to reach out to us directly so we can resolve the matter swiftly.
We take great pride in our service and professionalism, and we are disappointed to hear that you felt our team did not meet your expectations. We value every guest and aim to provide clear communication and support throughout the entire process. If you have any further concerns, please do not hesitate to reach out to us directly.
