Avis PRIVATE, NEWLY RENOVATED FAMILY HOME 5 MINUTES FROM ASH CAVE!

Hi Kimberly. Thank you for your review. We would like to address the stated complaints as well as note the additional issues we experienced. We would like to preface this response by stating that during our time as a VRBO host, we have never had a guest experience of this magnitude. First, regarding the lack of hot water, we have not had any other issues with hot water prior to or after the guest stay. We are on a well and the hot water can take up to 10 minutes to heat up. Second, we informed the guest during the stay that there were issues with the gas fireplace that we thought had been resolved prior to the guest check in. However, there is a wood burning fireplace in the living room that could have been utilized instead. We apologized to the guest for the inconvenience. Third, the issue with the ice maker has been addressed and no issues were found. The ice maker does not support excessive use, but there are extra ice trays in the freezer for guests. Fourth, regarding the “Japanese beetles”, our cleaning crew stated they were ladybugs. There was no mention of the bugs getting in the guest food or drink during our conversation with the guest, but we did apologize for the issue. Please note, the property is on 100+ acres in the middle of the country and ladybugs are very prevalent in the spring. Most importantly, we would like to address the comments made around the cameras. Per VRBO policy, we are permitted to have exterior cameras as well as a camera in the basement because it is not an area that is being rented to guests. This is for the safety of our guests and property as well as for insurance and liability purposes. We received a motion detection alert from the basement camera during the guest stay. The basement is currently off-limits to guests due to renovations, which is included on our listing page. The basement door is locked with a sign stating “employees only”. We reached out to the guest, but did not receive a response. We later received a notification that there was disruption to our EXTERIOR cameras, preventing them from capturing activity. After reviewing, there was recording of the guests covering multiple cameras with tape, presumably found in the basement storage area. We reached out to the guest multiple times, but did not receive a response until several hours later. Tampering with cameras is strictly prohibited. Locations of the cameras are disclosed on the listing page as well as in the house rules. If guests have an issue with the cameras, they are not required to continue their stay at the property. Lastly, the guest left an hour past check-out time, delaying our cleaning crew who had arrived on the premises as scheduled. We did not charge for late check-out. In addition, our cleaning crew informed us that the hot tub was so dirty that they had to drain, clean, and refill it. We also did not charge the guest for the extra cost that we incurred. Finally, we did not charge the guest for falsifying the number of adults/children that would be at the property. All in all, this was not a desirable guest experience. We did not charge the guest for multiple items including early check in, unplanned late check out, falsifying guest information, entering a prohibited area, tampering with cameras, and the excessive cleaning required for the hot tub. We did all that we could to remedy the situations brought to our attention, but the guest was not interested in finding a solution.