Avis Waterfront Estates - Muskoka, Ontario, Canada

Wow, we were blown away by your positive words, we really appreciate the time you took to write such a detailed review! We’re a small business here and every bit of feedback like this does so much to help us out! Thanks for your kind words about George and me , we remembers your visit and is looking forward to seeing you again soon! Thanks again for the review and for being such a great customer. Sandy

We are very appreciate your comments and suggestions, we will do our best for you and am looking forward to seeing you for next year. Thanks again for your review.

Hi Veronica , When we passed your comments to the cleaning company and all the maintenance staff serving the cottage, they were moved and very happy! Especially when we get unfair comments, the landlord's comfort and encouragement makes us more convinced that our work must be worthy of this beautiful house. Thank you for keeping the house clean and respecting the house, I hope to have the opportunity to provide better service for you and all travelers who needs it. Wishes Sandy

First of all, we’d like to thank you for your reservation! The property is one of the best water-front estates in the area but reading over your comments made us think that you might have been staying at a very different cottage. We hire the best possible cleaners available in the area to sanitize the property for every guest. There were 4 workers, 1 for outdoors and 3 for indoors cleaning for more than 4 hours prior to your check-in. The shower room and ceramic tiles were disinfected with vinegar and alcohol, all the sofas were wiped with disinfectants. Sandy, who is responsible for handling rental affairs, also spent an hour double-checking and nitpicking imperfections herself. We go the extra mile for every tenant and ensure to offer the best quality of stay possible, but we cannot guarantee every corner and gap within the 6,000 feet facility will be pristine clean, not even 5-star hotels can. When you first checked in and Mrs. Mahnke wiped the door knobs repeatedly with disinfectant tissue, we knew you pay much attention to personal hygiene. In the 7 days of your rental, we only received messages from you about Wi-Fi, borrowing ropes, the door code, etc. but never about any of the points described within this review so there was no way for us to help resolve them if they were true. For example, if the property was quoted “very dirty..extremely dirty” upon check-in we could have been notified and would of sent cleaners first thing the next day for another round of cleaning and refund you a day of rent. In terms of the pool, it is an outdoor pool that is constantly emitting heat to the open, the weather throughout your stay was abnormally cold and constantly raining so it is difficult to maintain a very high temperature (besides we have the jacuzzi for that). The pool is usually at 26 Celsius and should be able to stay around +/- 2 degrees for most of the summer, we’re sorry that it might have felt a bit cold for the kids.If you notified us about this during your stay, we could of sent a service guy to turn off the heating system and refund you the heating fee, the cost of electricity and propane for this is quite expensive. We would like to thank you for your reminding us about the brick movement around the swimming pool. We have asked pool maintenance to come over and they found three tiles that were away from the pool which were slightly loose but definitely not enough to cause any serious accident. As for children's water toys, we have also listed on VRBO that due to the pandemic, these will be of limited availability. In terms of cottage layout we all have our own preferences for such, we wish we could tailor it towards all visitors but we’re also betting that this is one of the reasons you chose our property in the first place. Almost all of our previous guests were satisfied with the layout and it is somewhat unfair to us to state this as a complaint. As for the maximum capacity of 16, it is the combined standard capacity of all beds we have on the property. We follow VRBO policies by providing details about the number of rooms, number of beds for each room, the size of the beds etc. As to how you’d like to allocate the guests to which rooms, that is of your choosing and we have no control over this matter. We’re sorry that you might of felt the rent of cottage increased a lot compared to last year due to the pandemic but our price is of fair market price. As you booked through VRBO, we both need to pay a certain amount of service fee to VRBO, the landlords also have to pay a lot of service fees because the cost of labor and material have risen sharply this year. In light of good intentions and due diligence on our part to ensure a high-quality stay, these comments are definitely somewhat disappointing to us.We hope for your understanding and we are trying our very best to keep this 5 million dollars property at tip-top shape.

Hi Sandra, on June 25, when you checked in, everything was normal and in good condition. On June 27, you sent me a message that there was problem in the septic tank and the toilet blocked .We immediately contacted the service company to solve the septic tank problem on July 27 of the same day. I didn’t complained if you threw sanitary napkins or something into the toilets , which we prepared for you in the bathroom .We've also sent someone from Toronto to help with your request. This is what we can do! In rural areas, except for electricity, all facilities are not urbanized. It's normal to encounter something. The house is composed of various systems. It is impossible for us to replace all systems before each tenant moves in. We can only check whether all equipment works normally before the tenant moves in, we always do our best for the tenants to solve the problem if something happened during their staying.In addition, you complained about the rental fee before your check in. If your husband booked the cottage, you should ask him the reason for the reservation. You can not complain with me. I believe this is a fair deal between your husband and the landlord. I know all the tenants want the best house with a lower rent. This is a house worth more than 5 millions . Our rent fee is fair., and both your husband and the landlord are fair. Our cleaning company is a professional service. If it does not meet your requirements, we would like to improve our service , however, we sincerely hope you should leave a little bit cleaner house when renting in the future! thanks again for your reservation .