Avis Southwest Luxury - Minutes from Arches & Canyonlands

Our cleaners are excellent and often under tight schedules to have the unit ready for the next guest. The cleaners were rushed that day finishing multiple properties. They texted me at 3:27pm to let me know they were planning to arrive just before 4pm (check-in time) to finish up. The cleaners have never missed a deadline. We receive a text when the guest door code is used. The guest checked in early at 3:48pm right at the time the cleaners were headed in. Because the guest checked in early, our cleaners would not go in until we coordinated with the guest. Her phone went straight to VM so we sent one text and one email via VRBO. We know things don’t always go perfectly and we can accommodate almost any situation. However, this guest was not sorry, would not acknowledge she checked in early and did not appreciate us letting her know she had checked in early. Most of our guests are great to work with. This situation was unusual. We let her know the cleaners would not go in once she was already in the unit. We were worried she would be upset the unit wasn’t finished, despite the fact she had checked in early. Approximately an hour after she checked in, the guest sent a picture of the thermostat showing 77 degrees Fahrenheit. She was upset it hadn’t cooled to 69 yet. According to the guest, it was 106 that day. On a normal day, it usually takes 1 hour for an AC system to cool down 1 degree. I apologized, explained this to the guest, let her know there were extra fans in the closet and suggested turning on all the ceiling fans. I then texted her 3.5 hours later to ask how the AC was doing. She said it had gotten down to 75. I let her know that was slower than normal, but likely to do with the 100+ degree day in Moab.