Avis Oceanfront, Spacious & Updated Condo at SeaWatch Resort - 8 Pools / 11 Hot Tubs

We could write a much longer reply to this review to dissect and refute it but will try to give a focused response. The guest’s story in how and when they first discovered the issue changed from what they initially told us and VRBO to what they wrote in their review. Per their initial story, they told us that they woke up at about 3 a.m. and turned on the lights in the kitchen area and found bugs. The initial note from the guests came as a two-sentence message at 3:18 a.m. and stated that they “There have been a couple bugs…”. This actually matches up with the initial story they told us and VRBO. We contacted them and VRBO by 8:17 a.m. This is different from what they wrote in their review so that should be an initial concern about this guest’s review. The condo, and the whole building, is treated for pests at least 4 times / year. We had our own independent pest service come out the same afternoon when we were notified of the incident. They thoroughly inspected the condo, including under and behind the refrigerator and stove. They also treated the condo but did not find any live bugs or past indication of an influx of bugs. Unfortunately we didn’t get this feedback until after the guests had left the same night that we were notified of the incident. It was inspected again by our maintenance and cleaning staff a couple days later, and then again by us, the owners, a week after that. We were able to open locked spaces and under the dishwasher to inspect even more areas. There was no evidence of a bug issue and this very much relived my wife and I but also confused us per the story of our prior guests. So, we have our idea of what really happened but won’t go into that here. The second item raised by this guest’s review is that we were not responsive or accommodating. The initial note from them came at 3:18 a.m. and we contacted them and VRBO by 8:17 a.m. When I talked to the guest, it was really quite astonishing the story they told us and VRBO as we have never had any pest issues. We offered to have a pest service company come out that day to treat and inspect. We also offered to provide a refund for their remaining stay. Later that morning they asked for us to have the pest service performed and within 4 hours, the pest service crew inspected and treated the condo (while they guests were away) but wasn’t able to give us immediate feedback of what they saw. That night, the guest ultimately stated that they didn’t want to stay anymore and wanted the same refund that we offered early that morning. In good faith, we event provided 25% more than promised. Ultimately, we don’t think we could have responded any quicker or better to the claims of the guest and ask that those who have read this far, reflect on the many years of highly positive reviews provided by our guests.