Avis The Tucker Inn - Serene and Private & Close to the Action

Thanks Danny, we enjoyed hosting you in Telluride!

Wow, so very far from the truth. Yes the hot water was not working, unfortunately these things happen and we do our best to work through these unforeseen circumstances. While responding to your early check in request via email we advised of the current hot water situation at 10:57am and that it was being worked on and we would keep you informed. Also at that time we asked for a guest count to work on an alternative property, pending results of plumbers findings. It was then that you told us that you had 9 adults and 4 children, which is 3 guests over the maximum occupancy of 10, that said you had violated the rental agreement. Guests original reservation of 5 adults and 3 children was within our occupancy. Guest reconnected with us upon arrival at 5:02pm we advised you of the situation, we were treated with an aggressive, demanding and somewhat threating response on how we were supposed to handle this situation. We advised the guest of the violation of agreement but still accommodated the group the best we could given the uncomfortable situation presented with the violation of agreement. To clarify, our agreement states the following: SLEEPING CAPACITY, NOISE, DISTURBANCES OR ILLEGAL ACTIVITY Tenant and all other occupants will be required to vacate the premises and forfeit the rental fee and security deposit for any of the following: Occupancy exceeding the sleeping capacity, using the premises for any illegal activity, causing damage to the premises rented or to any of the neighboring properties and any other acts which interferes with neighbors' right to quiet enjoyment of their premises. Technically given that the agreement was violated we owed no recourse, but instead we offered you a more then fair refund and what may have not been ideal for you, but nonetheless a solid alternative (2 neighboring 3-bedroom condos) within steps of each other, and even included an extra bedroom to support your over occupancy, instead your group chose to stay in the house knowingly with no hot water. That said our actions completely negate your comments of us being rude, defiant and unhelpful. Our response from Vrbo requesting that your inaccurate/inappropriate review be removed was as follows. "I understand that the guest violated house rules, in the future if this happens you have right to evict the guest and cancel the reservation and you wouldn't be penalized or asked for a refund because it was a house rule violation." "Responding to this review might be the best course of action, this way other travelers can see the full picture of what happened and be objective when booking at your listing since it only has one bad review." That stated, we find your actions, and one-off review disturbing and inappropriate, as we went above and beyond our obligations given the blatant violation of the agreement. Beyond these actions the guest then reached out to Vrbo and accused us of false advertising with the location of the property seeking a bigger refund, regardless the property listing clearly states the location as well as the map displaying an accurate location. That said fair warning to other Vrbo hosts and property managers, these guests can be very unreasonable, and challenging to work with. Nonetheless we wish them continued safe and happy travels.

Kristin, we enjoyed hosting you in Telluride, come see us again. Best, Chris & Holly

Lawrence, we enjoyed hosting you in Telluride, come see us again. Best, Chris & Holly

Thanks Shirley, was a pleasure hosting you. Come see us again. Best, Chris & Holly