Avis Sanctuary on private ravine, large luxurious space

We welcomed you to start your new life in Canada.You stayed 3 nights. You reported your mother was seeing ghosts, that she had asthma, was having trouble sleeping having just arrived from abroad. We empathized with you and said these were things we could not address. You said you had to put your mother up in a hotel. You then threatened to leave and demanded your money back. Then you said you found cockroaches. At our cost we hired an exterminator to check and fumigate. We reported to you that he found no cockroaches or insects or bedbugs. And now in the review with more comment…the description and instructions on arrival that direct you down stairs to enter the unit on a beautiful private ravine, a basement walkout, etc. The suite is professionally cleaned after every vacancy. The suite had been freshly painted prior to your arrival as per our regular maintenance. There is no mould anywhere in the unit. You left to stay elsewhere? We wonder if this was a scam? We would not recommend these guests to another host. We also complained to VRBO about your false and misleading review.

We are sorry to hear that your visit did not meet your expectations. The kitchen is fully equipped with more than the basics, providing both stove top kettle and microwave to prepare hot drinks and food at any time. Your request for an electric kettle was granted on day one of your visit. Arrival at night with lights on and average home temperature was immediately adjusted for your personal preference as requested. The temperature was kept high throughout your visit with the addition of a portable oil heater that effectively raised the temperature even higher to your liking in the entire suite. The baseboard behind the toilet had popped in one place and has now been put in place, thank you for bringing this to our attention. Marks from luggage and general use are natural and unfortunate with guest turnover. The entire suite has been painted since you left, it's unfortunate that the scheduled bi annual maintenance occurred after your visit with a suitable gap between guests to ensure the suite is kept up to a high standard. The oven floor has coloured in one area through use, very normal, and does not affect the function in any way of the unit. The oven is thoroughly cleaned after each guest vacates. Hard water is the culprit of limescale, thank you for bringing this to our attention. We will add a mirror, as this does seem like a good addition to the bedroom, although we have not had a request for such; same for laundry basket. We do everything we can to make our guests feel comfortable in our home. It was built as a single family home and therefore our guests will experience the benefits and challenges of sharing it with us. We have been welcoming guests for three years and have, until your review, had extremely satisfied customers and excellent reviews. We hope you find the perfect place for your next visit to our area as ours clearly did not meet your exacting standards.