East Bay Hideaway - Sun. Swim. Sunset. Stargaze

Thanks for the review Jessica! We love hosting you guys.

Thanks so much Warren for being such an amazing guest! Your family is welcome anytime.

Thank you Pam for being a wonderful guest and for your complimentary review of the East Bay Hideaway!

Thanks Steven we enjoyed hosting you guys!

Thanks Sarah fr the outstanding review. We enjoyed hosting your family and hope you will return!

Thanks Chad! You guys were amazing guests. :)

Please take a moment to read and understand that the above description isn't even close to accurate. Unfortunately this review is all the result of an upset tenant who, despite all attempts and grace to make a satisfactory solution to checking out an hour late, wouldn't respond or speak to me on the phone. First, the guest was never asked to complete any chores upon check-in, only asked to roll cans to street (about 50-60 feet) on garbage day, which is once per week. Second, I checked up on Gina upon check-in, she said the house was lovely and amazing (have the text to prove this). I checked up on her 2 other times during the stay - "everything was awesome and so clean, no complaints about something being dirty or lack of supplies." I even asked multiple times, "is there anything you guys need at all?" as I do with each and every guests (reference our reviews on VRBO and Airbnb). The only hint of accuracy is in the screen and it appears Gina's group accidentally tore a screen. A few of these have been replaced on the pool enclosure, and still chairs bumping, balls hitting and such does occasionally cause new rips. I told her prior to check in that we had another with a rip I was trying to get scheduled for repair, and she said, "no problem" and never once had a complaint about bugs or anything at all. Based on all I ever heard from Gina, everything was amazing and she had zero complaints and seemed to be a wonderful guest... until the day of checkout. In reference to the cameras, there is 1 Ring doorbell at the front of property, and it is disclosed under the house rules. Rules she did not follow. Even with reminders (and a checkout list) Gina claimed she didn't know the checkout time. My son did show up to mow the lawn at 9:59 and starting cutting at 10:02, all recording by the driveway ring, with time stamps. Cleaners arrived shortly after, about 10:12, and were very gracious and simply waited. They didn't even contact me about the issue until 10:39 and they informed me, "your guests are still here." I immediately sent a polite reminder message through VRBO, then followed up with a text. After several minutes of no response (it had been instant up to this point between us), I called Gina, who sent the call to VM. This went on for 15 minutes or so with no response, all the while I'm teaching a class and trying to coordinate to help the cleaners who drive about an hour and do amazing work. First, Gina reported to the cleaners that checkout was 11am, VRBO told her so. Which was not the case. Finally I asked my son to politely knock on the door and just ask her to call me so we can make a plan and where I will have something to tell me cleaners, since there is no communication. Gina tells him, "I already sent a message to your dad and he knows we will be out in a little bit" and then closes the door swiftly. This was very concerning and though I did finally see a message on the app, no responses to my multiple calls or texts. The message says that they couldn't find her husbands wallet, and would be out "in a little bit." No time given, no talk so we could discuss further, maybe make a plan to have cleaners start while they are hunting. Also, there was no car present for them to leave. Later I find out that their daughter apparently had left in the car and was coming back later. At this point I continued to call. Though I had already communicated we'd work something out with the wallet (that she later admitted was just sitting on the counter), I did finally have to message and let her know that if I didn't receive a call back to discuss the plan for departure, I would have to call law enforcement. Gina was extremely upset about this, and I hated that it had come to this, but with a lack one communication, cleaners waiting and new guests arriving that afternoon, I had little choice that to take action. All of this could likely have been resolved by a simple conversation to make a plan and discuss the problem instead of no communication and understanding of intentions. Very unfortunate and something I contacted VRBO about that day because I knew that a great stay would then turn into a poor review. I believe we are very understanding and easy to work with hosts (see other reviews on multiple platforms), guests who stay and don't communicate their intentions properly are difficult to work with. I am very sorry that Gina felt the way she did at the end and even after all this asked her to call me so we could talk through and have some satisfactory closure, but she said, "do not contact me again or I will consider it harassment."