Helen Vista | Theater, HotTub, Game Cave|Sleeps 14

Thank you for your feedback! We’re sorry the temperature in the main living area did not feel comfortable for everyone during your stay. We’d like to clarify that the concern was limited to the main living area, not the entire property. We did our best to address it promptly, including arranging for an HVAC technician to come out during your stay despite the difficulty of finding last-minute availability. The technician who came out during your stay was unable to identify a specific issue, he said the system is working but believed that replacing a part could potentially improve the cooling in the main living area. He also noted that the property felt cool. You also reached out to request a late checkout and we were happy to accommodate you with a complimentary two-hour extension at no additional cost. As a gesture of goodwill, we also offered a 20% refund for your entire stay, rather than just one night, and shared the exact refund amount with you, but the offer was declined. After checkout, we inspected the property within 30 minutes and did not find any apparent issues. At that time, the main living area thermostat was set to 66°F, and the home felt cool despite the warm weather outside. The home is a large property with high ceilings and large windows in the main living area. Following your stay, we had the same HVAC company return to conduct a more thorough inspection with two technicians. They were unable to identify any specific issue and confirmed that the AC system was functioning properly. Given the size and design of the main living area, they recommended adding additional cooling capacity for guests who prefer to keep the space even cooler. We have since added an additional high-capacity AC unit for that reason. We appreciate your positive comments about the property, cleanliness, and location, and we will continue doing our best to provide a comfortable experience for all of our guests. Thank you!