Grandma's Garden Getaway

Thank you for taking the time to share your feedback. We take cleanliness and guest satisfaction seriously, and when you reached out upon arrival, we immediately offered a full cancellation with a 100% refund. When you requested to stay, we agreed to refund the entire cleaning fee as a resolution, which you explicitly accepted. ​We wish these additional concerns regarding seating had been brought to our attention during your stay so we could have addressed them. Our listing description and photos accurately display the exact layout and available seating throughout the home. ​While we strive to accommodate our guests, we also expect house rules to be respected. Additional house rules were violated during this reservation, including bringing an unauthorized pet, hosting an unapproved event, and misusing locked owner/cleaner supply closets. ​We always aim to provide a fair and transparent experience for all of our guests and appreciate the opportunity to clarify these details.

​I am writing to address the concerns raised regarding your recent stay. I aim to provide a clear timeline of our interactions to ensure a complete understanding of the situation. • ​Communication Timeline: You checked into the property at 4:00 PM on December 23rd. While you messaged me at 10:29 PM that evening regarding the TV remotes, no mentions of cleaning issues were made at that time. It was not until 8:00 PM on Christmas Eve—after VRBO prompted me to reach out—that I became aware of your dissatisfaction. • ​Attempted Resolutions: In the spirit of professional hospitality, I immediately offered two solutions to resolve the matter: a full refund for unused time if you chose to vacate, or waiving the pending pet fees (which were equivalent to the cleaning fee) as a credit. You declined these offers, chose to remain at the property, and ceased further communication. • ​Accessibility and Safety: Regarding accessibility, our listing photos clearly show the home sits on an incline with visible steps; we do not advertise the property as handicap accessible. Furthermore, all furniture is in safe, working condition. The sofa mentioned is a vintage sleeper model designed with factory-installed wheels rather than legs, which may allow for slight movement but does not compromise its structural integrity. • ​Condition of the Home: I was disappointed to find the condition in which the home was left upon your departure. The presence of ruined linens, hair dye stains in the shower, and significant odors required extensive cleaning far beyond our standard turnover. ​We strive to provide a positive experience for all our guests. However, effective communication is essential to that process. We were not provided with photos of your concerns during your stay, nor were we given the opportunity to address them before your checkout. ​I hope that in the future, clearer communication will allow for a more constructive experience between you and your hosts.