Owner's Response: Regretfully our experience with Vicky was a very different guest situation, firstly, because there was very limited communication from the time of booking until the end of her stay. Emails were ignored and several phone call attempts were unsuccessful. We also provide a phone line in the house for any needs our guests require, with free North American calls making it easy to communicate 24 hours a day. This is a service that all our guests have really appreciated having. Vicky was surprised to have had a strict cancellation policy and that a damage deposit was required but this is the common practice for VRBO vacation rentals and generally for all renters worldwide. She seems to have had different expectations, however, our policy and services are clearly stated on the VRBO site before one chooses and books our home. We have never had issues with this before with any guests. Regretfully the majority of the damage deposit had to be kept in this situation because of the fact that Vicky and her five teen children were not respectful of our home. We welcome children to our home and have had many families with children of all ages vacation in our home without incident. Unfortunately this was not the case. In the short two day stay the house was left very dirty. As well bath towels were used as mops for spilled soft drinks, soiled floors etc. and were permanently stained and damaged needing to be replaced for future guests. One set of high quality bed sheets needed to be replaced as well due to blood stains that also penetrated through to the mattress protector which was also replaced. And lastly the bedroom door lock of room number three was forced open and permanently damaged needing replacement of a new lock and installation by a locksmith. All these factors came at a cost to us and one must be responsible when damaging the property of others. This is the purpose of the damage deposit. There is a difference between being untidy, breaking a glass, or causing damage. We take pride in having our home in mint condition for all our guests and provide high standards for their vacation experience in Granada.