Harper's Hideaway Lake Gaston Retreat

Julie, thank you for your feedback. We’re truly sorry your experience didn’t meet expectations and candidly somewhat surprised. While we always aim for 5-star stays, we do want to clarify a few points for future guests: • We gladly provided both early check-in and late check-out at no additional charge, along with complimentary linens (which many VRBO homes charge extra for). • The hot tub was not advertised in the listing and it is being installed for future guest use, but was never included as part of your booking (this was also clearly communicated in advance). • The home includes two refrigerators (one upstairs, one in the basement). The garage refrigerator is for owner use and not advertised as part of the rental. • Towels are always stocked in each bedroom and additional beach towels are stored downstairs; when you had difficulty finding them, we immediately gave detailed instructions on where the extras were as well as arranged delivery of extra sets during your stay. • We refunded your entire cleaning fee as a gesture of goodwill when you raised concerns (although, you never expressed any concerns with bugs until this review), and personally coordinated the return of items you left behind after checkout (including personally driving them over 2.5 hours). • Regarding pest control: the home is professionally treated on a routine schedule, and we have not had roach issues reported by other guests or experienced them ourself. • Our team also promptly assisted with the kitchen GFCI concern you had during your stay, which was resolved by hitting reset and not a breaker or electrical issue. We work hard to keep the property well-maintained, from professional cleanings to routine pest control and safety checks, and all of our other guests have had wonderful experiences here, as reflected in other reviews. While we regret this stay was not the right fit for your group, we do appreciate your feedback as we continually do upgrades to ensure the next family has an excellent stay.