Game Room & Pool: Huge Lutz Family Retreat

Hi Amy, We're sorry to hear that your stay didn’t meet your expectations. After reviewing your feedback, we spoke with the homeowner, and they provided the following information:-Cleanliness: We use a professional cleaning company to ensure that the home is thoroughly cleaned and sanitized between guests. Most reviews of the property are 5-star, with cleanliness frequently mentioned. However, it’s possible something was missed during your stay. The home is professionally cleaned after each guest checks out, the sheets are laundered by a professional service, and both the pool and yard are maintained by specialized crews. We’ve spoken with all service providers to reinforce our high standards. I apologize if anything fell short during your stay.-Water: The property uses well water, which naturally contains sulfur and iron. The sulfur can cause an odor, and the iron can lead to slight discoloration. Although the home is equipped with a top-tier, 3-year-old Kinetico water softening and conditioning system, it stopped working properly during your stay. We immediately contacted our water service provider, Superior Water, but due to staffing issues, they couldn’t service the system until the day after your departure. We ensured that the water was safe to bathe in and drink, and provided three cases of bottled water for your family. We also offered to provide more bottled water if needed to minimize the inconvenience.-Master Shower: The master shower features a built-in panel with jets and nozzles. Unfortunately, the additional jets are no longer functioning, though the main shower head remains fully operational. Since repairing the panel requires significant tile work, we are evaluating the best time to make these repairs to avoid disrupting future guest stays.-Dishwasher: The dishwasher has been used regularly by other guests and our cleaning crew without any issues. When you reported a problem, we offered to send an appliance repair company, but you chose to wash the dishes by hand instead. We respect our guests' privacy and typically schedule non-emergency repairs after check-out if requested. We regret that the dishwasher didn’t function properly during your stay. Since your departure, it has been used multiple times without any complaints. However, we will consider replacing it if further issues arise, as we are always committed to providing an excellent guest experience.-Dining Table: The glass-top dining table can occasionally trap crumbs in the small seam between the glass and frame. Removing the heavy glass requires multiple people, so we clean the area beneath the glass as needed. We have instructed our cleaning crew to regularly check this seam to prevent the issue from recurring for future guests.-Dryer: After you reported an issue with the dryer, we immediately sent Aikens Repair Service for a same-day repair. The dryer, which is only three years old, was found to be in perfect working condition, heating properly on all settings. While no repairs were needed, we had the vents cleaned to ensure continued optimal performance. The dryer was used by the cleaning crew before and after your stay, and no issues have been reported.We strive to ensure a pleasant stay, and we look forward to this property hosting many satisfied guests.