We apologize for your experience and any miscommunication. Arrival instructions are automatically sent, through the platform, to all guests immediately after booking a reservation Records indicate that your arrival instructions were emailed to you within minutes of your booking, which included the correct door code. On the day of your arrival, unfortunately, you were contacting VRBO to re-send the instructions instead of contacting Nomadness. It takes some time for us to receive messages through VRBO, however, once we saw those messages, our records indicate that we re-sent the instructions to you, along with the door code, at 4:17 pm. (check-in was at 4:00). I'm attaching screen shots of those records below.
We are so sorry that you had trouble with the door code during your stay. We rent this unit out multiple times per month, and on the very rare occasion (maybe once a year), a guest will be unfamiliar with how to use a digital-door-code entry system. We had several guests stay at this unit, after your departure, without encountering any issues, but we realize that digital entry might be unfamiliar to some. We will be updating our check-in instructions with detailed guidelines of how to enter the code so as to avoid any user error.
We wish you would have reached out to Nomadness with any of the issues you noted. Our records indicate we never received any communication from you throughout your stay, and never received any notification of any issues you encountered. We apologize for not being able to assist you and wish you had personally reached out to us, rather that VRBO, which is just the reservation booking site. We would have given immediate attention to all of your concerns.
On that note, we would like to address the problems you mentioned. We checked the garbage disposal upon your departure and it is in good working order. In fact, the owners just replaced it, along with all appliances over a year ago. We apologize that the mattresses and pillows were too soft for your liking; all are medium firmness. Since some people prefer soft and some prefer firm, the owners tried to appease different preferences by purchasing medium firmness. The mattresses and pillows are all just over one year old. We are so sorry to hear that our cleaning crew, and management did not notice some cobwebs and debris in a trash can. They usually do a very thorough job, as noted by most guests, but we will be sure to perform even better in the future. This unit is cleaned after each guest departure, and receives a deep-cleaning a few times a year as well. As for the wifi, last summer, the modem was just updated to a 5G network with the fastest internet available. However, we are still a small mountain town, with a population of of just 7,200 people. Unfortunately, during the holidays, when we are the busiest with thousands of visitors, it puts a strain on internet connections for the entire town. We're very sorry it was not fast enough for your needs. As for towels, we had put 10 bath-size towels in the unit (which is the maximum occupancy for that unit). If you had needed more, we wish you would have called us to make that request; we would have gladly delivered more.
Again we sincerely apologize for your unsatisfactory experience. We wish we had received communication from you at any time during your stay so we could have rectified any issues. We strive to ensure our guests have a wonderful experience and we hope you will give Nomadness another chance to host you in the future!
Sincerely, the Nomadness Team