Luxurious home on the golf course

Tara, Thank you for choosing Village Properties at Sunriver and for telling us about your recent visit to our home. It was a joy to host you all, and we are happy you found the home in a great location and sparkling clean. We want to apologize for the discomforts you experienced as a result of the differences in the furniture. We’ve passed all your notes on to our property manager and owner to help guide improvement efforts, and we will consider getting new photos taken ASAP to keep all depictions of the home as accurate as possible. Thank you again for choosing us to host you. Should you return to Sunriver, we hope you’ll give us another chance to deliver the 5-star stay we aim to provide all our guests.

Sheri, Thank you for taking the time to leave a detailed review of your recent stay in our home. We want to apologize for the discomfort that you experienced during your time in our home. We appreciate your feedback, as it helps us understand what our team needs to focus on to improve future stays. Our maintenance and housekeeping teams have been informed of the broken items and cleaning focuses you noted and will be addressed immediately. Regarding the home not having bikes or garage access, neither of these amenities was included anywhere in the home’s description or listing details. We’re sorry you are unhappy that the home didn’t include these, but we never advertised that it did. You messaged in prior to arrival asking about whether the home had bikes, and we informed you that it does not, so we are unsure where the misunderstanding about this occurred. We understand your frustration with some of the issues you experienced, but insinuating that you never reached our team is disingenuous. Upon your arrival, you called our after-hours number and immediately reached our after-hours team to discuss your immediate concerns. We sent a team member out to the home to address your needs as soon as our policy allowed with the information we had, and our team responded to you multiple times via the platform messenger to discuss issues. We understand that you are still waiting for a phone call from our Property Manager, and we apologize for the delay in her reaching out to you, as it has been longer than our response goals. She is aware of your request and will be reaching out within the next 24 hours. We want to apologize again that your experience in our home was not the trip you were envisioning. Your feedback is greatly appreciated and taken very seriously, as our team takes every opportunity to improve. We will use your notes to help guide internal processes and other improvement efforts. Should you return to Sunriver in the future, we hope you’ll give us one more chance to deliver the 5-star stay that we aim to provide all our visitors.