5 Blocks From The Waterfront! Walk To Everything! Very Desirable Location!

Interesting review, first ever negative. This has consistently been a 5-star property before this absurd review. Yes it’s a historic home built in the 1880’s with lots of character. Some floors in charming, older homes are a bit slanted, but not unsafe. We provide very detailed instructions for our guests, and we live onsite -again, first time we’ve ever heard this. There were enough towels and washcloths for six people (there were two guests?). Evidently they thought they were staying at a hotel because they put a laundry basket of used towels and washcloths outside their door, so we thoughtfully laundered them and returned them. Again, first time ever in 10 years, but happy to do it (another example of why we have earned a Super Host rating). We love Grand Haven and enjoy making personal recommendations of things to do and delicious restaurants where the locals go to every guest, both at check in and during their stay. And visitors also refer to the internet when looking for something other than what we suggest. Yes the two bedroom apartment is more spacious than the one bedroom. The bizarre safety comment is so interesting, since we have high standards for our personal home and the city of Grand Haven inspects licensed rentals regularly. We’ve enjoyed hosting MANY return guests to our home from all over the world, and this hugely inaccurate review is the ONLY negative one.

We are very sorry to learn of your disappointment in your stay at our second story apartment. Although it is clearly noted on our listing, it seems you must have overlooked that detail. If you check the listing, you will see it shows “Apartment” right at the very top and “Apartment” also populates when using the search criteria on VRBO. Our home is in fact, historic, and we rent out 2 second story apartments above our main living space. The home is shown in it’s entirety on our listing so guest are able to easily identify the property upon arrival. The photos also show the stairs leading to the apartments in which our guests reside. Lastly, we do send check-in instructions to all guests the morning of check-in, which clearly state guests must use the entrance at the rear of our home, and follow the stairs up to the apartments. Naturally guests need to use stairs to access a second-floor apartment. We do have other local properties we could have possibly moved you to, with fewer (or no) stairs, had you mentioned your friend’s struggle with reaching the second floor. We do wish her the best in her recovery as we are all too familiar with the challenges this presents firsthand in our immediate family and close friends. The front porch is pictured in our listing, simply because we need to post a photo of the front of our home for property identification purposes. Nowhere in our listing does it state the porch is available for guest use, although guests sometimes join us on the porch and yard. We are very sorry to learn of your disappointment in your stay at our second story apartment. Although it is clearly noted on our listing, it seems you must have overlooked that detail. If you check the listing, you will see it shows “Apartment” right at the very top and “Apartment” also populates when using the search criteria on VRBO. Our home is in fact, historic, and we rent out 2 second story apartments above our main living space. The home is shown in it’s entirety on our listing so guest are able to easily identify the property upon arrival. The photos also show the stairs leading to the apartments in which our guests reside. Lastly, we do send check-in instructions to all guests the morning of check-in, which clearly state guests must use the entrance at the rear of our home, and follow the stairs up to the apartments. Naturally guests need to use stairs to access a second-floor apartment. We do have other local properties we could have possibly moved you to, with fewer (or no) stairs, had you mentioned your friend’s struggle with reaching the second floor. We do wish her the best in her recovery as we are all too familiar with the challenges this presents firsthand in our immediate family and close friends. The front porch is pictured in our listing, simply because we need to post a photo of the front of our home for property identification purposes. Nowhere in our listing does it state the porch is available for guest use, although guests sometimes join us on the porch and in the yard. The listing does however state there is a balcony available for use. The balcony is pictured in the listing photos as well. The balcony measurements are 10x7 (not 4x4 as you stated) and has a coffee table, two comfortable wicker chairs and a matching loveseat, all with matching cushions and pillows. Cleaning fees are an industry standard, and check-out requests are simply that; requests. It is helpful for our cleaning staff to have garbage moved out to the bin, so as not to walk into unpleasant scenarios/odors after having sat for a period of time. It helps to ensure unpleasant odors don’t linger, and insects are not drawn in. Check-out requests such as this are common with VRBO properties. You’ll likely notice these requests during future stays.  We did notice you didn’t fulfill the check-out requests, and our staff went ahead and took the steps you declined to take. We did however gave you a generous review on your stay. Our listing does note we offer both a standard coffee pot as well as a Keurig coffee dispenser. We do not list “coffee” as an added amenity, but we do like to provide a few Keurig pods as a courtesy, to get our guest started. The toilet paper we supply, also not listed as a provided amenity, is there as a courtesy for guests (along with paper towel, dish soap, salt and pepper, etc.) until guest run out and need to refill with their own supply. The toilet paper brand we supply is POM, and again, is an industry standard brand which we have never received a complaint about. We’ve made a note and will monitor for future complaints, but this is the first one we have received in over 12 years as VRBO Premier Partner and Superhost. We do hope you enjoyed your time in our beautiful town and that you consider the points made here for future vacation bookings to avoid any additional disappointments. It is very unfortunate that your 2 star rating will have an effect on my long lasting 5 star rating. Best, Lisa