Casa de pueblo bellamente renovada en pueblo de cinco puntos

Alta thank you for providing the review on this rental unit. Couple clarifications....Our weekly rental agreement which is signed by ALL renters states we do NOT provide linens, towels, soap or toilet paper. In addition, 2 weeks prior to renter’s occupancy we send our Welcome Letter that again states we do NOT provide linens, towels, soap or toilet paper. As for TVs, this unit has a large TV in Living Rm and Master BR with Cable hooked up. The upstairs room is setup for kids. There's a large TV on the wall for the kids to hookup gaming systems. On June 9th Alta again asked about towels. I sent her a text explaining some owners leave kitchen towels in the drawers. Unfortunately, renters don't clean them, and they get thrown out during walk thru on Sat. After explaining this Alta sent another text stating, "No Towels." At this point I didn't how to respond to her. Clearly our agreement and Welcome letter states no linens and towels but she kept asking about them. Regarding the accusation of being passive aggressive... In no way did I think that my responses back to her questions were passive aggressive. Alta asked several questions over text message which I responded back. One was about the key FOB in which she asked if was on a pink shoelace. I responded back, “where does the binder state the key fob is located (each unit is different & there's no way to remember this unit has a pink shoelace). I texted her, “Do you see something hanging by the sliding glass door? With a little black key FOB attached? Alta responded back, Yes on a pink string, is that it. Thanks! Lastly, I mentioned to the owners about the worn out pots and pans. They immediately went out and purchased ALL new for the unit. We do appreciate those comments and I do pass them along. Thanks!

Shelley, thank you for the review on our beach house. Yes our beach house can accommodate up to 12 guests. We set our rates lower for smaller groups. For groups above 8 guests we charge a $7.15/ night fee for additional guests. This fee covers the additional utilities used by that guest. We feel that is a very fair rate and it keeps are rates lower for smaller groups that book our beach house. Shelley stated she was not aware of this charge is simply not true. It's right on the calendar of fees. If she had entered 10 guests the website would have added the additional $7.15/ night fee we charge. Shelley actually had 3 additional guests that were planning to stay above the allotted amount she booked for. We only charged for the 2 additional adults since one of the guests was a baby. We don't charge for babies. In the past we've had issues with guests booking weeks and not providing the true amount of guests staying. During the last off season and after careful consideration we decided to implement our current pricing structure that we feel is VERY fair for smaller & larger groups. I hope my above response clarifies our additional charges on groups above 8 guests. Thank you, Carl

Peter, thank you for the review. I’d like to address the items you brought up in your review. During the next change over the HVAC filter was changed out and burnt-out light bulbs were replaced. The ovens can be an issue as the cleaners do not have enough time during a change over cleaning to do a deep oven cleaning. I spoke to my cleaner about it and we came up with a solution to place disposable aluminum trays in the bottom of the ovens. This way we can remove them and replace with another tray. The clothes in the closets were NOT the owners. Must have been left from previous renters. The underwear that was left in a dresser drawer was a clean pair of kids underwear. As the rental manager for this unit. I do respond in a timely manner but need to prioritize issues that come in. Unfortunately, I had HVAC units down in other units that took priority over these minor cleaning items. I did reach out to the cleaner and made arrangements for her to stop back by the unit on Monday afternoon. I texted Peter 8:30AM on Monday. Regarding the cookie wrapper, I want everyone to understand Peter moved a couch in the 2nd floor bedroom and there was a cookie wrapper behind it. It was a simple miss by the cleaners. They are human and sometime miss things, not on purpose but it happens. Peter left that cookie wrapper sit on the bedroom floor from Saturday move in until Monday afternoon when the cleaner came back and picked it up. I followed up with the cleaner afterwards and she stated, “he made me go and pick it up.” I get it that she missed it but did you really have to make that point that she missed it. I felt really bad for her and apologized to her. We all work hard especially the cleaners and we all want renters have a good experience and enjoy their vacation. I apologize Peter did not have a good experience.

Kyle I appreciate the review on this rental unit. I would however like to clarify a few items mentioned in your review. Kyle texted me the below issues on Saturday @ 10:38PM. I was asleep when the text came in. Sunday morning I reached out to the owners to discuss the items. Once I reached the owners I responded back to Kyle w/ a detailed text message @ 2:33PM addressing each of his issues. REFRIG- You cannot pack an empty frig w/ food and especially warm drinks etc and think it will be able to maintain a cold temp. Every summer we have renters do this VERY thing and complain when the frig takes 24hrs to reach temp. When you turn a refrig on for the 1st time it takes 24 hrs for it to reach temp. I asked Kyle to keep me posted if it doesn’t reach temp. BUG SIGHTING- From time to time you may see a bug. I know in my own house I see them. The owners reached out to their extermination comp Monday morning. The comp stated the same thing, “if you see addit’l bugs let us know we’ll come out. SLOW DRAIN- Again, this happens in beach rentals when renters let sand go down the drain. I stated to Kyle I’d be happy to stop by with Draino if it continues to be slow. Kyle responded to my detail text by stating, “thanks for the reply Carl will keep you posted.” I followed up with Kyle on Monday @ 4:40PM with another text checking in on him. He responded back, “Hi Carl, Thanks for checking back, fridge seems to be operating ok, no bugs thankfully! Shower drain still not working well. I could try to get some draino tomorrow when we’re out.” I had no issue stopping by with draino if he did ask me to. Regarding the layout of this townhouse, our description on VRBO doesn’t state there’s 2 bedrms on the 3rd floor. I’ve cut and pasted our write up for those to see, “Continuing on to the third floor you'll find a large open room with queen and single beds and a side room with another queen sized bed.” We ONLY advertise this rental unit as a 4 bedroom unit. 3 bedrms on 2nd floor and 1 on 3rd floor. Now onto the CAMPER. The HOA Property Manager contacted me about a Camper being parked behind this unit. The HOA PM stated the Camper had to be moved or the owner would be fined. When I reached out to Kyle he wanted to argue with me. First stating the neighbor in the back had a boat and then stated the lawn crew had a large trailer parked in the front when they were mowing. I stated, my responsibility is this unit. I cannot be concerned about other units in the community. The HOA wants it moved as it’s against the deed restrictions.” Kyle replied back that I should have provided him the community deed restrictions. The restrictions are 200 pages. Most renters check w/ me ahead of coming on vacation. Most of the communities here at the beaches are deed restricted. In summary, I replied to his issues and followed up with Kyle during his stay. I have NO control over community deed restrictions. I’m sorry you didn’t agree w/ the rules.