Estrella Golden Oasis | Mountain view back yard!

We take guest feedback seriously; however, this review is highly exaggerated and does not reflect the actual condition of the home or the experience provided. During the stay, the guest reported a number of minor and often conflicting concerns. Each time, we responded promptly — sending our field manager to the property on multiple occasions to address anything requested. During those visits, the guest consistently confirmed that everything had been resolved. Midway through the stay, in an effort to ensure their comfort, we offered the option to end the reservation early with a refund of the remaining nights. The guest declined this option, remained in the home for the full duration of their stay, and no further issues were reported at that time. The home is professionally managed, regularly maintained, and accurately represented in our listing. We have hosted many guests at this property with positive experiences, and this situation is not representative of our typical standards or service. We stand behind the condition of the property and the responsiveness of our team. Thank you

Hi Cherylann! Thank you for taking the time to provide us with your feedback. We truly appreciate it and take reviews seriously. It's a little disappointing to see a 3-star rating, especially since you mentioned liking the house overall and considering a return visit. I want to mention that had you contacted us through VRBO, we would have responded immediately. Regarding the hot tub, it was likely unlatched because the pool technician services it regularly. Nonetheless, we're sorry for the inconveniences you mentioned and we'll make sure to address them to improve for the future. We do our best to respond promptly to all inquiries, and I apologize if we missed some calls due to the high volume of inquiries. We aim to get back to you as soon as you mention any issues on the platform. Additionally, our cleaners found a necklace in the bathroom. Please email us, and we'll respond as soon as possible to return it to you. Thank you again for choosing to stay with us. We hope we can accommodate you again in the future.

My apologies, we aren’t sure why the listing said 10 as we mentioned 6 multiple times in the listing. I’m so sorry it was an issue for you and I wish that you had reached out during your stay as we have houses in the area that are larger that we could have moved you to! We always strive to make sure you have a wonderful stay and are very sorry that yours was not, we take that very seriously! If you are in the area again we’d love to have you stay with us in one of our larger houses that will adequately fit your group.