Stella`s Place in Heart of Historic Roscoe Village

Dear Holly, We appreciate your feedback, and we're genuinely sorry to hear about the challenges you faced during your attempted stay. We understand your frustration, and we'd like to clarify some points to provide a more accurate perspective on the situation. Firstly, we apologize for any inconvenience you experienced with the check-in instructions. We have a systematic process in place to send out these instructions to all our guests. It's possible that the email with the instructions might have landed in your spam folder, and we sincerely regret any oversight on our part. Regarding your difficulties with VRBO support and the refund process, we regret that you had to deal with these issues. However, it's important to note that we, as property owners, do not have direct control over VRBO's policies or customer service. We're committed to providing a pleasant experience to our guests, but certain matters like refunds and platform-related concerns are managed by the booking platform itself. We are pleased to hear that your money was eventually refunded, and we did not contest your dispute. We genuinely aim for the best customer service possible, and we're sorry that your experience did not meet your expectations. Concerning the timing of your visit coinciding with our annual vacation, we apologize for any inconvenience this caused. We appreciate your understanding in this matter. We want to reassure prospective guests that we take our hosting responsibilities seriously. We hold premiere host status on VRBO, are super hosts on Airbnb, and the vast majority of our guests leave with positive experiences. We understand that this incident has been disappointing, but it is an exception rather than the rule. Lastly, we're genuinely sorry that our offer of a complimentary night's stay in the future went unanswered. We hoped this gesture would help alleviate some of your frustration. We value your feedback as it helps us improve our service, and we're continuously working to ensure better communication and experiences for our guests. Thank you for sharing your concerns, and we hope you will consider staying with us again in the future. Warm regards, Maxx