Dream Stay - Steel Lake Front Home - Piso superior

Thank you Lena for the review and everything. Sorry that you felt cold. As for heater, just increase the heat level on the thermometer and it will keep the house to your comfort. Beside there are also portable heaters in each room for your use. Will make sure you are warm when you are back to visit us.

When Susan booked the property, our pricing policy clearly stated that the cleaning fee was for 1 bathroom only. If Guests wants second bathroom, additional $50 will need to be paid at the time of check in. This policy is there to save cost for those who need only 1 bathroom. Susan specifically request and agree to pay for 2nd bathroom. This is not a surprise to her. Guests like Susan complains so, we have change to 1 fee for 2 bathrooms whether Guest wants to use the 2nd bathroom or not. Our policy clearly stated that visitors will incur additional cost since pricing at the booking is only based on number of people on reservation. Susan booked for 2 and brought 7 people to the property. I apologize to Susan that I did not leave the key for her. From the time she arrive to the time that I gave her the key is 5 minutes since we live close by. We have lots of plates/settings but in various drawers of several cabinets. Unfortunately looks like Susan did not see them. We put large floor towels in the bathroom so we can wash and keep them clean each time for Guests. Bathroom mat is harder to wash regularly and hence can be dirty. I wish Susan told us about the fridge not working so we can buy another one to put in for her. After Susan left, we saw the fridge not working, immediately we bought the new one so the next Guest can use while we ordered the part to fix the non-working one. Now, the house has both working fridges. Susan not telling us about the unexpected fridge not working, and complain in review does not help anyone. We all know that appliances in household breakdown sometimes. The big table in the picture has no chair. We need to move the table to our new house but we need to take picture for listing. Hence it has no chairs. We strive to provide good service to our Guests. If we do not know (fridge fails), we can not provide (fix). We also operate with honesty and integrity - with clearly stated on listing regarding our policy. If Guests do the same, there is no problem. More than often, understandably, Guests assume policy of all properties are the same. Since owner, pricing, and locations are different, policy can be and often are different. That's where the disappointment happens.

From day one, this Guest demanded that we pat down the entire house with bleach. Although we are sorry that his grandson has a fatal disease, we told him that we will clean the house to the best we can but we can not bleach everything - including color sheets and color items. We even offer to provide bleach wipes so he can clean the areas that he feels needed. Then, he demanded that we study the disease and that we must provide the environment that is safe for his grandson. We are not medical professional nor trained. We told him that we can not promise something that we can not deliver. We do not want to be impacting the kid. He was mad with that response. We did promise that we would provide get well baloons, and fruit&drink that he identified. Then just a few days prior to arrival, he wrote that he changed his mind and wanted to bring the dog, although for 2 months plus, he did not plan to bring the dog. If it were a service dog, wouldnt he always need the dog?. Our policy is no animal because our daughter has severe allegies to dogs and cats. She can NOT breath. We told him he could not. He was quiet for a day or two, and the day before his arrival, he requested VRBO to force us to accept his dog. I called the agent texplain the situation. VRBO agent just follow the policy and risk my daughter's life. After talking with the agent and awaiting for their decision, finally we had to cancel the booking. The reason we did not want to refund becuase the house was blocked entire time for him. Only a few days prior to arrival that he informed us about the dog. We couldnt book others because of him, losing income for us that we needed to pay for mortgage and expenses to provide the property on those days. We had never offered a special place for the disease, we have listed no animal due to the severe allergies, we did not change anything. Only he did and why should we incur the loss for the no fault of our own?