Large Mountain, Pet Friendly Home w/Game Room & Twain Harte Lake Access

I wish I better understood this review so that I can respond with more accuracy. However, I will give it my best. I'm surprised this guest did not have an incredible, lovely time. As evidenced by all previous reviews, guests who stay at the cabin have all had five star experiences. I can assure you that no one was spying on this guest. We have friendly neighbors who have a wonderful relationship with our short term rental guests and introduce themselves in passing. This guest did have trouble using the August Smart Lock technology. He did not download it in advance of arrival as I had suggested several times in our pre-arrival communications. When he arrived, I was able to provide him immediate access to the cabin and then I walked him through the process of downloading the app to his smart phone so he could access the virtual key for the remainder of his stay. He and his group were not barred from entry for an hour as stated. I never received a complaint during this guest's stay and I am quite surprised by the low ranking. I can assure you that I strive to go above and beyond to ensure that all guests have a lovely, relaxing, and enjoyable stay. My apologies to this guest that he did not.

We have been Premier Hosts for over 4 yrs now and never had guests complain about the cleanliness of our cabin nor insects as evidenced by our 5 start reviews. We are also highly responsive to all needs of our guests. Stacy claimed to find carpet beetles, cousins to the ladybug, inside the cabin. Without contacting me first, contrary to what she says in her review, she left the property and demanded a full refund at 10:30pm. That evening, I reached out for more information so I could immediately fix the problem. Stacy could not provide photos/videos of the beetles nor provide details as to where they were located. My cleaner went to the cabin the next morning and did not find any beetles or insects but did find Stacy had left the cabin in complete disarray. Of note, my husband was at the cabin immediately before Stacy's check-in and had not seen any insects. After the cleaner inspected the cabin and found no insects, I hired a pest inspector to come to the property and independently inspect for pests. A pest inspector inspected the cabin and found no evidence of pests. He could not locate a single carpet beetle and believes that Stacy or someone in her party likely brought them in their belongings since there were none found in the house. I am happy to provide this report to anyone interested in renting. VRBO stated that we did not need to refund Stacy as this was either a fabrication to extort a refund or an overreaction to an insect found in a mountain cabin.