Panoramic Ocean Views - Across Street from Beach - Gated

Few and far between we get renters where it’s obvious they have decided before their arrival they don’t want to stay. This renter commented that this would be their first time renting when rain was forecast for the entire stay, mentioning also they hoped it would be easy to access the home upon arrival. Guess what; upon arrival they texted they were having problems getting in. Next report, the “elevator was not working” and the inconvenience this was. When told most likely what the problem was, and how to rectify immediately, the response was “No, we don’t even want to try as we don’t want to get stuck.” (As it turns out, all they had to do was press the call button). Then came a call alleging a dirty light switch, pee on toilet, rumpled comforters on twin beds. Next we were told the house was disgusting. My husband was on the phone to have our cleaners return, but the renter demanded a full refund now, and stated were making reservations elsewhere. My initial reaction was shock and concern as the "allegations" would certainly not meet our standards. We then realized both of us had been to the house prior to their arrival. After our cleaners had cleaned, the carpets were professionally cleaned, and we were there to check the carpets, and see what supplies needed to be replenished. We did not stay long, did not check every nook and cranny, but nothing jumped out to us as to be a problem. Concerned, I send a text to the renter that we would have a third party out the next day to confirm the accusations, BEFORE any cleaning was done. Our third party (I did not give any specific items to look at, as we wanted an honest assessment) did note pee on a toilet (perhaps from the carpet cleaner), and that the beds in the twin room were ruffled with some lint on top (perhaps from carpet runners put on top of the beds when carpets cleaned). Not acceptable, but otherwise no odors or smells were discerned, and “the house appeared in good condition and rental ready." In a subsequent message the renter then stated that I TOLD HER not to use the elevator as they might get stuck. Blaming ME just solidified my feelings as to the veracity. We have been listing on VRBO for almost 16 years. Almost all our ratings are 5 stars and we are considered a “premier host”. We DO take all issues seriously and if other allegations, other than noted issues, could have been corroborated we would feel quite differently.

Thank you for your comments, we truly appreciate the feedback. We will address each issue and take appropriate actions!

First off, my sincere apologies to the renters for a rental that went awry for both of us. This was a rather late booking. The renters had originally made plans to rent in another Bay Area city but decided to change plans due to a large activity that was to take place there during their stay. They had a fixed budget and asked if we could work with them. We did. As stated, they arrived at 8 pm, and yes, this was the first time in 17 years that we have rented that the cleaners missed seeing a cleaning on their schedule. We were in total shock, the cleaners felt terrible, and they immediately headed over to the house to clean that evening. We immediately agreed to pay the renters for that night's lodging fees elsewhere at whatever the cost. The renter said they had made a few calls and were having a hard time finding a place to stay. We suggested perhaps trying what had previously been a Best Western, but is now a Hilton property, not based on price, but to its location (it’s only 2 miles from the house). Hopefully this would make the transition back to the property easier in the morning. We were trying to make the best of a situation that neither of us expected. Next, within about 2 hours, we were asked for a full refund of the entire stay (now including a reference to a “medical issue”). We had thought that we had rectified the situation as best as possible under the circumstances for both of us, that we had reached an understanding and plan of action, and now felt a bit broadsided. Sadly I’m dealing with a beloved 94 year old mother with dementia, my choice of words may not have been the best chosen for that evening as it had been a taxing day, but I think we should have been able to come to a much better resolution for both of us!