Backyard Oasis Ideal for Spring/Summer! Pool, Misters, Bluetooth Speakers + more

We believe this review is an attempt to discredit a property that has consistently received glowing, all five star reviews from many respectful guests. This guest had mentioned us just days prior to check in that they missed reading in our listing the pool is not heated. Not so coincidentally, they then arrived and immediately wanted to cancel their stay and receive a refund for some of the issues they cite here. We offered several times to immediately come out and resolve any issues and they refused. They then quickly decided to leave the property and began sending us messages insulting our home, our décor, and us as hosts. We’d like to address some of the claims they made and we would appreciate if our future guests could take the time to read it: The pool: it is professionally maintained on a weekly basis. We verified with our maintenance crew that it was cleaned and serviced shortly before arrival, as well as our cleaning crew and a property check done the day before checkin and the pool was both crystal clear and all chemicals tested to standard levels. When our guests let us know on Sunday after checking in that the pool was “unusable”, we offered to come on property immediately ourselves to address the situation (as our pool cleaners don’t work weekends) and they refused. We asked them to at least send photos so we could assess and send to our pool cleaner for service the next day and they refused to do that as well. Our communication on this matter was quick, kind, and understanding with the ultimate goal of doing whatever was needed to ensure their stay matched both their standards as well as ours. Within a half hour of their departure, we were able to convince our pool cleaner go take a look and take photos of the pool’s condition as well as a water test and it was both crystal clear and chemically standard. The only thing we discovered were some small leaves/yard debris that had blown onto the surface from the wind. The claim it was “green and murky” is a wild exaggeration, if not completely false. Poor lighting/décor: Guest said later they had been looking for a “minimal spa like experience”. While we have added a few pieces over time, it is clear that minimal is not the style of our home and it is difficult to offer condolences that they did not enjoy this when it is accurately shown in our listing photos. Many guests love the warm, eclectic style of the home—if that wasn’t to their taste, that’s simply a difference in aesthetic preference. We’ve taken the time to choose upgraded furnishings and decor from local art stores that are meant to provide a fun and interesting southwestern experience for our guests, and quite honestly we’ve never received anything but compliments in this regard. They were upset at one point in their messages that we had moved a piece of décor from one room to another, making the photos online “inaccurate”. They were also unhappy with our “theme” not being consistent because we have a koi pond on property. Speaking of the koi pond, we welcome our guests to feed the koi fish as a fun activity and leave instructions on how to do so if you please. They saw this as making them responsible for our fish after they had already left their pets at home because they didn’t want “work to do on vacation”. Cleanliness: We had the home deep cleaned by our extremely thorough cleaning team prior to this stay, and cleanliness is one of the most consistently praised aspects of our property. Again the guests refused to send us photos of any “flies” or “grime” and only sent us a photo of some dust behind the bed. While we’ve addressed that with our cleaners, we feel the usable surfaces of the home were very clean and these claims were again, baseless. To address the spoiled food, the guest is referring to individual coffee creamer packets they say had gone bad. We try to provide our guests with any small comfort we can think of (such as coffee supplies ready for the morning in case you got in late the night before). Unfortunately these may have expired before we realized it, but we are under no obligation to provide those things, they are extra. We also went our of our way to leave a welcome basket of margarita supplies and cold water in the fridge for their arrival. We try to go above and beyond to provide our guests with a great experience. We take a lot of pride in being good hosts and flexible with our guests. If the stay is not to their expectations for one reason or another, we would have been more than happy to work with them on a resolution that was fair for all. However, when a guests refuses our assistance in rectifying any grievances, will not provide us even photos and instead completely disrespects us and our home in private messages, our willingness to offer a refund diminishes. After several years of providing exceptional vacation experiences for our guests, this is certainly one of the more unfortunate situations we have encountered.