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We take guest feedback very seriously, which is why we feel it is important to clarify several statements in this review that do not accurately reflect what occurred. Our home was professionally cleaned and inspected immediately before this guest’s arrival, and we have time-stamped photos documenting its condition. The guest checked in at 6:30 p.m. and messaged me at 6:40 p.m. with concerns about cleanliness. I immediately offered to send our cleaner back, at which point he told me he had “already cleaned it all” himself. Unfortunately, we were never given the opportunity to inspect or address those initial concerns ourselves. Despite that, we offered multiple remedies: our cleaner could return immediately that evening, or the following morning while the family was at Silverwood so their plans would not be disrupted. Both options were declined. When the guest later stated that his family felt unsafe remaining in the home, we offered the option to leave and receive a refund. He chose to stay. We also want to correct two important inaccuracies in this review. We did not simply refund the cleaning fee—we refunded approximately half of the reservation in an effort to resolve the situation. Additionally, the photos were sent unsolicited with the guest’s initial message, not because we refused a refund until photographic proof was provided. I also personally called the guest to hear his concerns, convey my genuine desire to make things right, and ask what more we could reasonably do after already offering multiple solutions. We are extremely grateful for our many five-star reviews and take great pride in the cleanliness, condition, and management of our home. In this case, we offered an immediate re-cleaning, a next-morning re-cleaning at the guest’s convenience, the option to leave with a refund, and ultimately a substantial refund despite the guest choosing to stay. While we understand that, despite every reasonable effort, it may not always be possible to satisfy every guest, we believe future guests deserve an accurate account of what occurred. We stand behind our home, our cleaning team, and the good-faith efforts we made throughout this stay to address every concern presented to us.