The Hawthorne: 4-5 bedroom Mission-Style Home, Minutes to Downtown

This guest was great and found the home immaculately clean and as advertised. Very happy to be a part of their special city gathering!

With this guest I personally cleaned myself, after the regular cleaning crew. It was near spotless. I was shocked this guest had this complaint. Also, if any guest guest does have a complaint, we address it immediately. A guest should not complain about something we either remedied or offered to but it was refused. And it's an old house; pest controls are in place. We have over a 4.5 rating and 7 years of experience. You don't last in this business if houses aren't clean and have pest problems.

I recommend anyone concerned about these negative reviews to read out reviews on Heir-B-NB where we have a 4.8 SuperHost status. This is a very disappointing review, to be punished for something beyond our control. First off, we refunded this guest IN FULL and gave money back for her trouble. We offered her a FREE stay. WE handled everything with VRBO personally to cancel the reservation and in fact find her new accommodations ourselves. She said "no problem, don't worry about it." over and over. So to have her slam us after telling me it was not a big deal, is so two-faced. Second of all, this was not our fault- VRBO has a problem (as does Airbnb) with their calendars. We have multiple homes on multiple platforms. These 2 platforms mess up on their calendars all the time. We "import" or "sync" reservations all the time, only to find out it wasn't done correctly. Since we're so busy, sometimes late in the process. This was an unfortunate situation, but does not warrant the kind of review left here.

I recommend anyone concerned about these negative reviews to read out reviews on Heir-B-NB where we have a 4.8 SuperHost status. Deborah was going through a tough time and under a lot of stress. Unfortunately, we had a very bad guest immediately prior to her stay, which took additional time to clean. Despite 3 people on the job, Deborah still wasn't satisfied. We came over 3 days and took care of EVERY single complaint or concern she had. At the end it got kind of ridiculous, the things she was complaining about. The can opener wasn't to her liking, the pot handle didn't feel good in her hand, etc. I've.never put that much work into a guest and have them give such a review. THAT'S what's disappointing. We get SO many reviews stating the house is exactly as pictured. If guests want to see our 4.7 rating on other platforms, I can send the link. Again, we control what we can. The fact we had terrible guests right before this guest's stay isn't something that's on us.

I recommend anyone concerned about these negative reviews to read out reviews on Airbnb where we have a 4.8 SuperHost status. A bitter guest who could not be pleased. In fact, we offered to RESOLVE ANY and all issues he had, no matter how obtuse. He denied. We offered him a solution to leave the property and cancel, he refused. Trying to get 2 nights for free. This property has a 4.5+ rating on VRBO and 4.8 on Heir-Bee-N-Bea. We constantly get complimented on accuracy and cleanliness. This guest was, I'm sorry, crazy. We did the exact same process for each and every guest. 5-star stay prior to this guest and 5-star stay after. It just happens that they weren't on VRBO, they were on another platform. We strive to make sure each guest has a 5-star experience. But, you can't please everyone. We offered to help this guest and he refused, and we offered a solution for him to leave, and he refused. Plain as that. We can't solve problems if guests won't let us, we can't work with guests who don't actually want a fair resolution.

We're as predictable as death and taxes. But a lot more fun. This guest was a nightmare, let's just leave it at that. The review has no context or doesn't even make sense so ... I really can't say what this guest had a problem with. We have the exact same operation procedure for each and every guest- Thoroughly clean Guest checks in We follow up same day making sure all is well, and address any concerns or issues immediately as presented. We follow up again before check-out.