モンテシトエステート - プール＆スパ、バタフライビーチ＆CVRまで徒歩

We were truly taken aback by this review since in our 10 years of renting through the platform this is the first negative review we have received. We take extreme pride in sharing our home with guests and making it a positive experience for all. Many of the families and groups to whom we've rented have returned on multiple occasions because they have appreciated our property and the attention to detail we pride ourselves on when hosting. The issues raised by this renter - many of which could have been remedied with a simple call to us - were never brought to our attention during their stay, which afforded us no opportunity to improve their stay. Regardless, we do want to address the issues noted so there is no confusion about our commitment to each guest. The house has an oversized kitchen with 40 feet of counter space and a separate butler's pantry, an industrial size 36" column refrigerator and separate 36" column freezer, as well as a dedicated wine refrigerator, two ovens and a microwave oven, a warming drawer, six burners, a griddle and an indoor grill. We provide basic standard items like a toaster, coffee maker and grinder, and Cuisinart but that still allows for ample room for guests to use the space as they wish. Prior to each rental the kitchen is thoroughly cleaned, organized and a curated set of kitchen tools are provided. For this particular rental, we provided brand new pots, pans, utensils and baking sheets and had a brand new vacuum delivered since the renter wanted to vacuum daily. Their reference to items in the refrigerator seems to be regarding the gift basket we left as a gesture of kindness. The clog in the master shower drain could easily have been cleared either by us or our cleaning team had we been alerted to the issue. It is a very quick fix and we would gladly have stepped in. We have not had an issue with bugs in the shower (or anywhere in the house for that matter) other than an occasional spider but this could have been addressed had we been aware. Lastly, regarding lighting, every room in our house has both can lights and lamps and some also have sconces, pendants or chandelier lights. Many of these lights are on dimmers (all of which are labeled) and maybe the renter was unfamiliar with how to operate? When all lights are on at peak wattage, the house can be as bright as a stadium, so any suggestion there was a dim room appears to be user error. To conclude: we take great pride in hosting and sharing our home and make every attempt to delight the guests we host. In our 10 years of renting we have never had such a disappointing interaction with a guest but we will take all the comments provided and make certain to address proactively to prevent there ever being another such as this.