I am extremely disappointed by this review because it bears little resemblance to the communications I received from this guest before and during his stay. The chronology preceding this stay is important. On the same day the reservation was confirmed, the guest contacted me later that evening seeking to cancel and obtain a refund. This guest told me that Vrbo had indicated my property was unavailable and that he had already arranged and paid toward another rental. Because we already had a confirmed reservation, I contacted Vrbo directly to verify what I was being told and to understand the status of the booking. Vrbo advised me that it had not told the guest my property was unavailable. This guest then became critical of my decision to involve Vrbo and characterized my handling of the matter as immature. I ultimately declined his request for a refund in accordance with my cancellation policy, as the rental period was approaching, our reservation had been confirmed, and I had turned down another booking for that period. This guest thereafter proceeded with his reservation and stayed at the cottage. Upon entering the cottage, he texted me that, quote, everything appears to be fine. He raised no complaint about cleanliness of the kitchen, bathroom, shower, electrical system, or the other conditions now depicted and described in his review. The next day, after heavy rain, he contacted me claiming that approximately 5 to 10 gallons of water had entered two rooms. I immediately expressed concern. He repeatedly assured me that he was “not upset,” compared the situation to his own four-year-old home having leaked during severe rain, and commented that houses are not completely waterproof, whether four years old or 154 years old. After the stay, I found no identifiable point of water entry in either of the rooms he referenced, no water damage to rugs or flooring, and no resulting damage consistent with the quantity of water he described. I therefore have serious questions about the accuracy of that account. I am particularly concerned by the photographs submitted with this review and the impression they create that the cottage was presented to this guest in an unclean condition. That is not consistent with how I provide the cottage to my guests, nor is it consistent with the guest’s own message upon arrival that “everything appears to be fine.” Several of the photos are extreme, isolated close-ups that provide little context and do not fairly depict the overall condition of the rooms. The photograph of a tea kettle is especially puzzling. The kettle is cleaned between guests and remains on the stove throughout the rental season. I do not store it in the cabinet where it appears in the photo. Another photo appears to show the underside of a piece of furniture near the stained glass window in the dining room, rather than the condition of the room itself. The tape pictured on the coffee table was intentionally placed there because a latch had previously been damaged. I explained this to the guest upon arrival, and his written response was that it was “all good.” If the kitchen, bathroom, shower, or other areas had actually been presented in the condition now portrayed, the guest had every opportunity to raise that upon arrival or during the stay. He did not. The guest now asserts that the property is not up to code electrically. At no point during the stay did he raise any electrical concern with me. No electrician inspected the property on his behalf, and I am unaware of any factual basis for such an assertion. Had any of the conditions now described been raised during the stay, I would have addressed them directly. They were not raised. At the conclusion of the stay, the guest advised me that they had cleaned and were leaving. I thanked him for taking good care of the cottage and wished him safe travels. I remained consistently courteous and responsive throughout our communications. I have rented this cottage for approximately eighteen years and take the condition of my home and my responsibilities to my guests seriously. I welcome legitimate concerns and the opportunity to address them. What I cannot accept without response is a post-stay account containing serious allegations that were never raised during the stay and that materially conflict with the guest’s own written communications at the time. For these reasons, while I regret that the guest was dissatisfied, I must respectfully dispute the accuracy of this review. That’s the full reply. Then, separately, in your complaint to Vrbo , you cite their content guidelines , on truthful content, prohibiting fake or misleading content including material omissions, and ask for a review on that basis.
