フロリダ州オーランドディズニー近郊のゲート付きコミュニティLindfields Reserveの3ベッドルーム3バスルームプール

Upon check in the guest called the office stating the A/C unit was not working and the sliding doors were not opening. We sent out our maintenance man, upon his arrival he stated the A/C unit was reading 77 degrees. The villa was checked off that morning and the A/C unit was working fine. Once reported we immediately called the A/C tech and he came to the villa 2 hours later and fixed the unit. Within the wait time the guest came into the office wanting to know what was being done. The maintenance man had already told the guest the a/c tech was on his way. We explained that we called the tech and he will be out asap. We also offered him 4 fans for the villa until the a/c was fixed which he agreed to and we took them to the villa. Also during that time he went back to the villa and called HomeAway complaining about the same issue. H/A called us and we explained the same thing we told the guest. H/A stated they will report back to the guest. We also stated we were willing to move them to another property. Once the guest finished speaking to H/A they called us right back asking about the other home. We told them it was a 4 bedroom in a different community at no extra cost. They declined the offer. We also offered them to a full refund and they will need to vacate the property. THEY ALSO DECLINED THAT OFFER. The A/C tech arrived at the property at 4pm and had the unit fixed before 5PM. He did report the relay on the panel was not working well but it will not affect the a/c and he will return to fix it. We went to the villa after 5PM and spoke to the husband in which he stated they were going to stay in the home since the a/c was working fine now and they offered for us to take the fans back. We said they can keep them just incase and we will remove them upon their check out. The guest agreed. He then called on Sunday and left a voicemail stating it was not an emergency but he thinks the a/c was not working. We called him back but the guest did not answer our call. We then called the a/c tech back out in which he went to the villa and found it at 75 degrees and nothing wrong. He also fixed the relay while he was there. The guest was told it was a self catering unit and it also states that in our terms and conditions, we provide the basic necessities but anything else needs to be purchased by the guest. We consider we took care of their issues VERY PROMPTLY and PROFESSIONALLY and provided as many options as possible in which they declined and decided to stay.