1 Crag-Sunriver, Oregon: Hot Tub, Pet Friendly, BBQ, WiFi, SHARC Aquatics, Tubing Hill, Mt. Bachelor, Golf, Deschutes River, Tennis, Bike Paths

We are sorry to hear that the guest chose to end their stay early. However, we would like to clarify several important points regarding this review. The home is clearly advertised as a pet-friendly property without air conditioning, and these details were available to the guest before booking. The guest knowingly chose to book a pet-approved home despite being aware that their son has allergies to pet dander. These were not conditions that were undisclosed or unexpected at the time of booking. The weather was warm during their stay, but the home is equipped with both a ceiling fan and several floor fans to provide air circulation. The home also has windows on both sides, allowing for cross-ventilation when opened appropriately. While most homes in Sunriver do not have screen doors, the screen door at this property was in place and functioning, with only a minor issue that our maintenance team was able to resolve in less than 10 minutes. Had the guest allowed us the opportunity to address the issue before choosing to leave, it could have been promptly resolved. The guest also referenced pet dander and an alleged pet-related smell. We want to be clear that there was no pet-related odor detected in the carpeting or throughout the home. The carpets are professionally cleaned on a regular basis as part of our ongoing property maintenance. In addition, this home was professionally cleaned and inspected by our field inspector prior to the guest's arrival, and we returned to the property immediately following their departure to conduct another inspection. We found no evidence supporting the claims made regarding the condition or cleanliness of the home. The guest chose to leave after only one night, despite knowing the property's cancellation policy at the time of booking. Because they voluntarily ended their stay early, the reservation remained subject to the stated cancellation policy and was not eligible for a refund. Once the guest was informed that a refund would not be issued, additional allegations regarding the property were raised. These claims were investigated and were not substantiated by our inspection. We take guest concerns seriously, but we also believe it is important to accurately represent the condition of the property and the circumstances surrounding a reservation. We were particularly concerned by the guest's statement that their "review on VRBO is pending a final decision on this matter," which was made in connection with their request for a refund. We believe reviews should reflect a guest's genuine experience with a property and should not be used as leverage in a dispute over a cancellation or refund. We strive to provide a clean, comfortable home that is accurately represented in our listing. This is a highly rated VRBO property, and we stand behind the condition of the home, its advertised amenities, and the information provided to guests prior to booking. We regret that this guest's expectations were not met, but the facts surrounding the reservation, the property's advertised features, our professional cleaning and inspection procedures, and our inspection following their departure do not support the claims made in this review.