Charmant Donner Lake Vakantiehuis.

Thank you for your feedback. We’re glad you found the home, deck, and lake views enjoyable. We take any concern about the condition of the home very seriously. After you reported the odor and chose to depart, we investigated and discovered that the odor was coming from a slow-leaking washing machine, not the open drain, and we did not find any visible mold. We have since purchased a brand new machine. Although you had already stayed for 1 night, we offered and provided a full refund for the entire stay, with no penalty, because we wanted to make sure you were comfortable with the resolution. We’re sorry your stay was cut short, but we’re glad we were able to accommodate you.

Thanks for review. It was unusual heat wave. Triple digits temperature in California.

Dear Brook, Comfort of our guests which include house cleaning is our high priority for running this business. We were extremely surprised when we received your review with the comment about extremely dirty house. Your review was posted after your guests departed from the house. After receiving the review, we tried to contact you to get specific details regarding the cleaning issue, however, you did not respond. Per Instructions to Renters listed on VRBO, when arrived, renter is required to check the house for cleanliness and report any issues. You did not inform us about the issue neither upon your arrival nor during your stay. I need to assure you that house was professionally cleaned prior to your arrival. We work with professional licensed cleaning company that always does an exceptional job cleaning our house. After receiving your review, I contacted the company owner, and she confirmed that house was cleaned and she personally inspected it afterwards. Regarding the statement about half of the guests leaving the house, I need to remind you that you signed up 4 people for your stay, but brought in group of 11 as recorded on the front door security camera. No wonder your guests felt uncomfortable as only 6 people can sleep comfortably in the house as indicated in the rental agreement (maximum 8 people are allowed in the house by short term rental permit obtained from Town of Truckee and you were notified about it prior to the booking). You are definitely supposed to rent bigger place for a group of that size. We are always easily reachable and would have been happy to address any issues you might have had. Wish you the best, Michael