Beacon's Reach Oceanfront. Pools, pickleball and tennis courts. Ocean Grove G-5

We have total empathy for Jennifer and her family. They had a rough week and the townhouse showers should have been left in better condition. Regarding the washer/dryer, our cleaning crew had to vacuum sand out of the dryer Saturday before using it and when he started it, it made a grinding noise and burning smell. We decided to replace both and Lowe's promised a Wednesday AM delivery and install. Long story short, that promised was broken Wednesday and Thursday then only the dryer could be installed Friday evening. When we realize that they need to wash clothes and towels, we gave them the combination to the linen closet for fresh towels and made arrangements with our next door neighbor to use their laundry room. We thought we did the best we could to make an unfortunate laundry situation, somewhat acceptable. Regarding the shower and bathtub drains, Jennifer called us around 4pm Sunday afternoon and said all three showers were draining very slowly to not at all. We knew we couldn't get a plumber there until Monday so we offered them the use of our beach house 1/4 mile up the beach for showers and use of the hot tub, since we did not have guests arriving there until Tuesday. Our plumber cleared both shower drains just after Noon on Monday, but could not clear the MB shower so we had to call Clog Busters, they cleared that drain the next morning. Regarding proper maintenance, we spend two weeks there around Memorial Day and address issues that we find. The carpets are professionally cleaned every Spring, the stair carpeting was replaced in January of this year, we replaced a vertical blind in the twin room in June and the sliding patio door leading to the Juliet balcony overlooking the parking lot has been on order since June 1st and should be installed next month. We shared Jennifer's cleanliness complaints with our cleaning crew and they have taken action to improve. We agreed that Jennifer and her family had every right to be disappointed and offered to refund one nights rent, which they refused so we sent them an apology with a gift certificate to a steak/seafood restaurant in their hometown. We hope Jennifer and her family will return to the Crystal Coast and consider a future beach vacation with us. They were wonderful guests that put up with admittedly some problems. We gave them a 5 star rating. Jack and Janice