Victorian Retreat: Peace, Serenity, & Character

Hi Laphonso, I’d like to apologize again that your stay was disrupted—it was an unfortunate and stressful situation. While I respect your experience, I am disappointed to see aspects of it mischaracterized. For future guests, I want to provide context. The HVAC issue arose unexpectedly and despite trying to resolve it, it became clear that the stay would need to be cancelled. Eventually, the cancellation was processed by VRBO with all parties consenting. The “house rules violation” was not initiated by me and when the guest brought it to my attention, I immediately contacted VRBO and relayed their explanation—that it was applied to avoid duplicate financial penalties, and the real reason for cancelling was documented on their end. The delays and confusion that followed were due to inconsistencies within VRBO’s systems and representatives, which unfortunately affected both parties. I spent significant time working with them, submitting extensive documentation to ensure a refund, which is why I'm disappointed by the review. I understand how frustrating it all must have been, and don't take that lightly. I also think it’s important for future guests to know that I responded promptly, communicated transparently, and worked extensively—including overnight across multiple days—to resolve the issue and advocate for a fair outcome. I remain committed to providing a comfortable, well-managed experience and to handling unexpected issues with urgency and care.