Huntington Harbour With Private Dock

We are disappointed that this guest’s experience did not meet their expectations, but several statements in this review are inaccurate or lack important context. Work being done on a neighboring property is completely outside our control. Several of the reported equipment issues were also not substantiated. The sound system was functioning; after the guest asked for instructions, we provided them and they replied that they would give them a try, with no further report of a problem. The Keurig and dishwasher were tested after checkout and were working properly, as they have for the guests before and after this stay. When the guest reported that a sliding-door lock was not working, we provided a door brace that same day. When they reported that the bathtub was not draining, my wife went to the property the following morning with drain cleaner and found that the drain was operating normally. The trash compactor is not advertised as a functioning amenity; it has served as a regular trash receptacle for the 10 years we have owned the property. The property was professionally cleaned, including mopping the floors, the day before this guest arrived. We have used the same professional cleaning company for approximately seven years and have not received similar cleanliness complaints from other guests. Claims regarding mold, dirty vents, and stained pillows are not consistent with our inspections of the property. We also went beyond our normal rental provisions to address the guest’s requests. Although cleaning supplies are not included as an amenity, we provided cleaning products and ordered a power mop delivered at their request. When the guest reported that they could not find a toilet brush, we had another delivered; after checkout, we confirmed that the original toilet brush was in the master bathroom. The ant complaint received particularly extensive attention. The morning after the guest first reported ants, I personally went to the property while they were away. I treated the exterior perimeter, placed bait traps, and left ant spray at the house. I did not see a single ant during my inspection. The guest subsequently sent four photographs in support of the complaint, each showing a single ant. Nevertheless, rather than dismissing the concern, we arranged for professional pest control at the guest’s request. After checkout, I personally inspected the property again and found no ants. Neither the previous guests nor the three groups who have stayed at the property since this visit have reported an ant problem. During the stay, we received an unusually high volume of messages and complaints, both through Vrbo and directly to us. At one point, Vrbo itself instructed the guest to communicate only through the Vrbo messaging system and instructed us to respond only when a response or action was necessary. We followed those instructions. Unfortunately, the guest apparently interpreted our compliance with Vrbo's direction as a lack of responsiveness. We understand that a private vacation home is different from a full-service hotel, and that guests may have different expectations regarding the level of service and amenities provided. We nevertheless made repeated efforts to address this guest's concerns promptly, including personally visiting the property, providing items that were not part of the rental amenities, and arranging professional services when requested. We have been hosting this property for more than 10 years and have received 32 Vrbo reviews, along with a similar number on other platforms, with an otherwise consistent history of 5-star reviews. We take great pride in maintaining the property and providing our guests with a comfortable and enjoyable stay. We believe that this review is an outlier and does not accurately reflect either the condition of the property or the experience we have consistently provided to our guests.