Beautiful Home W/Pool & Fire Pit - Sleeps Up to 16

Jessica and family were great guest and are welcome back anytime.

It’s unfortunate that the pool was closed during this reservation. It is now open for the summer. The guest would have been offered 2 free nights at a later date, due to the pool being closed, however, they are not welcome back at the property. The staircase was damaged during this reservation by the guest. They brought more children than listed on the reservation , moved beds into different rooms without moving them back and broke the blinds in one of the bedrooms. It’s unfortunate that they choose to loop the fact that they damaged my staircase into their complaint of the pool being closed during their stay for maintenance. While I understand not using the pool was a disappointment, it did not justify the damages to my property. This was disputed with VRBO support.

It’s extremely important to read the entire listing as well as our house manual because all details are provided. The 3 queen air mattresses are listed in VRBO and the pillows, sheets and covers for them are located in the cabinet in the loft(it’s the only thing in those cabinets but guest failed to look, nor did they ask the host. They would have been directed to them.) The pool heater runs on gas, so yes there is a fee to use. It’s also required to request 48 hours in advance because it takes up to 40 hours to heat. The fee and the requirements for pool heater are on the listing. The guest asked to use the pool heater on their 3rd day of the reservation which was 20 hours prior to their departure. Therefore, their request had to be declined. I explained the requirements, however, they were not happy at me, even though they didn’t read the instructions prior to booking or check-in. The missing item they referred to was our Poker Chips Set. We learned someone had taken it during this guest stay. Unfortunately, we can’t control broken or stolen items, however, we replace them once notified. There is now a replacement set available. While we strive to ensure all our guest has an amazing stay, it is up to the guest to read fully to understand our what’s available and where. The most important part would be to communicate with the host during the stay on concerns, not after. This entire complaint could have been avoided with proper reading and communication with host.