Propriété Crestview : 5 acres – piscine chauffée – à 5 minutes du Strip

First thing after arriving, this guest requested an additional crock pot, so we bought one and had it delivered within 2 hours. Next, they requested fire wood. In June. With highs in the 90s. Yes, really. No problem, we had a full cord delivered the next day. Then they requested extra consumables that are not included at any VRBO/AirBNB, but hey, we sent them anyway, also within 2 hours. Despite the hot tub being cleaned at check in, they said they used it a lot and it "got dirty" (ew, whatever that means) and so we paid for an extra mid-cleaning hot tub stay. They wanted beach towels (no, regular towels were not good enough, and yes, we know there is no beach) so we had brand new towels delivered the same day. After all that (and not to mention an additional 25 messages and phone calls) this guest still wasn't happy. Guess it's true what they say, you can't please everyone.

Guest called with a list of complaints, most were frivolous in order to try and get a refund, we sent cleaning and maintenance the same day, even replacing deck boards, but guest still threatened to leave a bad review if we didn’t provide a refund. We do not tolerate extortion, so we refused. Hence this review. Look at reviews before and after, these problems somehow didn’t exist for any other guests except this one. Strange, no?

Guest originally booked different dates and then requested to change the reservation which created a same day check-in after a guest check-out the same morning, something we do not normally do but we did so to accommodate the new requested travel dates (free of charge). The previous guests had "fully enjoyed" the property and the cleaning crew and QA team opted to make a few last minute touch ups while allowing the guests to access the remainder of the property. It is a nearly 7,000 square foot home and our QA manager does not allow the property to be turned over if any area is not up to our cleaning standards, which she explained to the guests as the reason they were still cleaning. In real life, issues happen, but as the reviewer confirms, any issues that guests bring to our attention upon check in or during their stay we immediately rectify, and the rating on this review is not accurate (unless they are only rating the cleanliness within the first 50 minutes while our cleaners were still there cleaning). Given that these guests broke a $1,000 video game, destroyed a large area rug, and dumped a large pile of food next to the bear-proof trash cans which can attract wildlife and is a violation of Tennessee State laws due to the potential for attracting black bears and other wildlife, one would assume these guests would understand that some leave the property in a worse state than others. Needless to say, we would not host these guests again.

Thank you for your review, we wish you had let us know during your stay about nails popping up in the deck! We would have immediately sent maintenance over to address that. We always immediately address any issues that we are made aware of, as other reviews can attest. We hope you will consider staying with us again in the future!