Esprits du désert de Whisper Rock - Propriété Ryson

Thank you for your review. We are pleased to hear you enjoyed the home, its amenities, and the location. However, we would like to clarify several points regarding the check-in experience so future guests have an accurate understanding of the process. All guests receive detailed arrival instructions 24 hours prior to check-in, which clearly state that the garage entry is the initial and only access point to the home upon arrival. These instructions are provided in advance specifically to ensure a smooth and efficient check-in. Your review indicates that you spent two hours on the phone with Ryson Vacations and that our team could not locate your reservation. Our call logs show no incoming calls from you to our office at the time of arrival. Instead, the calls were placed to Ryson Vacations in Galveston, Texas, which is a completely separate company and has no affiliation with this property or reservation. Because of that, they would not have been able to locate your booking or provide assistance. Additionally, the garage keypad referenced in the arrival instructions was not attempted until approximately two hours later, after VRBO contacted us. Prior to that, attempts appear to have been made to remotely unlock the door inside of the garage instead of using the physical keypad outlined in the check-in instructions. Once the keypad location was identified, entry into the home was completed within minutes. For clarity, the reservation, property access details, and support from our team were all fully in place. The delay occurred because the arrival instructions were not followed and the wrong company was contacted for assistance. We are glad that once inside the home you were able to enjoy the property and amenities, and we appreciate the positive feedback about the home itself. Our goal is always to provide guests with a smooth arrival experience, and that process works very well when the provided instructions are reviewed prior to check-in.