Maison Neuve tout confort, au coeur de Fort Worth !

Thanks for your review. We’re sorry to read that you were not satisfied with our service. To provide an answer to your review, we’ve carefully read again the whole communication we have had with you. 1) House is 2 yrs old 2) Unclear fee schedule: Our fees are set up on VRBO platform. Everything is defined. We, however, can offer discounts. We gave you a first discount because you asked for it before even booking. The second discount we gave was because you struggled understanding our VRBO pricing policy. 2 days before your arrival (Feb 8 at 1050 am to be exact), we clarified as follows: “Normally, when you select the number of guests, the price changes”. I also gave you further detail about different pricing policies on VRBO (see message sent 2 days before your arrival at 1045 am: “Some property managers price per guest per day. Some other a fixed amount etc.”). Our price was per guest per day. I didn’t see in the communications a promise of a flat fee. For your second guest who stayed the same nb of days, we priced the same amount minus a discount. For the third guest we did offer an additional discount. Eventually, to finish on this point, we did recognize that a small proportion of guests struggle to understand pricing policies that vary based on nb of guests and night. We had hoped that by implementing such policy, we would offer lower prices to smaller-size groups. Unfortunately, we have had bad experience with guests trying to take advantage of this policy so we decided on the other platforms where we are listed to make a flat amount per day (whatever the nb of guests with a maximum of 8: it’s a bit more expensive but still affordable) 3) Amount of messages: we try to stay on top of our communications to our guests. We try to take good care of this home by adding new features and making necessary repairs. We, unfortunately, can’t control availability of our contractors but we do our best to have minimal interference with guests. We do also comply with city rules regarding trash collection every Thursday. We prefer to provide clear communication to our guests versus having guests being surprised by unknown people on site. We also do provide follow-ups to guests who don’t answer messages. 4) Multiple cameras: There are multiple cameras outside only. The purpose is to ensure the security and safety of our guests. The team checks compliance to the rules (mainly nb of guests) Hopefully, we brought you answers on what makes sense for us to do.