Cozy 3 Bedroom Seasonal Rental

I'm so glad you were pleased!! Thank you so much for trusting us with your vacation experience! :)

I have apologized so much to you in regards to the issues you experienced, however after visiting the unit after your check out, I feel genuinely taken advantage of. When you first called me with your complaints, I sincerely was astonished that everything you stated was happening. Especially since we have had rave reviews throughout the season and no issues that were not immediately addressed and fixed. We also had just had a renter leave that morning before you checked in and they left a rave review and the unit was in great shape. Red flag #1 I ignored. I took you at your word at the issues you expressed and did what I could without causing too much of an inconvenience during your stay. However, after personally going to the property before having it cleaned, I'm shocked at the way it was left. Especially AFTER I issued you HALF of the proceeds we received from the stay, which I thought was more than generous being as most rentals will only issue an inconvenience fee refund (roughly) in the amount of $150 in our area. I issued you $400 back!! Which is more than half because the $800 we received included our cleaning fee! Your complaints were little things at first. You said the front door didn't lock, which was untrue. You did not read the instructions which I directed you to after you complained. This was after the 2 phone calls when you arrived telling me the door was not working then the wifi was not working, again, not true. It was user error. At this point, I saw no big issue. I was happy to assist and wanted you to enjoy your stay. I answered your questions and directed you to the welcome binder where there was more details, just to give you more information so hopefully you could enjoy the unit to the fullest potential. The following day you called me and said the fridge and freezer would not close, again not true. I have videos of before and after your stay and personally inspected it today after you checked out and both close just fine... although i did notice the tape you left on the fridge, unsealed, which was obviously not necessary as it was closed without the tape. So, it would seem it me, giving you the benefit of doubt, that there was too much in it and it didn't allow it to close? Again, user error. The next complaint was the water not being hot after someone took a shower. As I explained on the phone, it's a very small water heater, as you are renting a mobile home, clearly you can see that in the photos as advertised that it's not a single family home. Most would know there's not a full size water heater. It's small enough to fit under the counter. Again, not an issue that could be fixed, it's just small. I didn't think it would be an issue for 2 people, as listed in your reservation, as we've had many stays with larger parties and no complaints. However, it was very clear after my visit, there was more than 2 people in the unit. I did not complain about that either. This turnover was the worst it's ever been this year. You left untied trash bags, which contained soiled diapers and food waste, in and outside of the unit. It was left out and got rained on which made it worse to clean up. It is clearly stated in the binder where trash could be dropped off, for no charge, at the entrance of the community. It is even labeled on the map that is located on the back of the front door. Still, I DID NOT pass on the extra charge I had to pay my cleaner to remove, which I honestly regret not doing. Your next complaint was the bathroom fan, which we have already addressed but was not able to get someone in to fix it prior to your stay, and you made it very clear you did not want to be more inconvenienced. We do our best to schedule repairs during the off season which is close approaching for us. Your next issue was the shower door: As I explained on the phone, the shower has 2 doors and only one was minorly broken, but even today during my inspection, it is still functional. You stated you "got stuck" in the shower, which was insane to me because it moved just fine today. Even so, the second door was very much not broken and functioning 100%. I even so much walked into it, opened and closed both doors. No issues. So, if anything it would've been a very minor inconvenience if any at all. Nobody should've gotten stuck. Your next complaint was that the unit was overwhelmed by ants. The ants were only found in one area and that was the credenza where you left a bait trap (which attracts the ants.) You stated in your review they were all over your food bags, but you told me they were crawling all over you in bed? Not 1 singular ant was found in the bedrooms, not even near the bait you set up on the floor of the bedrooms. Which begs the question of why? I believe food was left uncovered or open and that was the cause of the issue, which is most likely why you experienced it on your second day there and not when you first arrived. On that note, we did see the ants in that one spot with the trap. Unfortunately, we are close to the beach and it had rained. Ants happen. We do our best to pre-treat and have had NO issues before you. I did offer to bring you traps when you *politely* told me no and that you had already purchased some and which ones I needed to use from now on, and you weren't very nice about it. You even went as far as stating that you needed to calm down. Again, i took you at your word and dealt with your frustrations SINCERELY because I felt obligated to make your stay better. If nothing, I've learned a valuable lesson. After inspecting, with the amount of trash and food debri found in the unit, I can now understand why you were overwhelmed by ants. There was dishes piled in the sink that all had to be recleaned. Food waste left in the kitchen sink. Furniture was moved. Pictures removed. Decorations removed. Rugs moved. It was a HUGE inconvenience that I've now paid for twice over. When trying to compromise on a solution with you, I went as far as to ask YOU what was going to make you feel comfortable instead of giving you a normal $150 refund for inconvenience. We refunded $400 which ended up being more than half because we had to pay the cleaning fee PLUS some because of the extra things necessary to reset the unit. It seems to me instead of booking a mobile home beach house, you would be more comfortable at a 5-star Hilton Suites with a 24/7 front desk. We love our renters and have had incredible experiences with them this season, however we would not be inclined you welcome you back to our unit. Regardless, we thank you for your feedback. Have a blessed day.