Lux 3BR, King Bed, Parking, Near UofR & Airport

Thank you for your feedback. We understand how frustrating this situation was and sincerely regret the inconvenience it caused your family. To clarify, this reservation was never forwarded to our property management platform due to a synchronization issue between VRBO and our management software. While a confirmation message was automatically generated when the reservation was initially made, the booking itself did not properly sync into our system, and we were unaware that the reservation existed until the day of arrival. Unfortunately, this issue was the result of changes made to VRBO's syncing process and was completely outside of our control. Once we became aware of the problem, we immediately worked to find a solution. We offered to have the home professionally cleaned and prepared as quickly as possible and even offered a 50% discount on the stay to compensate for the inconvenience. Unfortunately, rather than working toward a resolution, the conversation became confrontational, and we were accused of being dishonest despite our efforts to help. We ultimately chose to issue a full refund rather than provide an experience that did not meet our expectations for guests. We take pride in our hosting record and always strive to resolve issues fairly and professionally. While we regret that this situation occurred, we stand by our decision to provide a full refund and do our best to address the issue as soon as we became aware of it.