Frankly, this is the first time that we had to deal with such situation in nine years that we've been hosting. While this condo has close to 100 positive reviews across three major websites, I would admit that sometimes some details could be overlooked, but we have our great local housekeepers who take care of any issues very promptly, so our guests can have a great stay and create wonderful memories!
However, upon arrival these guests did not allow our housekeepers to address the issues, since the "issues" were too big, too "unfixable", and too bad for them to stay in oceanfront property and enjoy the summer vacation. What where the "issues"? Three main complains were (1) a spot on one of the bath towels, (2) few luggage-cart marks on the hallway wall, and (3) a dirty spot under the area rug in the living room (yes, I am not kidding, they picked up the rug to find it!). Since they declined all our attempts to address these "unbearable" issues right then and there, we just offered a full refund along with apologies, which they took and left. Even though I lost the rental income, I feel I saved myself from lot of headaches should these guests have stayed with us for the whole week.
This is our private residence, which we’re glad and proud to share with our wonderful guests, including many returning families. We can address any reasonable issue our guests might encounter, but please do not expect a corporate hotel-chain cookie-cutter room. It is our home, and this is exactly why many guests prefer to stay with us…
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