I am very sorry you did not enjoy your stay. You were very easy to deal with through booking up until the end of your stay when you decided to mention issues and ask for a HUGE refund. I felt that refunding you for 8 nights, since you closed on your new home early, was sufficient for what was encountered. I did not have to refund you for those dates and was not able to get it rebooked with such short notice. I suggest letting an owner know upon arrival or as soon as there is an issue to give them the opportunity to remedy the situation; Example: You did not make any mention of there being bugs until after you had been in the home for over a month. As soon as you told me this I had a company scheduled to come out and treat the home; You would not allow them inside to treat. How do you expect me to fix a problem when you won't allow me to? Other items:
-There are 5 tv's in the home; ALL 5 Tv's are and were in working condition; the volume on 1 tv did not work and I apologize for that; I don't know what you mean when you say I responded "have you trouble shooter"? I simply tried to trouble shoot the problem with you over the phone.
-The house was professionally DEEP CLEANED roughly 2 weeks prior to your arrival; my cleaning lady isnt perfect but she dang sure is good and I barely ever get any complaints about the condition of the house
-We bought the house in July; we have done many things to make it better and have many plans to change several more items but the house is not under construction or not finished in any way; it is clean and still a high end rental; nothing about it makes it look like it is in the process of being remodeled. It is perfectly fine the way it is, but there are many things we prefer to make it even better and our own and we will change those things as we go....we will not rent it with anything unfinished or looking like it is in the process of being remodeled; when we bought the property it was a rental home and we took on the bookings in July from the previous owner, with no issues. Also, when you booked we had old photos up and I told you of the various changes that were not reflected in the photos (new couch/loveseat/chair, grill change, some carpet removed and tile put down, kitchen backsplash added, new bedding, etc.)
-All the windows have very nice blinds on them throughout the house; only 1 bedroom is on the main level where there would be privacy issues, but it opens to the private back yard; we will take your feedback and install blinds on this door
-You say we should have told you it was Bike Week; I am sorry but I don't know ever event taking place down there on certain dates; Also, you were renting for over a month and a half so expecting me to give you a list of every event in the area seems a bit unrealistic.
-I never said anything about a "Big man" coming out and don't know what that even means.
-You were there for over 5 weeks and claim you couldn't use the kitchen during that time? This doesn't add up. If I paid for a place with a kitchen and couldn't use it for even 1 day, I would have complained immediately, not at the end of my stay after 5 weeks.
Had there been issues with the cleaning you should have told me upon arrival and I would have sent my cleaning crew back out. Since you didn't mention it until over a month later, there was nothing I could do.
We do our best to accommodate our Guests and take great pride in our home! It is a new investment for us, but we have been managing vacation rentals for quite a while now and have found great success with it and our properties. We have repeat visitors and to us, this is a sign of success. We apologize for any inconveniences you experienced but upon reviewing the timing and the HUGE amount of money you requested be refunded to you, it really didn't make sense to us. We have no problem refunding funds when needed and to make a guest happy, but this was not one of those times. I apologize if you disagree, but hopefully the feedback I have given you you can use in the future and let owner's know upon arrival of any issues.