The magic of Disney, golf on the doorstep and the comforts of home.

I have spoken to the manager about the bedding and will be replaced. The table is due for replacement at the end of the season.

From management company. Every guest is called the morning after arrival to make sure they arrived ok and to see if they have any questions about the home or need any assistance with anything at all. If guests do not answer we try multiple times and leave them a message through the messaging service on the Welcome I -pad. We did not get a response from these guests, though they did contact us on the 29th March on their last day and reported the following. Guest reported the ice maker does not make ice anymore. Master bedroom bathroom sinks, one of them have a leak but guest could not figure out which one. Maintenance attended after they had checked out and the work order reads. There is ice in the ice tray and it is making ice. Neither one of the sinks are leaking. There are some old stains. I tested both of them for 10 minutes could not find any water dripping anywhere The Guests did not report anything else to us at all. The pool cleaning day is Wednesday (If weather is bad this can change). It isn’t realistic to narrow this down to a specific time slot as the contractor may be delayed or similar with other customers pools. Patio windows are cleaned inside and out on every departure. Inside windows are cleaned during deep cleans and outside windows when exterior is power washed. I will have the Property Manager take a look and see if the exterior is need of power washing. The management company customer service team do everything possible to reach all guests to ensure they are satisfied with all aspects of the home and are encouraged to let them know if there is anything at all they can do to help. It is a shame these guests did not report these items to the manager and give them opportunity to resolve them

Our villa has been repainted both inside and out within the last 24 months. the bedroom furniture in the twin rooms has been replaced and additional tv’s added to the main bedrooms - again all within the last 18 months. the guest provided feedback stating they had a great stay prior to my refusal to refund the security deposit. the principal behind the security deposit is to provide at least a small amount of protection to the owner for guests who leave the property in an unacceptable condition beyond ‘fair wear and tear’. regarding the return of this security payment there was written and photographic evidence of the presence of pets during the stay namely significant amounts of pet hair ‘all over the house’ any guest which allows pets into the home must request permission and an additional fee is levied to cover a ‘pet level’ clean prior to the arrival of the next guest, regardless of their ultimate owner, e.g. a friend. this guest made no such request and no fee payment. the presence of pets during the stay was confirmed by 3 sources. the management company, the cleaning company and most importantly an independent source- the incoming guest. the payment refund was refused based on this evidence provided. this guest made no mention of any problems on their arrival and no problems were reported by the management company relating to the condition of the property on their arrival date following the departure cleaning for the previous guest. the guest was provided with all this evidence. i provided guidance to use both paypal and homeaway complaints procedures and i provided all the evidence to those companies also. The reviewer correctly states i did identify a preference for paypal payment (as some guests do also) but all other forms of payment are accepted and i refute any suggestion of a link between not returning a security deposit and preferences for paypal. at no point was paypal insisted upon.