Mountain Creek/Great Gorge Village 2 Bedroom Condo W/Loft

I confirmed with my cleaning service company that the bedding was washed prior to the renters' arrival, and the renters from 2 days prior who booked their stay on Airbnb left a 5-star review with no complaints. Supposed cleanliness concerns were never raised to me upon the renters' arrival or at any other point. These renters later requested to return for an additional 7 day stay in July (which would not make sense if they had genuine concerns with the cleanliness), which I granted. They later demanded a short-term notice refund for the additional July stay, and I graciously refunded all but an administrative fee despite the inconvenience to me This comment, left after the fact, is the first and only complaint I have received from these renters.

My condominium doubles as a getaway vacation home for my family and an investment vacation rental property. As such, short term renters/mostly weekend renters on a regular basis come in and due cause damages such as the chip in the bathroom sink. Addressing renter damages, one week ago I renovated the bathroom by replacing the bathroom floor with new porcelain tile and replaced the entire bathroom vanity with a new sink and a new kitchen floor. I also replaced sliding glass door blinds at the same time due to damages caused by renters. One year ago I replaced the couch and loveseat also due to damages by renters. When guests such as this family choose to pick on the "Décor" I laugh as "Décor" is a matter of personal tastes. This renter who comes in for a two night stay and finds it necessary to pick on the " Décor" as it does not meet their personal taste is outrageous to me. They obviously book my condominium due to the very reasonable price per night and the convenience of the location. This is a nice size 3 bedroom condominium in a gated community in the Appalachian Mountains and not a hotel in a major city for god sakes. The walls are clean and recently painted but due to settling of the building there are some signs of settling in the paint. Regarding the toilet paper I was advised by my cleaning service that toilet paper was brought over once I received the complaint. The TV is a large screen Sony but not one of those newer flat screens. Regarding "Wifi". The listing on VRBO clearly states that there is no dedicated WiFi. All in All I have many repeat renters as well as new renters who enjoy the place and the many activities the resort offers.

This renter was suspect at the very beginning!! Upon her arrival in the evening of 9/4/20 she called me and stated their was a Spiders Web in my condo's entrance. Having just been up to my condo two days before her arrival to bring brand new bedding (New Sheets and Comforters) I questioned her as to where the spiders web was and she finally, after hesitating, admitted it was on the outside. I stated that this is a mountain wooded community and I cannot control mother nature. All she needed to do was grab one of the brooms in the closet and brush it away. The fact in my opinion is she wanted out of the reservation for alternative reasons as she asked at the beginning if she could stay one night and get a refund for the remainder of the booking. She then told me that the toilet was not flushing properly and I immediately sent over a contractor who had it repaired by 8;30pm that same day. She then phoned me again complaining that the condo was dirty. Had I not been their on Wednesday just 2 days ago I would have been on the phone with my cleaning service but having been their just 2 days ago I know the place was spotless. . The kitchen was spotless, the refrigerator was replaced with a new one just last month, two months ago the dishwasher was replaced, and the Stove/Range is only 1 year old. All these appliances are stainless steel and mid to high range brands. I asked the guest to send me pictures of what she is referring to as dirty conditions stating to her " If you can provide me with pictures of dirty conditions, I will refund your stay". She did not. What she did send pictures of was simple wear and tear such as a chip in the kitchen Formica counter edge, a spot/stain on the sheetrock from prior renters placing belongings against a wall, 2 inch corner area of discolored grout on the bath ceramic tile where it meets the tub. Absolutely none of her pictures were of dirty conditions. After she sent me pictures I called her and we spoke for a third time. I stated to her that the pictures do not show any dirty conditions. She then complained that the condo smelled like cigars. This was not possible as I have a non smoking policy on all my listings and I was just there witnessing no smell issue. In fact the condo was just professionally cleaned by my service on Monday after a prior golf outing group checked out. I just had a family come up and compliment the cleanliness, condition and furnishings looking for a 2 month rental.

My renters notified me that toilet paper & paper towels were needed and I immediately got a hold of my cleaning service who than went right over to restock those items. I also was advised by my renters that the microwave was broken and I had my service immediately purchase a new one and install it that same day. I rely on my contract cleaning service to inspect, restock and replace all items as needed and this was the first time an issue arose.