Dear Kevin,
We wanted to share transparent honest feedback, so you can continue to improve your offering to your customers, ratings and reviews as well as your business.
Overall we enjoyed our stay, the location, the swimming pool, pool table and just the chance to spend time together in the way our family was hoping! So thank you for providing your space to us for this gathering.
One of our biggest challenges was the guest house (Casita) and its air circulation and heat, during this time of the year. Out of several different locations in the southern California region we had selected this one specifically because we wanted the elders in our family 75-85 years old, to really have a safe place they could relax and enjoy as well as then join the family in the main house. Unfortunately due to the air conditions and heat in the guest house, we had to move elders into the main house for the first 2-3 days. Which was quite disturbing for them with all the noise and very sad for us, as we had promised them a comfortable environment, which they did not get – and were not happy with the moving back and forth. I would have to say this was our biggest issue and a really difficult one for us to digest for the entire experience. Looking back there is no way we would have booked this place had we known this was going to be the situation for the guest house.
Smaller issues we faced, though hopefully you would want to rectify moving forward:
1) The freezer was not working / showed it to your guys as frozen foods all melted.
2) Downstairs, shower curtains had mold on them
3) Outdoor/Backyard had dirty diapers and beer bottles remaining outside
4)sheets weren’t available for some beds which u got 2 days later
Lastly, it was unfortunate that we weren’t able to get a hold of you many times during our challenging moments while staying at your place. Although i understand emergencies happen, it is always such a comforting experience when the host is accessible and ready to support their client’s stays.
All in all, our family made the best of it as it isnt easy for our parents to move and NO OTHER HOUSE WAS AVAILABLE for my large group especially the ones with heart problems
Lastly, you offered compensation for the fans we bought and left there and inconvenience which you did not give. I write this mixed review bc this space has soo much potential but not transparent in its shortcomings.